Sectors
Recent
Experience
Twenty-nine years solid experience in Service Quality, Contact Center Management, Strategy Development, Project Management and Process Re-engineering (Lean Management, Six Sigma, process improvement) and Business Analytics (Database Marketing, Data Mining, Segmentation and Customer Relationship Management).
01
Chief of Customer Excellence and Centralized Services (2016∙now)
Lead, designed, and executed best in class Customer Experience | Various recognitions for outstanding Service Performance | Lead Process Improvement and key projects | Top 3 Voice of Employee program for team performance
02
Head of Customer Experience, Decision Management and Global Consumer Banking Academy, Citibank (2015∙2016)
Developed and executed best in class Customer Experience | Lead Decision Management | Lead GCB Academy for learning solutions
03
Head of Service, Operational Excellence and Call Center, Retail Banking, PermataBank (2009∙2015)
Initiated, led, & implemented overall Service Excellence and Customer Experience , Operational Excellence (Process Improvement) , & Business Intelligence Unit (Business Analytics)
Highlighted Skills
01
People Development
Enhances employee skills through training and mentorship, boosting productivity and job satisfaction. Includes setting goals, providing feedback, and tracking progress to ensure continuous improvement.
02
Business Analysis
Evaluates business processes, identifies needs, and proposes solutions to optimize performance. Key tasks include data analysis, creating reports, and recommending strategic changes to improve efficiency and profitability
03
Business Strategy
Formulates and implements plans to achieve long-term business goals. Involves identifying competitive advantages, and aligning resources to drive growth and profitability.
04
Project Management
Planning, executing, and overseeing projects to ensure they meet objectives within scope, time, and budget constraints. Involves task coordination, resource management, and stakeholder communication for successful project delivery.
05
Operational Excellence
Improving processes to enhance efficiency and quality. Implementing best practices, continuous improvement initiatives, and performance metrics to achieve superior operational performance.
