Kristin The
SURREY,BC
Summary
Experienced professional with over 5 years of expertise in optimizing CX processes, connecting with people and driving improvements through thorough research and analysis. Proven track record in budgeting and fraud management, with a versatile background in diverse industries including transport, retail e-commerce, and the public sector. A dedicated collaborator, deriving satisfaction from collective problem-solving endeavors, with interest in effecting positive social change. Proficient in utilizing customer service tools such as Salesforce, and Zendesk highlights a comprehensive approach to enhancing operational efficiency.
Overview
8
8
years of professional experience
Work History
Head of Helpdesk
MINISTRY OF HEALTH OF THE REPUBLIC OF INDONESIA
05.2022 - 08.2023
- Formed the internal Helpdesk team and the managed services helpdesk team, overseeing the tender processes by formulating vendor requirements, system prerequisites, target benchmarks, and staffing criteria
- Developed user journeys to discern suitable support for a diverse range of end users within the Ministry of Health, spanning health workers, medical students, and mothers
- This effort aimed to guarantee consistent and smooth support experiences across all touchpoints
- Delivering proactive support to Indonesian citizens through WhatsApp assistance and in-person visits to health centers across the country, enabling a direct presence on the ground and firsthand insights generation, which aim to continuously gain insights and drive improvements
- Maintaining ongoing collaboration with various stakeholders both within and outside the team, including C-level executives within the organization and external entities beyond the Ministry of Health
- This involves tackling issues, devising solutions, and collectively driving improvements
- Established and executed a 360-degree feedback loop, channeling input from end users to the product team, tech team, and program managers
- This was accomplished through the implementation of routine customer satisfaction surveys distributed to users throughout Indonesia, with the objective of achieving a satisfaction level of 4 out of 5.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Strategic Project Senior Associate
SHOPEE
09.2021 - 04.2022
- Implemented strategic enhancements to ShopeeFood Instant Prep feature, effectively facilitating a smoother and quicker food delivery process spanning from order placement to final delivery, leading to a surge in the count of active merchants from 16,000 to 150,000 within the short span of four months
- Consistently managed to maintain a reduction of average of 2-3 minutes in delivery time from order to complete delivery, as aligned with the company’s OKR.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
Risk Policy Analyst
GoTo Financial (GoTo Group)
01.2020 - 09.2021
- Reduced % First Payment Default rate by 13% Pre and during Covid-19, and has maintained a stable rate within the targeted rate as aligned with the company’s OKR
- Drove and oversaw the migration of 10 manual fraud rules to a fraud engine automation framework, encompassing hands-on involvement in smoke testing and launch coordination, Designing detailed step-by-step processes for the rules, coordinating the creation of block codes to improve rule identification, and seamlessly integrating the fraud rules into the internal fraud engine
- This effort heightened efficiency in fraud prevention mechanisms and a significant reduction in manual intervention, which aligned with the company's strategic
- Objectives & Key Results (OKR).
Head of Customer Service & Processing
GoTo Financial (GoTo Group)
06.2018 - 01.2020
- Managed, trained, and supervised the metrics of a team of 50 outsourced agents and full-time employees in providing quality service to customers
- Ensured attainment of an out of 100% overall Service Level Agreement (SLA) across all products, aiming to address customer concerns within a 24-hour timeframe
- Designed and implemented Salesforce Service Cloud and Genesys PureCloud infrastructures
- Established a comprehensive training framework, leading to the consistent maintenance of an overall weekly agent support quality metrics at 95% out of 100%
- Maintained an efficient organizational structure through the formulation of headcount projections and workforce management strategies
- Fostered a supportive working culture and monitored agents' performance metrics and satisfaction, resulting in the accomplishment of less than 5% attrition of quality agents
- Collaborated with outsourcing staffing vendors and spearheaded end-to-end hiring and onboarding procedures, encompassing interview case studies and the hiring decision process.
Regional Community Operations Specialist
UBER
04.2017 - 06.2018
- Led a team of 30+ full-time and outsourced agents, responsible for operations within the transport and special projects sectors
- Oversaw national contact center performance,ensuring good CSAT (customer satisfaction) scores, improved productivity (via reduced handling time and increased tickets processed per hour), quality assurance, and staffing optimization
- Engaged in a retention initiative named the "Proactive Churn Driver" project, playing a significant role in contributing to a 9.1% increase in driver partners' supply hours and trips within the first 2 months after its launch
- This was accomplished by employing proactive calling techniques and promptly addressing issues at hand
- Contributed to a low fare support project, playing a pivotal role in tripling efficiency, slashing the support defect rate by 70%, and generating cost savings of $400,000 through the implementation of support process experiments
- Contributed to the successful execution of a new global product launch, actively participating in the effort to maximize insights
- Achieved the outcome of capturing 96% of total insights originating from Indonesia on a global scale through consistent monitoring and regular weekly reviews
- Drove and led cross-functional projects and facilitated alignment and communication across senior level stakeholders.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Customer Experience Specialist
ZALORA
12.2015 - 03.2017
- Achieved an 11% increase in the Net Promoter Score over a span of 10 months, accomplished through the utilization of business data analyses
- Initiated and led cross-functional projects with multiple stakeholders to achieve organizational efficiencies
- Drew insights from data analysis and process review to find business problems and to prioritize solutions through projects and deliver project impact measurements through reporting to both regional and in-country stakeholders
Education
Master of International Marketing - International Marketing
Hult International Business School
San Francisco, CA08.2015
Bachelor of Science - Business, Marketing and Entrepreneurship
Indiana University, Kelley School of Business
Bloomington, IN12.2013
Skills
- Salesforce Service Cloud
- Salesforce social studio (certified)
- Genesys PureCloud (certified)
- Standard SQL (Basic)
- G-Suites (Google Sheets, Docs, Slides, Drive)
- Microsoft Office (Word, Excel, PowerPoint, Access)
- Zendesk
- CleverTap
- Metabase
- SOP Development
- Workforce Planning
- Support Ticket System Management
Spoken languages
- English
- Indonesian
Timeline
Head of Helpdesk
MINISTRY OF HEALTH OF THE REPUBLIC OF INDONESIA
05.2022 - 08.2023
Strategic Project Senior Associate
SHOPEE
09.2021 - 04.2022
Risk Policy Analyst
GoTo Financial (GoTo Group)
01.2020 - 09.2021
Head of Customer Service & Processing
GoTo Financial (GoTo Group)
06.2018 - 01.2020
Regional Community Operations Specialist
UBER
04.2017 - 06.2018
Customer Experience Specialist
ZALORA
12.2015 - 03.2017
Master of International Marketing - International Marketing
Hult International Business School
Bachelor of Science - Business, Marketing and Entrepreneurship
Indiana University, Kelley School of Business
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