Mikko Saifudin A S Email & Phone Number

Jakarta, Indonesia

Jakarta, Indonesia

Double-hatted as the Business Owner for the CRM Platform for Regional Grab Support and the Grab Support Indonesia country team. Regional Business Owner CRM Platform for Grab Support:1. Driving the Product and Engineering team towards optimizing the CRM platform, resulting in streamlined usage for the Grab Support team in South East Asia. 2. Collaborative discussions on product and content specifications among the Product, Engineering, Design and Business teams to drive the… Show more Double-hatted as the Business Owner for the CRM Platform for Regional Grab Support and the Grab Support Indonesia country team. Regional Business Owner CRM Platform for Grab Support:1. Driving the Product and Engineering team towards optimizing the CRM platform, resulting in streamlined usage for the Grab Support team in South East Asia. 2. Collaborative discussions on product and content specifications among the Product, Engineering, Design and Business teams to drive the development of CRM platform features3. Provide support to the Grab Support team across 8 countries to optimize the CRM platform throughout all Grab departmentsIndonesia Country Team - Grab & OVO1. Leading the Grab Support Indonesia country team to achieve improved cost efficiency, streamlined processes, and elevated consumer satisfaction through data-driven insights and analytics.2. Spearheading various process improvement and system optimization projects in collaboration with cross-functional departments and countries resulting in streamlined operations and enhanced proceed performance. 3. Conducting thorough root cause analysis of customer feedback to identify and address gaps in Grab Services through comprehensive product, process, and policy improvements.4. Crafting a top-notch support experience for valued Grab consumers in Indonesia, delivering 5-star Services5.Driving the enhancement and optimization of Grab Support Systems and tools in Indonesia, including Telephony, Ticketing platform and other internal systems, to achieve optimal performance and efficiency Show less

Greater Jakarta Area, Indonesia

Besides role as Reporting & Data Insight I also help Customer Experience to Analyze and identify tools and product used are meet the business requirements

Mega Kuningan - Jakarta

The Service Success team has responsibility to help improving business process on Customer Experience Operation and I have role as Reporting & Data Insight who have responsibilities such as :- Process data quantitative and qualitative to get insight that is used to solve problems- Conduct analysis to aid understanding of the root causes problem & Give the recommendation to improve Customer Experience and other businesses related to reduce contact interaction to call centre and… Show more The Service Success team has responsibility to help improving business process on Customer Experience Operation and I have role as Reporting & Data Insight who have responsibilities such as :- Process data quantitative and qualitative to get insight that is used to solve problems- Conduct analysis to aid understanding of the root causes problem & Give the recommendation to improve Customer Experience and other businesses related to reduce contact interaction to call centre and increasing the satisfaction score. - Give recommendation new product or product improvement based on root cause analysis. - Make Report & data visualization dashboard to help analyze Grab product, Grab service and satisfaction score from customer feedback and tracking performance of Customer Experience Metric score.- Analyzing top feedback category and make interpretation from word cloud to understand customer pain points in using Grab Product & Service - Conduct survey and interaction call analysis to understand behavior of customer grab when using product and services- Manage & governance data so that get the metrics needed for reference in measuring processes and customer feedback on Customer experience Show less

Tangerang, Banten, Indonesia

Kicksnclean.id was established with a passion to elevate the shoe care experience in Tangerang City. We aim to be the leading provider of premium shoe maintenance solutions, and since our launch in 2020, we have been successful in serving over 1700 clients who trust us to keep their footwear in impeccable condition. I was Successfully navigated and transformed kicksnclean from struggling small business into a profitability during the challenging COVID-19 period.Achievement :… Show more Kicksnclean.id was established with a passion to elevate the shoe care experience in Tangerang City. We aim to be the leading provider of premium shoe maintenance solutions, and since our launch in 2020, we have been successful in serving over 1700 clients who trust us to keep their footwear in impeccable condition. I was Successfully navigated and transformed kicksnclean from struggling small business into a profitability during the challenging COVID-19 period.Achievement : Revenue is increased by 63% YoYTransaction is increased by 55% YoYNett profit is increased by 120% YoYHere is my strategy to achieving the target: Pivoted the business model, adapting to changing customer needs and market demands.Implemented cost-saving measures and optimized resources to ensure sustainability during uncertain times.Leveraged digital marketing strategies to expand online presence and reach a broader customer base. Show less

Mega Kuningan - Jakarta Selatan

The Customer Analyst has duties and responsibilities for performing analyses and projects to solve a variety of business issues for the Customer Analytics and other departments as required. Such as: - Provide data for other department as need - Processing and visualizing customer behavior data to aid in key business decisions through market segmentation and predictive analytics, and summarizing this data to drive revenue growth- Analyzing the performance and customer satisfaction… Show more The Customer Analyst has duties and responsibilities for performing analyses and projects to solve a variety of business issues for the Customer Analytics and other departments as required. Such as: - Provide data for other department as need - Processing and visualizing customer behavior data to aid in key business decisions through market segmentation and predictive analytics, and summarizing this data to drive revenue growth- Analyzing the performance and customer satisfaction of launched products- Collaborating with stakeholders to define business requirements and analytical needs- Responding to requests for specific, customized reports.- Conducting churn rate, acquisition, and retention analysis to improve customer retention Show less

Master Of Business Administration - Mba, Marketing/Marketing Management, General, 3.71

Bachelor’S Degree, Informatics, 3.18

Activities and Societies: Badan Eksekutif Mahasiswa TIIK UB, Himpunan Mahasiswa Informatika TIIK UB, Gathering & Inauguration TIIK, Open.