About
Customer Success Manager at CaringUp, a cutting-edge medical adherence platform, Specializing in collaborating with insurance companies, TPAs, and other healthcare players to enhance user activation and strategically position our solutions in the market.
🎓 Education & Expertise:
BBA in Business Management from Hult International Business School. My global perspective was further enriched through programs at Binus University International and Chung-Ang University, where I delved into international business, Korean culture, and language. Fluent in both, English and Indonesian and with intermediate proficiency in Korean, I bring a multicultural flair to my professional endeavors.
🌐 Bridging Gaps & Building Connections:
Currently immersing myself in the world of UI/UX design at Designlab, I am excited about blending my customer success background with product design. My goal is to create seamless user experiences that elevate client satisfaction.
Work Experience
Managed the onboarding process for incoming clients simultaneously, ensuring a seamless transition onto the platform and mobile app
- Provide marketing deliverables for clients to help with user acquisition
- Troubleshoot and efficiently address issues reported by clients during the implementation process to ensure a successful onboarding experience.
Designed comprehensive training and onboarding program materials to guide clients throughout the onboarding process better
- Approached training sessions by understanding each client’s unique needs and tailored services to meet their specific requirements
- Continuously seeks opportunities for clients to increase their platform usage, as well as feedback collection turning their insights for future product enhancements and improvements
Developed the Customer Success Role SOP, onboarding schematics, end-to-end customer success database from the ground up
Spearheaded clients’ marketing deliverables with the marketing team — to plan and execute client onboarding campaigns, ensuring an effective strategy
Maintained clear and timely communication both internally and externally with clients and partners.
Fostering strong relationships and transparency, and collaborated intensely with Sales and IT Team
- Managed client retention programs, covered the planning and executed aspects of the initiatives
In charge of client onboarding with UMAI, including account setup, product training, and guided to meet the pre-set metrics for successful onboarding
- Responsible for the clients throughout the entire Onboarding Phase
- Identified and executed strategies for reactive customers who are lagging in product onboarding
- Executed nontechnical support for clients
Managing accounts and KOL for venues in Bali and throughout Indonesia; over 70 venues which include; restaurants, bars, cafes, etc.
Documented used for successful client onboarding and effectively communicated to related departments
Identified areas of opportunity for improvement within processes
- Advocated clients, ensuring clients' feedback is collected systematically and communicated to the product manager/owner
- Identified opportunities to expand the business during the Onboarding Phase with cross-selling or up-selling features/products
Worked on projects both internally and externally with the ultimate aim of streamlining processes and generating revenue
- Managed ambassadors and influencers from Portugal to endorse venues in Bali, currently researching local influencers to be a part of the Affiliation Program
Supervised, managed, and delegated tasks to a team of five
- Conducted weekly meetings for team reflection, problem-solving sessions, and soft-skills development
- Designed and initiated a new SOP for a more effective and conducive performance
Developed an SOP for CRM & Customer Experience
- Developed Customer Service Platform in terms of procedure, the flow of operation, and layout
- Conceptualized and established a new Membership Program regarding registration, membership benefits, membership tiers, terms, and conditions
- Led the development project of E-Payment Method, in charge of the end-to-end platform roadmap - in collaboration with the IT Team
Managed 10 valets; for both Stores and Pick-up & Delivery Service
Trained new employees in preparation for Store Associates assignments, in customer handling and POS navigation
Planned and executed a monthly promotional programs
- Analyzed sales forecasts and seasonal trends
- Reported and reviewed promotional programs' performance
Assigned as a copywriter for social media channels, promotional news, customer experience scripts, etc.
- Supervised Graphic Design Team in fact-checking for Social Media content
Volunteering
Assigned as Head of Administration and Invitation
- Coordinated event receptions
- Assisted in event preparations and rundowns
Organized and delegated models for the runway show
- Directed backstage crew for the final fashion runway
- Assisted stylists with models' costume changes and transitions
Prepared mixers for new incoming students
Assisted and facilitated business simulations and events
Introduced and lead Hult Hunt to assigned groups