Didik Setyawan

Results-driven Operations and Client Relationship Management (CRM) professional with over 15 years of leadership experience specializing in Customer Experience (CX), Quality Management, and Vendor Relations within the financial and telecommunications sectors. Proven track record of leading high-performing teams, optimizing large-scale call center operations, and executing strategic initiatives that raised customer satisfaction scores to a consistent 9.6/10. Adept at contract negotiations, SLA enforcement, and cross-functional collaboration to deliver seamless, omni-channel service delivery.

Operation and Research Development Manager at PT Karya Bangun Sempurna (2025-11 – Present)

• Reviewed complex proposals and negotiated high-value contracts, pricing matrixes, and Service Level Agreements (SLAs) to optimize operational spending.
• Monitored vendor performance strictly against corporate KPIs and contractual obligations to ensure premium service quality.
• Developed and executed operational strategies to streamline vendor integration, significantly improving overall efficiency and alignment with corporate objectives.
• Strengthened critical vendor relationships by maintaining open communication channels and promptly resolving operational disputes.

Account Manager at PT Aruga Digital Transformasi (2025-01 – 2025-10)

• Manage end-to-end client portfolios, including strategic onboarding, project coordination, and continuous support to maximize client retention.
• Cultivated and maintained strategic, long-term relationships with key corporate accounts to identify and drive new business growth.
• Collaborated closely with internal Sales, Marketing, and Operations departments to ensure seamless service delivery and unified client solutions.

Client Care, PIC Claim & Development Supervisor at PT Sun Life Financial Indonesia (2023-01 – 2024-10)

• Formulated and executed operational development plans alongside the CRM leadership team, achieving a 75% success rate in meeting target improvement milestones.
• Championed procedural improvements across the PIC claim lifecycle to substantially reduce client friction and minimize complaint volume.
• Directed client satisfaction monitoring initiatives, securing an exceptional 9.6/10 score in performance evaluations through strict SOP governance.
• Designed and delivered targeted training workshops for CRM personnel, focusing on client care excellence and optimized claim handling workflows.

Quality Assurance & Development Specialist Supervisor at PT Sun Life Financial Indonesia (2021-01 – 2023-10)

• Led quality assessment initiatives across departments to identify operational gaps and deliver actionable development plans for the CRM business unit.
• Partnered with team leaders to map out custom performance metrics, resulting in a 75% achievement rate in team developmental milestones.
• Facilitated comprehensive training frameworks for corporate new hires and existing staff to augment technical skills regarding QA processes.

Client Care Supervisor at PT Sun Life Financial Indonesia (2017-01 – 2021-10)

• Supervised the daily workflows of the client care team to guarantee strict adherence to corporate quality baselines, maintaining a 9.6 client satisfaction index.
• Deployed expanded customer service capabilities by establishing dedicated walk-in branches and virtual customer care rooms across all office networks.
• Streamlined the customer feedback loop by integrating on-site tablet surveys, yielding a 13% increase in feedback collection from walk-in clients.

Complaint Management Supervisor at PT Sun Life Financial Indonesia (2015-01 – 2017-10)

• Overseeing end-to-end complaint lifecycles while optimizing daily operations, accelerating resolved cases within the 5-Business Day Turnaround Time (TAT) by 8%.
• Conceptualized and deployed automated tracking and reporting tools, decreasing SLA breaches and late resolutions by 4%.
• Generated comprehensive analytical reports on complaint trends to provide executive leadership with data-driven service delivery insights.

Call Center Supervisor at PT Sun Life Financial Indonesia (2012-01 – 2015-10)

• Directed fast-paced call center operations and introduced tactical procedural updates, securing a 90% service level while driving the call abandon rate below 5%.
• Coached and mentored an expansive team of call center agents to ensure alignment with international best practices and quality service metrics.

Call Center Officer at PT Sun Life Financial Indonesia (2006-01 – 2012-12)

Call Center Officer at PT CIMB Sunlife (2006-01 – 2012-12)

Call Center Officer at HSBC (2006-01 – 2012-12)

Call Center Officer at PT Indosat (2006-01 – 2012-12)

Bachelor in International Relations – Universitas Pembangunan Nasional Veteran (2005-06)