Alma Imani

Operations professional with nearly 2 years of experience driving service reliability and process efficiency at scale within LRT Jabodebek. Skilled in managing 50+ monthly service tickets, monitoring SLA compliance, coordinating cross-functional teams, and maintaining operational data integrity. Google-certified in Project Management, with a strong track record of owning end-to-end operational workflows and translating field-level issues into structured, actionable processes.

IT Helpdesk & Service Operations — LRT Jabodebek at PT Reska Multi Usaha (KAI Services) (2024-11 – Present)

• Own end-to-end incident lifecycle for 50+ monthly service tickets and work orders through BMC Remedy, from triage to resolution, maintaining SLA compliance and cross-team accountability.
• Drive SLA performance by proactively following up with relevant teams on outstanding incidents and work orders.
• Coordinate resolution workflows with L2 technicians across operational areas, tracking progress and closing the loop on reported issues.
• Monitor operational systems (PIDS, AFC, CCTV) in real time, surfacing disruptions to the right teams before they escalate.
• Cross-reference people-counting data against trainset operations to support data-driven operational decisions.
• Maintain the integrity of operational and asset records asset tracking, transfers, and BAST documentation as a single source of truth for management.
• Deliver daily operational reports that give leadership accurate, real-time visibility into service performance.

Marketing Operation Support Freelance at Mission-E Indonesia (2024-01 – 2024-02)

• Coordinated content planning, execution, and performance tracking across Instagram, using performance data to drive scheduling and optimization decisions.
• Managed end-to-end content operations documentation, visual asset coordination, and daily reporting to maintain consistency across a multi-stakeholder workflow.

Admin Room and Maintenance Intern at PT Rukita Bhinneka Indonesia (2023-06 – 2023-09)

• Planned and scheduled maintenance operations across multiple properties, including preventive maintenance (AC deep cleaning, water tank cleaning) based on operational requirements.
• Managed the full work order lifecycle using Salesforce and Google Sheets, tracking completion status and closing gaps in outstanding work.
• Audited Salesforce dashboards to identify service breakdowns work orders dispatched but left unresolved and drove follow-up to closure.
• Supported inventory operations, including stock-taking, warranty tracking, and technician resourcing.
• Coordinated an ad-hoc maintenance reporting project assigned by management to resolve outstanding AC deep-cleaning reports across multiple Rukita properties.
• Maintained structured documentation across schedules, work orders, and completion records to support operational continuity.

Bachelor's Degree in Management Business Telecommunications and Informatics (MBTI) – Telkom University (2020 – 2024)