University of Indonesia

A seasoned professional with expertise in Service, Operations and Customer Management.

Gojek

Head of Operations, Financial Services Platform

Head of Operations for Findaya. Managing Contact Center, Credit Operations and Transaction Operations

DKATALIS (Digital Katalis)

Senior Operations Manager

- Enlargement to lead CRM Division on top of Customer Service and Billing Operations- Lead seven departments consisting over 200 staff with multiple skillset and background- Churn management (reminder, retention, recovery) which focus on preventive strategy with multiple retention/collection channel- Dismantle process management with the aim of successfully retrieving company’s assets or winning back churned subscribers- Loyalty program aiming on the increase of subscriber’s revenue, resulting in the increase revenue of 71% of Transvision subscribers and contributing to 18% of total revenue- Portfolio analytics to have a detail understanding of subscribers behavior and segmentation, formulating effective churn and loyalty management strategy and to provide feedback to other divisions such as sales and product management

Indonusa Telemedia  -  TRANSVISION

VP, Customer Service, Billing Operations and CRM Division Head

- Managing multi-channel customer service, billing, payment, contact center operations (human capital management, quality control, MIS, infrastructure), contact center system development, vendor management- Lead four departments consisting over 100 staff with multiple skillset and background- Successfully transformed TransVision Customer Service from outsourced to inhouse managed, to improve customer experience (accessibility, availability, realibility)- Lead transformation of customer service from conventional to digital platform, with the latest result of 30% of monthly interactions coming from digital platform/touchpoints- Winner of Contact Center Service Excellence Award consecutively in 2016 and 2017. Ranked no 1 Call Center in Pay TV Industry- Successfully implemented a shift in service paradigm from reactive to preventive, resulting in complaint ratio reduction by more than 50%- Introduce sales leveraging in Customer Service, creating new revenue stream - Setup and implementation of Billing Operations (process, people, system). Resulting in better customer experience, process improvement and cost efficiency- Strengthen Payment Operations (more payment channel with various benefits, system automation) emphasizing in autodebit (recurring payment). Managed to improve autodebit payment ratio to 20% from total payment with 95% successful transaction, resulting in payment collection ratio improvement by more than 15%- Successfully reduced Billing Operations cost by 42%, Customer Service cost by 19% and Contact Center Operations cost by 10%

VP, Customer Service and Billing Operations Division Head

Roles:- Joined as part of startup team in a new company, which delivers fiber optics based services to retail and corporate customers (high speed internet, interactive cable tv, low cost telephony, value added services)- Direct reporting to Business Operations Director, leading a team of 70 individuals with various backgrounds, skillsets, and locations (Jakarta, Surabaya, Semarang, Bandung)- Managing customer service process from various touch points (hotline, email, social medias, walk in center) to deliver excellent service with emphasize on accessibility and reliability- Managing customer loyalty program (anti attrition and portfolio action) to minimize churn rate and increase ARPU Highlights:- Setup multi-channel customer care utilizing sophisticated technology (contact center system, CRM, customer log) and monitoring tools (IPTV multiviewer, network monitoring system) - Implement Contact Center System using Cisco Contact Center Express, and Telkom hotline of 1500121- Design and implementation of Operational Support System and Billing System- Setup organization structure, job desc, KPI and manpower for Subscriber Management and Anti Attrition Division- Setup Standard Operation Procedures and Service Level Agreements for Subscriber Management and Anti Attrition Division- Launched Walk In Customer Service in branches- Setup anti attrition mechanism with strategic offering and treatment (reminder, retention, recovery)- Setup telemarketing activity, with two distinctive program: autodebit registration (improve payment rate), upgrade (increase ARPU)

PT MNC Kabel Mediacom (Play Media), a member of MNC Group

General Manager - Subscriber Management and Anti Attrition Division Head

Roles:- Manage and develop system and infrastructure for contact center (credit card and banking core system, PBX, IVR, CRM, recording system)- Create data analysis and MIS/Report for end-to-end contact center activities (calls, transactions, service levels, productivity)- Manage financials, expense control, revenue- Manage outsource resource development: recruitment, training, payroll processing, vendor management- Manage operations: customer request fulfillment, general affair, inventory management and purchasing, premises monitoring- Lead and develop a team consisting of 30 employees with various background and employment typesHighlights:- Lead, design and implementation of contact center premises renovation project- Setup telesales revenue generating platform, consistently meeting profitability target- Migration of contact center system from Avaya to Alcatel/Genesys platform- Conduct cost reduction: phone expense, manpower streamlining, outsource performance scheme- Improve call center’s accessibility and reliability by setting up Business Continuity plan (backup site, UPS capability)- Completed various process improvement projects: CRM, employee system, Centralized BI reporting, System of Knowledge, backoffice process automation- Full audit readiness: achieve satisfactory audit review from Bank Indonesia, ISO 9001:2008 and internal Danamon audit unit- Improve service quality, contributing to increased in Danamon’s MRI ranking from 8th to 5th

Bank Danamon Indonesia

Senior Assistant Vice President, Contact Center Service Support Head

Roles:- Manage the operations of Telesales Back-End Processing (Card/Personal Loan application printing, distribution, pre-screening and submission)- Data mining and analysis to monitor performance and develop strategy- Lead and develop a team consisting of 15 employees (for application processing) and 40 couriers (for application distribution)Highlights:- Increase application distribution success rate from 53% to 61%- Decrease screening failure from 6% to 3% for credit card, and 16% to 9% for personal loan- Reduce application distribution cost, from average cost per application of IDR 23,000 to IDR 14,500

ABN AMRO Bank N.V.

Manager, Telesales Application Processing Unit Head

Roles:- Manage internet channel for credit card acquisition and commerce- Develop business plan and strategy, monitor performance- Liaise with related parties (Risk, Marketing Communication, Card Products, Card Acquisition)Highlights:- Nominated as 2006 Global Cards’ Net Growth Challenge Finalist for the category of Channel Expansion and Development- Design and implement Citibank Garuda Credit Card Online Application- Design and implement Citibank Online Member Get Member- Revamp end-to-end process of Citibank EazyPay Catalog online shopping

Citibank

Senior Assistant Manager, Internet Banking Product Manager

Roles:- Manage and develop system and infrastructure for Telesales Division (Cardpac credit card core system, CRM, PBX, NICE recording system)- Manage operations: customer database management, credit card NTB application distribution, expense control, general affair- Lead and develop a team consisting of 4 employeesHighlights:- Design and implement next generation Telesales CRM and its reporting tools- Completed various system related projects to improve process/productivity (phone expense system, Telesales office suites, Internet Merchandising System)- Citibank Extra Miles winner

Panji Puntadewa