Years of experience: 17

Training&Development SpecialistHRService Quality ManagerCustomer Care SpecialistCustomer ServiceCall Center Trainer

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Irwin's Career Path
Training ManagerJul. 2016 -
Mar. 2023
GrabTraining Manager
Indonesia, JakartaBuilt national CX training roadmap aligned with onboarding, product mastery, service behavior, and leadership capability. Designed curriculum architecture and instructional design using blended learning models. Converted VoC, CSAT, NPS, and operational data into programs delivering 10ā€“18% CX uplift and 25%+ complaint reduction. Owned training performance management, LMS governance, and knowle...
Call Center ManagerJun. 2015 -
Mar. 2016
DocDoc Pte. Ltd.Call Center Manager
Indonesia, JakartaOwned CX capability roadmap across workforce planning, quality governance, and service optimization. Embedded training curriculum and coaching frameworks based on VoC and QA diagnostics. Delivered 15%+ productivity gains and service consistency uplift.
Head of Education OfficersApr. 2014 -
Mar. 2015
Wall Street EnglishHead of Education Officers
Indonesia, JakartaLed CX and sales capability roadmap for education consultants and telemarketing teams across acquisition and retention journeys. Designed curriculum and coaching frameworks to improve lead conversion, customer engagement, and learning experience consistency. Partnered with Marketing and Corporate Sales to translate customer journey insights and performance data into targeted capability progra...

Irwin's Posts

  • 2

    How I can help you

    I specialize in streamlining training processes from identifying learning needs to post-training evaluation. By uncovering root issues and crafting tailored curricula, I ensure impactful, customized learning journeys for organizations.

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    People I am looking for

    Seeking partnerships with service-focused businesses or MSMEs. I offer customized insights, creative strategies, and engaging delivery to address challenges like complaint handling and SOP complexities.

  • 2

    Experience & Cases

    Achievements include a national CX training roadmap and blended learning designs leading to significant CX improvements and complaint reductions. Previous clients include Grab Indonesia.

  • 2

    How to contact

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  • 0

    About myself

    Accomplished training expert with over two decades of CX and sales training experience. Achieved a 10% boost in CSAT & NPS through strategic learning initiatives and reduced complaints by 25%. Enhanced new hire productivity by 30% with optimized learning solutions.

  • 0

    Job Description

    Seeking to craft and enhance training frameworks and quality measures in a customer-centric organization dedicated to delivering exceptional service and improving customer satisfaction.

  • 0

    How to contact

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