Requests
8
3
Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
Sora LearningAssociate Trainer PT Sora Kreatif Indonesia
Feb. 2023Jakarta, Indonesia
IglooID | Head of Operations
Feb. 2022 - Feb. 2025Jakarta, IndonesiaResponsible in designing, develop and deliver annual operating plan & resource planning for the operations department (claim, customer service, data operations, and business process improvements) in Indonesia and be the POC for anything related to operational performance. Own operational excellence in Indonesia with the vision to create a setup that is smooth and efficient for all stakeholders involved. Draft, monitor, and share SLAs claims handling relevant to customer satisfaction strategy and be responsible for the Net Promotor Score. Ensuring the automation for Policy Issuance on real time sent to customers by building the underwriting logic to become auto approval based on specific criteria implemented into the backend system. Use data to track ops performance consistently for decision making, planning & management, as well as to lead, manage, and mentor the operations teams in Indonesia to help them perform at their best, enjoy their work, and grow into their roles. Identify training needs for each team member and work with them towards achieving their career goals. Identify pain points of internal processes/tools used by Ops team and work with cross functional teams (e.g. product, data & finance) to increase scalability. Own vendor selection process and manage key vendor relationships to ensure Igloo is working with the best partners to help company to grow. Accountable to take the ownership of ISO 27001 implementation in country level, including SOP, Working Instruction and Risk Policy creation to support all of Line Businesses in country level.
Jakarta International Customer Service InstituteConsultant & Senior Trainer JICSI
Dec. 2021Jakarta, IndonesiaJakarta International Customer Service Institute is a human resource training and procurement institution that focuses on professional customer service and customer satisfaction survey institutions. We are customer oriented where customer satisfaction is the goal of our existence. We are here for customers and provide excellent services to them.
Dunia JebiPublic Speaking Coach
Nov. 2021Bandung, West Java, IndonesiaDunia Jebi provides entertainment and informal education for kids and teenagers. Dunia Jebi makes a club for them based on their ages. Klab Hamsta is for 6-8 years old, Klab Jebi is for 9-12 years old and Klab Jebi Teen is for teenager in secondary and high school. During pandemic, Dunia Jebi open an online class for informal education such as foreign languages, public speaking, financial management, art and design, and so on. We also have free class for kids and teens. We use Indonesian language, but in certain classes we use English. Since this is an online class, we open registration for kids and teens from any part of the world as long as they understand Indonesian language.
ReSkillsReSkills Global Trainer
Oct. 2021 - Nov. 2022Jakarta, IndonesiaReSkills is an online E-Learning platform for the leaders and creators of tomorrow. We work closely with expert coaches and full-time educators to ensure that you're getting the best possible value from your subscription. Our mission is to rekindle the joy of learning in people and to equip them with the skill sets they need to thrive in the competitive society we live in. The signature course on our platform is #OnLIVEClass programs. These programs are conducted live everyday by expert full-time educators. Subscribers get to interact with our coaches in this engaging and interactive environment. Learning online has never been this good! Download ReSkills NOW on Playstore & App Store, and use this Referral Code : IBHCGE and enjoy your learning time from anywhere!
GoTo GroupHead of Sales Excellence Support
Nov. 2020 - Nov. 2021Jakarta, IndonesiaSales Excellence & Support is a team inside Commercial Team as to provide excellency of servicing to Sales Team in term of merchants' onboarding processes as well as liaison among internal Departments in Midtrans as payment gateway part of GoTo Group. Building new structure of Sales Excellence Support as to manage and providing excellent services to support sales team who is managing small medium business merchants and enterprise merchants from the onboarding processes until payment channel activation, as well as to build and maintain good relationship with the new and existing merchants. Highly responsible in handling business support operations by identifying constraints and problems, create solutions and guidelines by keep updating SOPs and working instructions, and produce accurate reporting on both regular and ad-hoc needs, as well as identify business needs by analyzing metrics and providing overviews of the industry landscape, and maintain awareness of current market trends and conditions that may affect the sales process. Highly responsible for the cooperative relationship with 3rd party labor supply and BPO company, as to manage day-to-day operational activities of Sales Agents to support merchants and partners. Manage sub-functions within a broader departmental function; including but not limited to create end-to-end support process for merchant inquiries, complaint handling, vendor procurement & management, and sales training & development, including as the point of escalation to resolve support-related issues and complaints, Work closely with the Sales and Partnerships teams to ensure a wholesome support system for the merchants and partners. Act as a mentor by providing Leadership skill and any other trainings on quarter basis for the entire team members which applicable and take impact helping them in running day-to-day operational activities as well as responsible in creating training syllabus material based on team needs.
Home Credit IndonesiaBusiness Support Operations Sr. Manager | Commercial Excellence
Nov. 2019 - Oct. 2020Greater Jakarta Area, IndonesiaManaging day to day operational to support business under Commercial Excellence Department. Highly responsible for 6 teams in Business Support Unit. POS acquisition management, ensure all the process of POS opening which submitted from Sales Network were properly managed and meet standard of SLA, document quality and procedure. Intensively collaboration with Marketing Department, since this shall include with distribution of POS marketing material for POSes that already open. Sales Force Management, intensively collaboration with Business Insight unit & Commercial Analytics as to pass monthly target information which determined by management to Sales Network. After Sales Service & Sales Disciplinary, highly responsible with all the operational of all situations which caused post contract creation. These shall include with managing complaints (raised by Partners & Customers) and contract cancellation - recreation. Intensively collaboration with Risk & HR to check the sanction which could be given to Sales Network. Partner Management, all queries and request which are coming from Key Account & B2B Partnership Department will be handled properly. This shall include about promo, and payment to Partners. POS Logistic & Sales Event Engagement, highly responsible in term of delivering assets & logistic to Sales Network nationwide & collaborate with vendors, Partners and Marketing Department in term of creating as well as executing any events & exhibition to support Sales Network. Sales Service Center in the collaboration with Customer Relationship Management (CRM Department), as channel of services which provided to Sales Network & Partners. Highly responsible to provide excellent services based on SLA which raised through ticket management & hotline services (calls, emails & chat). Intensively collaboration with Process Office for any Improvements & New Initiative Projects as Business Owner.
Home Credit IndonesiaProcess Management Sr. Manager | Project Process Office
Jan. 2019 - Oct. 2019Greater Jakarta Area, IndonesiaHighly responsible for changing management as to have the same grand design in all crossed business function. Built end to end processes with Product owner of JIRA Ticketing system & Sales Network Mobile Apps as tools to support crossed functions ticket escalation process and increase Sales Volume performance. Have a deep interest in details & data driven as to gain the big picture and analyze the root cause which the result as problem solving as to improvements areas. Intensively engaged with projects and processes crossed functional business units. Fully responsibility in term of documentation procedures, policies, process maps, Customer journey and published them to all stakeholders. Working closely with Legal, Risk, Internal audit, Antifraud as to gain fully understanding each of their process management which could help business function (Sales, KAC, B2B – Partnership, CRM, Marketing, Operations, Digital and Finance) to improve.
Home Credit IndonesiaAfter Sales Service Manager | Sales Operations
May. 2017 - Dec. 2018Greater Jakarta Area, IndonesiaCrossed function utilize in order to develop project improvements and processes related to Sales Operations & Sales Network interest that assigned by management. Setting up SOPs, Working Instruction, and Training Material both internally and crossed functional departments. Conducting trainings to all new joiner after sales service operators, and team leaders as well as the refreshment in quarterly basis. Extensively had an experience in big Project “Paperless” and “POS Online” (new sales channel) in Sales Operations to overview the mobile apps for customers, web based applications for Partners which impact with after sales service supports for Customers, Sales Network & Partners. Highly responsible to establish and develop Sales Call Center (operating system & processes) as to support Sales Network, KAC & Partnership by conducting outbound calls that related with promos, new launch products, and inbound services to Partners. Working closely with Sales Network, Project Process Office, Legal, Anti-Fraud, Risk, Marketing & Strategy, IT, Operations and Customer Experience Department as to gain customers' satisfaction which will increase sales volume in POS (Point of Sale).
PT Astra Aviva LifeCustomer Experience Call Center Assistant Manager | Customer Experience Management
Jun. 2016 - Apr. 2017Pondok Indah Office Tower, Jakarta IndonesiaHighly responsible in charge of operational, quality control management, and KPI’s of Astra Aviva Life Call Center as a part of Customer Experience Department. Highly responsible in projects (IVR, web chat, contact center operating system) related to Call center matters. Responsible related with customer satisfaction due to impact with brand awareness of the products. Responsible in submitting data reports monthly of all call center activities (including Quality Control Management Monitoring) to Assistant Vice President and Chief Operating Officer.
AXA FinancialCustomer Care - Complaint Management Team Lead | Customer Care Centre
Sep. 2014 - Jun. 2016AXA Tower Kuningan City, JakartaComplaint Management Unit is a part in Customer Care Centre Department. Handling Complaints from Customers and Distributors in a role to achieve customers' satisfaction.
AXA FinancialCustomer Care Associate | Customer Care Centre
Dec. 2011 - Sep. 2014AXA Tower Kuningan City, Jakarta, IndonesiaHandling request, queries, questions, and complaints from customers and marketing agents.
PT. Telkom Indonesia, Chevron Pacific Indonesia Rumbai BasedSenior Internet Camp Helpdesk
Sep. 2009 - Oct. 2011Rumbai, Pekanbaru Riau, IndonesiaHandle all queries from User (Chevron's employee all districts) due to Telecommunications issues.
Radio Warna 104,2 FM PekanbaruRadio Announcer
Sep. 2005 - Aug. 2007Pekanbaru Area, Riau, IndonesiaRadio Announcer, Voice Talents for several Radio Commercials, Held interviews in Talk Show Programs
Intermedia Communications & AdvertisingMedia Planner
Jan. 2004 - Jul. 2005Wisma Iskandaryah Jakarta IndonesiaResponsible in client's budgeting and media placing in terms of advertisement
Intch is a Professional Networking App for the Future of WorkSee more people like Nina on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
189258 people
52
Logistics @ java trans pacific
15
Creative Director & Designer
27
Creative Director @ MD MEDIA by TELKOM INDONESIA
42321 people
52
Logistics @ java trans pacific
20
Senior Public Relations Manager @ Alika Communication
24
Founder & CEO @ Cosmo Crew Kids