As a freelance customer experience consultant, I specialize in delivering end-to-end solutions for customer experience management. From conducting thorough assessments to implementing robust measurement and optimization strategies, I guide organizations through the entire spectrum of enhancing the customer journey. My services include stakeholder coaching, facilitating effective change management processes, and crafting or refining the structure of a company's CX program. With a client base across Southeast Asia, I bring extensive experience and expertise to ensure that businesses not only meet but exceed customer expectations, fostering sustained growth and success.

ELMO is deeply committed to fostering a transformative and inclusive environment for the neurodivergent community in Indonesia. Our dedication extends beyond creating a space for socialization and personal development; it encompasses a holistic mission to guide neurodivergent individuals towards independence and self-sufficiency. By collaborating with skilled instructors, providing mentorship programs, and challenging societal stigmas, ELMO strives to empower neurodivergent individuals, offering not just acceptance but celebration of neurodiversity. We are devoted to making a positive impact, creating meaningful connections within the community, and contributing to the broader acceptance and understanding of neurodivergence in the Indonesian context.

Utilizing data analysis expertise, I spearhead informed enhancements for Circles.Life's customer journeys. I lead cross-department projects to implement these improvements, showcasing adept project management and stakeholder management skills.

Support and lead the global rollout of business process changes for projects within the Digital Customer Experience (DCX) team, encompassing the MyCepheid platform and the internal Salesforce-based customer inquiry management system.

Leveraging business and market expertise to develop Pearson Asia's digital experience, including overseeing the launch and management of e-commerce operations. Additionally, initiated the launch of Pearson Asia's website to generate leads and implemented the leads qualification process.

Directed a high-performing Service Delivery team spread across Asia and established an external Call Center team, ensuring the success of customers across diverse segments (B2B, B2C, government bodies) in utilizing our solution.

Led a team offering comprehensive pre-sales and post-sales support, providing product knowledge to support the sales team. Oversaw onboarding and ongoing services for customers, managing various aspects including technical implementation, project management, change management, user training, help desk management, efficacy review, and best practices.

Established, launched, and managed the school district's student information system (PowerSchool), concurrently implementing change management initiatives across the entire district.

I was primarily tasked with planning and managing SwissCham's events, overseeing the entire process from ideation and budgeting to event management, including the creative aspects of SwissCham's events and marketing materials.