Successful projects

Customer Handling Management – Banking

Launched 2024

Transforming Complaints into Insights: CHM Implementation at a Leading Indonesian Bank
When leading the implementation of Customer Handling Management (CHM) at a leading Indonesian bank, the challenges were clear: multiple inbound channels, inconsistent escalation processes, and limited SLA visibility. I formulated a clear scope and aligned business unit needs with Salesforce capabilities—from ticket category design, rule-based routing to the right teams, to integrating existing complaint channels. Using an Agile approach, I orchestrated cross-functional sprints (business owners, operations, IT, vendors), kept the backlog prioritized, and closed each increment with a value-focused demo. I tightly managed project documentation—RACI, risk register, change log—to ensure delivery was on schedule, compliant, and audit-ready.

Measurable Impact on Service & Team
Once the system was stable, I led UAT, developed operational SOPs, and conducted layered training for frontline and supervisors to ensure smooth adoption. As a result, complaint handling was faster and more consistent, SLAs were easier to track, and management gained a real-time dashboard for data-driven decisions. Operations teams now have a single source of truth about ticket status and service performance, while customers experience a more transparent experience. To me, this isn't just a CRM implementation—it's the foundation of scalable service governance, making the organization more agile, scalable, and customer-centric.

Big Data Program - State Owned Company

Launched 2022

As the Account & Program Lead for a Big Data initiative at a state-owned company, I oversaw the design of the enterprise data architecture—from multi-source data ingestion (AMI/SCADA, billing, CRM, operational logs) to a data lake on a platform like Cloudera, with ETL/ELT orchestration (Talend) and data virtualization (Denodo) for fast and controlled access. Working with a cross-functional team, I aligned business needs (network operations, commerce, customer service) with technology capabilities; established data model priorities, data quality rules, catalog and lineage, and governance in accordance with DAMA-DMBOK and security controls. We also established a feature store pipeline for advanced analytics and MLOps (Dataiku) to ensure repeatable, measurable, and audit-ready model development.

Measurable & Scalable Business Impact
This program delivered a single source of truth across units, near-real-time operational and executive dashboards, and a self-service data channel that reduced access time from weeks to days/hours. Initial use cases include predictive maintenance of critical equipment, revenue assurance (anomaly and loss detection), and customer analytics for retention and service quality. With clear SLA/SLO standards and an established data stewardship process, organizations gain end-to-end visibility into data quality and flow. The result: faster, more fact-based business decisions, easier growth of AI initiatives, and a platform data foundation ready to scale for long-term analytics and AI needs.

About Me

Not all challenges are easy to tackle. I recognized this early on in my career. That’s why I now focus on management – looking at the big picture, finding the right people to take on various tasks, and making sure they have everything they need to do it successfully and efficiently.

I pride myself on being a social butterfly. Board meetings, financial statements, or progress presentations. I’ll do them with genuine enthusiasm and understanding.

I flourish in high-stakes environments that evolve rapidly.

Nothing motivates me to get up in the morning more than a challenge.