Process Efficiency · Workflow Automation · Customer Experience · Data-Driven Decisions · Digital Product Delivery
Selected work
CRM & Sales · Web & CRM Specialist
A shared WhatsApp inbox for PT Dami Sariwarna’s Menses brand, where an AI Bot answers common questions and hands over to the team when a customer needs a human.
Digital Experience · Business System Consultant & Laravel Developer
A centralized booking system that runs Doctor Trip's entire customer journey, from inquiry and quotation to booking, payment, and travel document issuance, in one trackable flow.
CRM & Sales · Business Process Analyst & Laravel Developer
A centralized travel management system that connects Ramatama's sales, operations, and finance teams, from customer request and quotation to booking, document issuance, invoicing, and payment.
Career
From process associate to operations & automation consultant, across travel, healthcare and SMEs.
Discuss a role or project2024 – Now
CRM & Business System Implementation
Responsible for designing and improving CRM, business systems, and workflow automation to support operational efficiency. I work on optimizing customer lifecycle processes, reporting, team coordination, and digital workflows while implementing practical solutions through CRM platforms, automation, API integrations, and custom business applications.
2023 – 2024
PT. Wisata Impian Universal
Responsible for leading a customer engagement team of four and ensuring consistent service quality and customer satisfaction. I developed training programs that reduced onboarding time by 12% and improved customer satisfaction by 12%. I also helped reduce customer complaints by 13% and improve response times by 15% through structured complaint handling, escalation procedures, and team coaching.
2022 – 2023
PT. Global Tiket Network
Responsible for developing customer care employees through structured onboarding, training, coaching, and performance improvement programs. I helped reduce employee turnover by 12% through improved onboarding processes, introduced recognition initiatives to support employee motivation, and implemented training and escalation improvements that contributed to higher customer satisfaction and faster resolution times.
Earlier, 2018 to 2022
2020 – 2021
Co-Founder / Chief Operating Officer · PT. Swabku Indonesia Maju
2018 – 2022
Customer Support Team Lead · PT. Global Tiket Network
Toolkit
Production-tested across live deployments: CRM platforms, queue workers, BI and team tooling.
Credentials
National professional accreditation, contact-center leadership and C2 English, each with a public verification link.
Certified Specialist
Badan Nasional Sertifikasi Profesi (BNSP) · 2025 – 2028
90 / 100 Distinction
Telexindo Bizmart Indonesia · Lifetime Credential
76 / 100 C2 Proficient
EF Standard English Test · Verified 2024
Entertainment
Tesla Ideas (opens in new tab)
Entertainment
Education
Writing
Systems & CRM · 23 Oct 2026 · 7 min read
Running Meta Ads and getting plenty of WhatsApp chats, but sales stay flat? The problem usually isn't the ads. It's what happens after the click. This article breaks down the five places where leads quietly leak, and how a connected system of landing page, WhatsApp, AI agent, CRM, and analytics turns more of them into paying customers.
Operations Leadership · 28 Sep 2026 · 7 min read
Most businesses don't just need a website. They need a system that manages customers, streamlines operations, and turns daily work into useful data. This article explains how custom Laravel applications, CRM, workflow automation, API integrations, and practical AI can be connected into one ecosystem, following a simple approach: business process, system, automation, data, then AI.
Tell me where the bottleneck is. Send a message and I'll reply by email.
Send an inquiry
