Muhammad Azhar Email & Phone Number

Bali, Indonesia

Leading airasia ride team in Bali, Responsible to Business and day to day operations

Jakarta Selatan, Jakarta, Indonesia

• Initiate strategy on how to measure it, in terms of Mitra’s growth, managing end-to-end, continuously analyze and improve the strategy• Managing all retention team in doing their job (Mitra admin, Mitra success, CRS)• Analyze trends, Mitra demands change, and competitor analysis to explore applicable Mitra growth• Contributing in proposing product roadmap, designing and experiments/tests• Supervising team in finding root cause / bottlenecks of retention growth… Show more • Initiate strategy on how to measure it, in terms of Mitra’s growth, managing end-to-end, continuously analyze and improve the strategy• Managing all retention team in doing their job (Mitra admin, Mitra success, CRS)• Analyze trends, Mitra demands change, and competitor analysis to explore applicable Mitra growth• Contributing in proposing product roadmap, designing and experiments/tests• Supervising team in finding root cause / bottlenecks of retention growth and providing solutions to maximize Mitra performance (in national level) Show less

Jakarta, Indonesia

• Build and lead a process optimization team to improve Lalamove driver quality supply across all markets• Identify gaps between Standard Operating Procedures and on ground execution for market enforcemento Successfully create new Code of Conduct and Driving Safety Guide o Create improvement to flow execution, suspension and termination• Work with Product Team to automate standardized processes and improve process effectiveness and efficiencyo Develop assessment… Show more • Build and lead a process optimization team to improve Lalamove driver quality supply across all markets• Identify gaps between Standard Operating Procedures and on ground execution for market enforcemento Successfully create new Code of Conduct and Driving Safety Guide o Create improvement to flow execution, suspension and termination• Work with Product Team to automate standardized processes and improve process effectiveness and efficiencyo Develop assessment features for drivers to always be in good quality when doing delivery• Detect fraudulent activities, based on detailed data and learned patterns• Closely communicate and collaborate with each stakeholder to facilitate understanding, initiatives planning and execution, learnings, implementation and enforcement to address local problems and opportunities• Rally and lead special project related to Driver Quality Operations include develop community, engagement and retention Show less

Jakarta Selatan, Jakarta, Indonesia

• Analyze onboarding platform system & performance• Implement improvement based on analysis, includes but not limited to : bug escalation, quality of vetting by reviewer, cost per review & SLA of reviewing• Review and update the end to end onboarding policy, alignment with Territory, Legal, Public Affair and Strategic Ops Team.

Jakarta, Indonesia

• Extract, analyze and monitor from quantitative customer experience metrics from multiple data sources using various business intelligence tools (Tableau, Holistics and Gamma)• Rally, lead and coordinate project teams with other departments to implement the resulting process improvement customer experience• Rally and lead special project related to Operations and or 2W Drivers experienceo Increase brand Awareness Grab about Quality through Project HUMANo Successfully… Show more • Extract, analyze and monitor from quantitative customer experience metrics from multiple data sources using various business intelligence tools (Tableau, Holistics and Gamma)• Rally, lead and coordinate project teams with other departments to implement the resulting process improvement customer experience• Rally and lead special project related to Operations and or 2W Drivers experienceo Increase brand Awareness Grab about Quality through Project HUMANo Successfully distribute & change old attributes to new, to 30k target driver in 1 dayo Successfully callback 37% of the churn driver with high performance• Create, monitoring and setting budget incentives scheme by weekly on the system for 2W drivers in the city of Jakarta and Big 10 citieso Setting the incentives scheme weekly basis on the system with zero errors for 10 cities• Create, monitoring and optimize SLA for handling Zendesk ticket from 2W JKT drivers related to Operations, work closely with CE and GDC Teamo Reduce the number of Zendesk tickets entered through SLA optimization, reduce the number ticket from 300/week (in avg) to 170/week (56% in Rate)o Rally and lead project CE-ducation to 50 GDC member (Jabodetabek) with training and develop Guidebook to CE & GDC Team how to solve the general problem issue related to 2W operations Show less

Jakarta, Indonesia

• Gather qualitative customer experience / feedback via research methodologies such as surveys, interview and FGDo Successfully rally and lead FGD & Engagement program monthly with attendance rate 90%o Successfully build relationships with over 8.000 drivers and 100+ community leaders through FGD and visit basecamp (kopdar)o Successfully compile and mapping over 100 of community spread across Jabo and then divide it into pros, cons and neutral segmentso Managed to dampen the… Show more • Gather qualitative customer experience / feedback via research methodologies such as surveys, interview and FGDo Successfully rally and lead FGD & Engagement program monthly with attendance rate 90%o Successfully build relationships with over 8.000 drivers and 100+ community leaders through FGD and visit basecamp (kopdar)o Successfully compile and mapping over 100 of community spread across Jabo and then divide it into pros, cons and neutral segmentso Managed to dampen the demonstration without damageo Successfully compile and mapping over 100 of community spread across Jabo and then divide it into pros, cons and neutral segmentso Reduce the number of drivers move to competitor• Gather insight from Partner/ Drivers experience to improve customer satisfaction across the entire riding journeyo Successfully capture the issues about driver apps from the driver side and convey to the team's products for improvement, e.g : promo abuse, bug application & miscalculation of jobo Increase and maintain driver activeness at rate 80%o Develop rewarding program to boost the performance of driverso Keeping incentives payments timely manner• Conduct market and competitor analyses on trends and opportunities in ride hailingo Successfully track down the drivers who join competitors and call them backo Successfully set the additional incentives scheme & loyalty program• Develop material training and Quality control for 2W Jabodetabeko Work closely with Special Project from HQ Team to create a quality assessment or quality control scheme that serves as a benchmark in the presento Providing safety riding training to 5k-10k drivers (new joiner)• Analyze operations performance and identify problematic area and suggest improvements to boost performance based on data• Detect fraudulent activities on 2W drivers, based on detailed data and learned patternso Finding the pattern of fraud & keeping the fraud rate below 2% Show less

Greater Jakarta Area, Indonesia

• Minimize gross flow bucket X to 30+ by monthly with comparison cycle to cycle inventory• Analyze and monitor performance by daily report EOP & SOC to improvement in the next week• Drive team to achieve the target already set by the Company and make sure to implement strategies that have been made with Regional Manager• Daily data allocation with ACR equalization for each Desk Collection

Greater Jakarta Area, Indonesia

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