Work experience

• Tech Support Manager

  PT JST SOFTWARE INDONESIA

  2024.11-Current

  (a year)

  Jakarta Metropolitan Area 1) Led API integrations with J&T Express, J&T Cargo, Midtrans, Accurate, and Toco.id, managing 26 integration initiatives and 25 optimization requests; 2) Conducted competitive product benchmarking against 4 market competitors to support product positioning and feature strategy; 3) Supervised 425+ product testing tasks and 250 product update validations; identified and logged 35 structured product issues to strengthen quality control and release governance; 4) Resolved 202 cross-department product support cases with 98%+ completion rate, supporting Sales, Marketing, OS, and external stakeholders; 5) Directed 39 internal & external training programs (new joiner, CRM,operational training), achieving high satisfaction scores (3.8–3.9/4.0); 6) Oversaw 2,500+ knowledge base and documentation tasks (WIKI WMS,WIKI OMS, Help Center), maintaining 90%+ completion rate and ensuring system localization accuracy (692+ translation tasks); 7) Represented company at SEA HQ (Thailand) and China HQ; Speaker at JST x Akulaku collaboration and J&T Connectpreneur 2025 events; 8) Implemented governance improvements across onboarding alignment, training discipline, cross-department request structuring, and task tracking transparency. 职位:Assistant Product & Training Manager 2024 年9月 - 2024 年 10 月 (2 个月) Jakarta Metropolitan Area have the privilege of guiding a team of 2 talented individuals: - Led the successful API integration with a payment gateway, improving payment processing and system functionality; - Integrated APIs with a logistics company, enabling seamless data exchange between the WMS and external logistics systems, improving shipment tracking and order fulfillment processes; - Enhanced RPS for the Tokopedia API, resulting in faster processing speeds and improved user experience. - Led product optimization initiatives, including the enhancement of features based on feedback and product testing; - Collaborated with sales teams to provide presales support during product demo; - Developed and maintained training documentation, FAQs, and user manuals to enhance end-user experience; - Developed performance metrics to track training effectiveness and made data-driven adjustments to improve training programs; - Led SOP management for task management and customer management for new joiners; - Handle CRM account for Sales, Customer Service, Offline Service, and Operations Team; - Collaborated with marketing teams to provide product support during event and contents creation. 职位:Senior Product & Training Specialist 2024 年7月 - 2024 年 8月 (2 个月) Jakarta, Indonesia - Developed and launched task management systems for all departments using Lark, enhancing cross-departmental collaboration and task efficiency; - Created and launched customer management systems using Lark for the customer service, sales, and offline service teams, improving customer interactions and data accessibility; - Designed and implemented a project management system to track the entire process from lead acquisition to customer onboarding, ensuring a smooth workflow using Lark; - Participated in training sessions in Thailand, gaining insights into best practices and expanding my knowledge of global product implementation; - Developed and launched an issues & solutions management system in the form of an FAQ, reducing the number of customer support requests; -Led product optimization initiatives, including the enhancement of features based on feedback and product testing; - Collaborated with sales teams to provide presales support during product demo; - Collaborated with marketing teams to provide product support during event.
• Product Operations Manager (Talent Acquisition & Operations)

  KUPU ID

  2024.01-2024.03

  (3 months)

  Jakarta Metropolitan Area have the privilege of guiding a team of 5 talented individuals with diverse backgrounds but without HR expertise, together, we focus on: 1. Spearheading experiments to optimize screening calls for candidates with Mandarin skills, striving to uncover the most effective approaches; 2. Conducting immersive training sessions and kick-offs, empowering team members to conduct screening interviews based on our experimental discoveries. Cultivating a culture of continuous learning and exploration is at the heart of our approach; 3. Daily analysis of team performance metrics and individual contributions fuels collaborative efforts to identify areas for improvement and refine strategies for superior results; 4. Translating data findings into actionable strategies, our aim is to enhance both the quantity and quality of candidates reached through our platform. Strategic enhancements are implemented to elevate candidate engagement and satisfaction; 5. Embracing a philosophy of continuous iteration, we refine our strategies based on experiment results and feedback. Through fostering innovation and agility, we strive to create an environment where every team member can thrive; 6. Assisting the headhunting & RPO team in creating a talent pool of Non & Mandarin speakers to meet client requirements; 7. Supporting the headhunting & RPO team in matching candidates from our talent pool to the specific requirements of their clients. 职位:Product Operations Manager (Private Domain) 2023 年 11 月 - 2024 年 1 月 (3 个月) Central Jakarta, Jakarta, Indonesia have the privilege of guiding a team of 7 talented individuals with diverse backgrounds but without HR expertise, together, we focus on: 1. Pioneering experiments to optimize screening calls for candidates on our platform, striving to uncover the most effective approaches; 2. Conducting immersive training sessions and kick-offs, empowering team members to conduct screening interviews based on our experimental discoveries. Cultivating a culture of continuous learning and exploration is at the heart of our approach; 3. Daily analysis of team performance metrics and individual contributions fuels collaborative efforts to identify areas for improvement and refine strategies for superior results; 4. Translating data findings into actionable strategies, our aim is to enhance both the quantity and quality of candidates reached through our platform. Strategic enhancements are implemented to elevate candidate engagement and satisfaction; 5. Embracing a philosophy of continuous iteration, we refine our strategies based on experiment results and feedback. Through fostering innovation and agility, we strive to create an environment where every team member can thrive. 职位:Product Operations Manager 2023 年9月 - 2023 年 11 月 (3 个月) Jakarta, Indonesia - Conduct comprehensive daily analysis of job provider acquisition data derived from telesales and organic channels and perform daily data analysis based on A/B tests and experiments; - Collaborate with teams to optimize performance of acquisition strategies; - Translate data findings into actionable strategies to enhance job posts and Job Providers fulfillment; - Work closely with cross-functional teams including data, Key Account, and product team to implement strategic improvements; - Analyze user behavior and interaction patterns to identify areas for optimization; - Implement A/B tests and experiments to evaluate the impact of changes made based on data analysis; - Continuously iterate and refine strategies based on experiment results to drive optimal job provider activity. 1st Sept 2023 - 17th Nov 2023: Business Operation Department 20th Nov 2023 - 20th Jan 2024: Private Domain Department 22th Jan 2024 - Present: Talent Acquisitions (TA) & Operation Department
• Product System Deputy Expert of HRIS

  Flash Express

  2023.06-2023.08

  (3 months)

  Jakarta, Indonesia Lead optimization and management of enterprise HRIS ecosystem covering Employee Management (HCM), Recruitment (WHRIS), and Mobile Applications (BY, H5) across Indonesia and Malaysia. 1) Own full project lifecycle: requirement gathering, BRD development, system configuration, UAT, stakeholder coordination, and go-live deployment; 2) Act as bridge between HR, IT, Product, and HQ teams to translate business needs into scalable system solutions; 3) Analyze HR workflows to identify automation opportunities and improve operational efficiency. Key Achievements: 1) Redesigned Indonesia address format across web & mobile platforms to enhance data accuracy and compliance; 2) Rebuilt annual leave issuance logic (including contract employees & Hajjleave adjustment) aligned with local labor regulations; 3) Optimized Indonesia overtime calculation rules to improve payroll accuracy; 4) Implemented mandatory document attachment for specific leave types to strengthen policy control; 5) Enhanced resignation workflow by adding separation types, voluntary resignation reasons, and improved notification visibility; 6) Developed automated notification systems (HCID approval alerts, probationresults, field punch alerts to supervisors); 7) Added payroll-related, birthplace, English name, and vehicle data fields to enhance HR reporting capability; 8) Improved shift rotation management (Indonesia 5-day shift model); 9) Optimized HC information download and recruitment workflows for Indonesia & Malaysia; 10) Expanded candidate overview field (1000 characters) and added “Include Sub-Department” hiring visibility feature; 11) Delivered HRIS training sessions and ensured system stability, performance monitoring, and issue resolution. Result: Improved HR data accuracy, reduced manual processing, strengthened compliance, and enhanced cross-department collaboration through system automation. 职位:Product System Deputy Expert of HRIS 2023 年 4月 - 2023 年6月 (3 个月) Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia - Managing and optimizing the HRIS software within an organization; - Support the HR department in effectively utilizing the HRIS and ensuring its smooth operation; - Get deep understanding of the working process of HR department and other related departments; - Get deep understanding also analyzes HR processes and identifies opportunities for process improvement and automation using the HRIS; - Work closely with HR teams to understand their requirements and configure the system to meet those needs, also analyze priority; - Deliver a PRD to optimize the product functions which can fully satisfy user needs; - Follow up the progress of the project, including communicating with Chinese Team, pushing the product plan launch, testing to ensure the quality of the project; - Deliver training programs to ensure HR employees understand how to effectively utilize the HRIS; - Collaborate with Beijing & IT teams to ensure system availability, reliability, and security; - Handle system configurations, updates, and maintenance, and monitor system performance to identify and resolve any issues; - Improve skills of IT & Product and learn knowledge of HR to get better understanding of user needs; - Share experience with team members and help product specialist to develop

Educational experience

• Universitas Tarumanagara

  Strategic Management

  2017.01-2019.01

  (2 years)
• Universitas Tarumanagara

  Accounting

  2013.01-2017.01

  (4 years)

Languages

Certificates