Jason Kester Hanani Email & Phone Number

Jakarta Metropolitan Area

- Marketplace Ops - Responsible for optimizing and overseeing the marketplace’s operational workflows to ensure seamless buyer and seller interactions- Seller Help Desk - Leads a team dedicated to providing high-quality support to sellers, resolving issues efficiently to improve seller satisfaction and retention- Project Management Office - Manages the project portfolio for the Operations team, overseeing the planning, execution, and reporting of strategic initiatives to enhance overall operational efficiency- Payment Ops - Oversees the payment operations function, focusing on performance and partnership

Jakarta Metropolitan Area

Performance Operations- Analyzed data across operations sub-departments including logistics, payment, customer experience, and warehousing using Excel, Tableau, Looker, SQL, and Python- Utilized lean six sigma methodologies (DMAIC, GSTD, 5S, VSM, etc.) for continuous improvement- Ensured the smooth transition in daily import operations to comply with regulatory changes- Reduced shipping subsidies by 58% by optimizing shipping fees and discount programs- Led and monitored the implementation of cashless and paperless return processes- Managed and monitored performance of all customer payment methods- Developed special processes to handle luxury products and reduce disputes- Gathered requirements to reduce cost redundancies for cross-border orders

Jakarta Metropolitan Area

- Led and analyzed release of marketplace exchange feature to convert 23% of returns into exchanges (Marketplace Operations)- Analyzed and reported weekly NPS score and customer complaints to give feedback for improvements in relevant departments (Customer Experience)- Coordinated with tech and partnership teams to improve payment processes and reduce invalidation rate. (Payment Ops)- Coordinated with vendors to partner for import activities (Supply Chain)

Greater Jakarta Area, Indonesia

- Analyzed and managed capacity, reach, cost, and productivity of nationwide network of 130+ hubs and mini-hubs across 30+ cities nationwide- Led team to manually test end-to-end system processes for every new hub/mini-hub opening- Coordinated across departments to successfully and relocate 7 hubs and 60+ mini-hubs nationwide to improve capacity, reach, productivity, and cost, ensuring payback period of <1 year- Developed business requirements for core network routing system to determine shipment delivery journey and increase end-to-end visibility- Analyzed unit economic costs per process to identify points of improvement- Manually QC tested return system for user app and internal app- Developed and taught return system training material for ground operations

Ann Arbor, Michigan

- Analyzed student admissions data to improve marketing, operations, and customer service decisions and maintain an average net promoter score of 65%- Mapped campus operations and developing standard operating procedure documentation and operations training material to ensure compliance and efficient, consistent quality of service- Designed financial model using Google Sheets for new tuition structure and student textbook and materials sales strategy to increase profit margin in 2020 academic year - Developed KPI dashboard using Google Sheets to clearly record center performance data from 2017-2019 and report performance trends and forecasts for MLC directors and ACCET accrediting body

Greater Jakarta Area, Indonesia

- Analyzed smart parking system and found over 50% discrepancy in data and determined the root causes- Developed Excel simulation to forecast passenger traffic at airport terminal to optimize personnel scheduling and terminal design- Drafted Memorandum of Understanding and Terms of Reference for new projects

Bandung, Indonesia

- Partnered with local businesses to obtain sponsorships for various school events.- Organized informational sessions and open house events.- Designed marketing materials to promote academic programs and school events.- Managed website and social media platforms to increase media exposure