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Work Background
ByteDanceCountry Lead - Tokopedia Service Delivery
Apr. 2025 - Oct. 2025Jakarta, Indonesia
ByteDanceSenior Lead - Customer Engagement & Operations Tokopedia
Feb. 2024 - Mar. 2025Jakarta, IndonesiaLead customer operations and engagement strategy for the Tokopedia-TikTok Shop integration, overseeing service delivery across all customer segments and Tokopedia products. Manage a team focused on in-house Escalation & Service Improvement teams, ensuring end-to-end customer support that is efficient, scalable, and aligned with business transformation goals. - Directed customer service integration efforts during the Tokopedia-TikTok Shop integration, aligning workflows, escalation protocols, and SLA metrics across platforms. - Oversaw customer engagement for buyers, sellers, creators, and logistics partners, covering the full product portfolio across the Tokopedia ecosystem. - Designed and implemented unified service strategies, SOPs, and escalation models to ensure seamless support during high-impact transitions and new service launches. - Led performance governance for BPO Tier 1 to Tier 2 escalation teams while building a strong in-house team for high-touch resolution and continuous service improvement. - Championed CX initiatives through KPI-driven management, workflow optimization, and structured reporting for executive business reviews. - Collaborated with Product, Tech, Legal, and Operations teams to ensure service readiness, regulatory alignment, and rapid iteration during platform shifts. - Partnered with senior leadership to drive automation, cost control, and operational excellence, resulting in measurable improvements in customer satisfaction and service efficiency.
TokopediaSenior Lead - CX Vendor Management, Compliance, & Outsourcing Solutions
Jul. 2018 - Jan. 2024Jakarta, IndonesiaLead the strategic transformation and governance of customer operations through vendor management, compliance oversight, and outsourcing optimization. Oversee three core functions—Operations Compliance, Operations Partnerships, and Operations People & Facility Services—to align CX delivery with enterprise goals and risk frameworks. Translate business objectives into operational execution for managed service partners to ensure service excellence, culture alignment, and sustainable performance. - Established a structured governance and compliance framework across BPO partners, embedding accountability, risk management, and process improvement into daily operations. - Supervised three subdivisions to ensure cohesive alignment between compliance requirements, partner performance, and people/facility support for outsourced operations. - Drove annual multi-billion IDR cost savings through strategic service migration and outsourcing transformation, including in-house to BPO transitions and BPO landscape optimization. - Institutionalized key vendor performance metrics (KQI/KPI), fostering stronger cultural synergy between in-house teams and partners for enhanced client and customer satisfaction. - Spearheaded CX strategy integration across vendor operations to ensure daily alignment with evolving business goals, values, and regulatory standards.
TokopediaSenior Associate - Partner Operations Management
Feb. 2018 - Jun. 2018Greater Jakarta Area, Indonesia
TokopediaAssociate - Operational Back Office
Nov. 2016 - Jan. 2018Greater Jakarta Area, Indonesia
TokopediaCustomer Care Officer
Jun. 2016 - Nov. 2016Greater Jakarta Area, Indonesia
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