Award-winning CX Operations Leader | BPO Governance | CX Strategy | Zendesk & Salesforce | Financial Projections & Cost Control | 9+ Years at Indonesia's #1 & SEA Top E-commerce Platform

Customer Experience and Operations leader with 9+ years building, transforming, and scaling service operations at Tokopedia and Bytedance (Tiktok Shop), two of Southeast Asia's most recognized e-commerce platforms.

Most recently, I led end-to-end service delivery for the Tokopedia-TikTok Shop integration, one of the region's most complex e-commerce platform mergers. Overseeing BPO governance, escalation frameworks, SLA alignment, and team performance across millions of customers.

My work has delivered:
📌 Multi-billion IDR annual cost savings through BPO optimisation
📌 Gold & Silver Medals: Best Contact Center, APAC & World (2020–2021)
📌 Seamless service transitions during high-stakes platform integrations
📌 A seat on the Contact Center World Advisory Board since 2023

What I offer to you:
✅ CX Strategy & Operations: Design and implement CX strategy, escalation models, SOPs, and workflow automation from the ground up
✅ BPO Vendor Management & Governance: Build and govern BPO partnerships for performance, compliance, and cost efficiency
✅ Zendesk & Salesforce Consulting: Hands-on experience as agent, evaluator, and implementation consultant including Help Centre setup, routing, triggers, and team training
✅ Financial Projections & Cost Modelling: Board-level cost optimisation models, headcount planning, and BPO cost waterfall analyses
✅ KPI/KQI Frameworks & Executive Reporting:Performance governance and structured reporting aligned to business objectives
✅ Translation (English ↔ Indonesian): Native Indonesian, full professional English proficiency
✅ Excel & Data Analysis: Dashboards, financial models, data cleaning, and operational reporting

Whether you need to build a support operation from scratch, audit your BPO partnerships, improve service delivery KPIs, set up Zendesk or Salesforce, or model your operational costs, I bring senior strategic thinking and hands-on execution.

🌐 Fluent in English & Indonesian Native
📍 Tangerang, Indonesia — available globally, remote-first

Let's talk about how I can bring operational excellence to your business.

Work Terms

🕐 Availability: Monday–Friday, 8:00 AM–5:00 PM WIB (UTC+7). Flexible to align with APAC, UK, and AU business hours where needed.

⚡ Response Time: I respond to all messages within 24 hours on business days. For urgent matters, I aim to respond same day.

🎯 Project Approach: Before starting any project, I clarify scope, deliverables, and success criteria upfront to avoid misalignment and ensure high-quality output.

📄 Deliverables: Reports and documents delivered in Word, PDF, or Excel as appropriate. All work is original, clearly structured, and ready for immediate use.

🔄 Revisions: Reasonable revisions included in all engagements. My goal is to get it right, not just get it done.

🔒 Confidentiality: Experienced working under NDA. All client information is treated as strictly private and never shared with third parties.

💳 Payment: Comfortable with Guru's SafePay milestone system. I prefer structured milestones aligned to deliverables for longer engagements.

💬 Communication: I prefer clear written briefs and am available for video calls for discovery, check-ins, or delivery presentations.