- Spearheaded the identification of key touchpoint interactions within mobile applications, enhancing user engagement in recipe searches, food label scanning, and personalized dietary recommendations.- Crafted comprehensive customer journey maps encompassing meal planning, grocery shopping, culinary preparation, dining experiences, dietary restriction management, and budget optimisation.- Elevated customer and supplier experiences by harnessing AI-driven insights to analyze user behaviour data, enriching platform functionalities and benefits.- Cultivated meaningful interactions among key stakeholders, contributing to a robust and interconnected ecosystem development.

• Implemented an Omnichannel Ordering System utilising Agile Development Methodology within a cross-functional Agile Squad of 20 from IT, Sales, Marketing, and Operations, resulting in £970,000 in revenue within a year through SIM card replacements, service subscriptions, migrations, and starter pack sales.• Engaged with IT and Operations directorates to implement ISO 27001:2015 and ISO 9001:2015 across 400 service centres, ensuring data security and service quality.• Led a cross-functional team of 15 from the IT, Sales, and Operations directorates to establish an Online Queueing System for 400 Telkomsel service centres, reducing operational costs by £240,000 annually.• Coordinated with IT and Operations directorates to implement Secured Access Authentication using MFA for over 3,000 service centre agents, enhancing system access security.• Led a team of 8 Business Analysts in defining business requirements, overseeing system development, and achieving 99% operational reliability for CRM systems, payment & billing systems, and role-based access controls.• Managed outsourced service providers (OSPs) to ensure the operational reliability and swift incident resolution of 450 self-service kiosks and the queueing systems across 400 service centres.• Supervised 2 System Analysts in proactively identifying and resolving CRM system incidents, maintaining a 99% success rate in system operations.Key Achievements:• Awarded Best Supervisor in Customer Care Management Group in 2022• Awarded Champion of Idea Creation Competition in Customer Care Management Group with ideation title “360° Customer Profiling Model” in 2020.

• Initiated the implementation of an Enhanced Closed Loop Customer Satisfaction Evaluation method for all Telkomsel touchpoints (including 400 service centres, 4 call centre sites, and social media platforms). This involved developing reporting dashboards, survey mechanisms, complaint-handling procedures, and omnichannel calculation algorithms to achieve a Net Promoter Score (NPS) above 70.• Coordinated and evaluated the implementation of ISO 9001:2015 with the Operations Directorate across 400 service centres, ensuring service quality and improved NPS.• Established Customer Journey Maps for 7 flagship service centres, providing a seamless in-store service experience and digital attractions.• Created Customer Journey Maps for Social Media Care, Self-Service Kiosk Machines, and Virtual Assistance, enhancing customer service experience and reducing Full-Time Equivalents (FTE).• Analysed and proposed improvement programmes for Customer Satisfaction Scores and NPS, collaborating with the Operations Directorate across all Telkomsel touchpoints to maintain NPS targets.• Evaluated Customer Satisfaction Scores and NPS achievements from all Telkomsel touchpoints to ensure adherence to service standards.• Organised Best Customer Service Awards events with the Sales and Operations Directorates to recognise outstanding service centre agents, enhancing their engagement and service quality.Key Achievements:• Awarded Top Talent Telkom Group with “Very High Potential” Recognition in 2019• Awarded Best Staff in Customer Care Management Group for three consecutive years in 2015 - 2017

Establised business model canvas for Telkom’s android application store by conducting customer validation research using Lean Startup Methodology. Research is done by performing in-depth interviews with smartphone user respondents and then analysing it using the Validation Board.