I help businesses design, audit, and improve their customer service operations, from strategy to execution.
With 9+ years leading CX operations at Tokopedia and ByteDance across millions of customers, I bring both senior strategic thinking and hands-on delivery capability.
What I deliver:
- CX operations audit with findings and recommendations
- Escalation framework and workflow design
- SOP development and documentation
- KPI/KQI performance framework setup
- Service delivery governance and structured executive reporting
Ideal for: E-commerce, SaaS, startups, and SMEs building or improving their customer support operations.
Gold & Silver Medal Winner — APAC & World Contact Center Awards (2020–2021).
Contact Center World Advisory Board Member since 2023.