Work History

PT VISIONET INTERNATIONAL

(Payments and financial services industry)

Customer Experience KYC Lead 

• Leadership in KYC and QA Teams: Led the KYC Ops team in processing EKYC for customer account upgrades, including CDD and EDD for high-risk users and PEPs. Oversaw the QA KYC team, ensuring compliance with company T&Cs through analysis using False Acceptance Rate and False Rejection Rate methods.

• System Enhancement and Collaboration: Received escalation from CC Ops, Identified issues, proposed system and process improvements to relevant units, and collaborated with Business, Product, Tech, AML, and Risk teams to enhance KYC performance and support audit processes from BI, PPATK, and internal auditors.

• Process Optimization and Documentation: Developed and updated internal procedures and guidance on EKYC processes and fraud identification, working closely with the AML team to monitor high-risk and flagged customers. Leveraged AI tools, including internal and ChatGPT tools, to automate routine tasks and improve operational efficiency.

• People Manager : Managed a team of three, overseeing KYC Operations and QA, while mentoring and developing team members to achieve their KPIs through task delegation and skill improvement initiatives.

• Business Intelligence: Developed data analytics solutions by creating queries in BigQuery to extract data from the Datalake for ad-hoc projects and requests, and designed Business Intelligence reports and dashboards for QA using Power BI.

PT SERVIER INDONESIA 

(Pharmaceutical industry)

Sales Force Effectiveness Analyst 

• Project Leader and System Administration: Led the deployment of Veeva CRM+CLM (Salesforce.com) and served as the local administrator for Veeva CRM+CLM, Power BI, and WAVE, managing user accounts, MCCP, Close Loop Marketing, and coaching reports.

• Collaboration and Stakeholder Communication: Acted as the primary point of contact for Indonesia, liaising with the Headquarter Central Team and external support to manage and maintain Veeva CRM+CLM operations.

• Training and Deployment Management: Oversaw the national deployment of Veeva CRM+CLM, including creating roadmaps, training materials, operational guides, and conducting Train-the-Trainer (TTT) and Train-the-End-User (TTEU) sessions; delivered seasonal training for new hires across all salesforce functions.

• Business Intelligence and Reporting: Developed and managed SQL queries across multiple platforms, integrated data using Talend Open Studio, and created Business Intelligence dashboards with Power BI to provide actionable insights for top management decision-making.

• Cross-Functional Analysis: Collaborated with teams to analyze sales, activity, and qualitative data, delivering cross-departmental reports to evaluate salesforce performance and product insights.

IT Officer 

• Database Management and Development: Designed, developed, and maintained relational database systems using C#, ASP.NET, SQL queries, and SQL Server Analysis Services; centralized data from multiple sources to enhance accessibility and reporting.

• Business Intelligence and Decision Support: Created decision-support systems and Business Intelligence dashboards with Power BI, delivering cross-departmental reports and actionable insights to assist management in decision-making processes.

• Project Implementation and Collaboration: Collaborated with the headquarters team to implement and maintain applications like Microsoft Dynamics 2013 R2 (Navision) and integrated data (ETL) using Talend Open Studio for seamless operations.

• IT Leadership and SFA Management: Temporarily assumed IT Manager responsibilities, managed corporate Salesforce Automation (SFA) solutions for daily activity reporting and digital tools like E-Visualaid.

• Training and Onboarding: Delivered seasonal training for new employees during ITC integration and conducted operational training for CRM tools such as Easymed and E-Visualaid.

• Stakeholder Communication: Presented completed projects and updates to users and stakeholders during Area Manager Meetings and Business Review sessions.

IT Staff (Application & Database Specialist) 

• User Support and Development: Provided support for user requests and worked on relational database systems, designing and developing solutions using C# and ASP.NET.

• Support Systems: Developed semi-Business Intelligence systems to assist management in decision-making processes.

• Project Involvement: Contributed to specific projects, including the implementation of Microsoft Dynamics 2013 R2 (Navision).