Agent Sales Trainer Lead at Rumah123 (2024-09 – 2026-05)
- Deliver product knowledge and digital-marketing training to approximately 1,000 property agents each month through online sessions and on-site visits across Jabodetabek.
- Develop soft-skills and product-training materials to strengthen agents' digital-selling capabilities and understanding of property products.
- Partner with the sales team to identify knowledge gaps and provide training support aligned with sales priorities.
- Respond to agent and client inquiries, provide post-training support, and maintain positive stakeholder relationships.
- Facilitate practical learning sessions that help property agents improve their ability to promote and sell properties through online channels.
Customer Service Trainer Team Leader at PT Shopee International (2023-03 – 2024-07)
- Lead a team of trainers and monitored performance against key indicators, including participant pass rates, training evaluations, content quality, and delivery standards.
- Redesigned and streamlined training curricula based on operational needs, helping create more focused programs and improve learning outcomes.
- Supervised the development, review, and quality assurance of onboarding, product-update, and soft-skills training materials.
- Developed more than 50 training modules and learning materials aligned with organizational standards.
- Monitored training effectiveness through evaluation results, participant performance, stakeholder feedback, and post-training observations.
- Coordinated with operations and other departments to incorporate product and policy updates, maintaining training-content accuracy of up to 98%.
- Coached trainers and provided feedback to improve facilitation quality, consistency, and participant engagement.
Customer Service Trainer at PT Shopee International (2020-03 – 2023-02)
- Designed and developed training modules for onboarding, product updates, operational procedures, and soft-skills development.
- Facilitated onboarding programs for new customer-service employees, preparing them to meet operational and quality requirements.
- Evaluated participant performance and training effectiveness through assessments, observations, and post-training reviews.
- Created targeted development plans and coaching interventions for agents who did not meet performance standards.
- Managed and maintained e-learning and knowledge-base resources used by customer-service teams.
- Collaborated with operations stakeholders to ensure training content remained relevant to current processes, policies, and performance needs.
Content Operations Trainer & Knowledge Management Specialist at PT Shopee International (2018-04 – 2020-02)
- Managed onboarding, refresher training, and new-program training for content-operations employees.
- Designed and maintained an internal knowledge website containing SOPs, process guidance, and operational reference materials.
- Provided targeted coaching and development support to underperforming employees.
- Partnered with cross-functional teams to align learning programs with operational goals and changing business requirements.
- Contributed to a reported 15% improvement in operational efficiency through training, process guidance, and knowledge-management initiatives.
Content Operations Analyst at PT Shopee International (2017-04 – 2018-03)
- Reviewed product descriptions, images, specifications, and supporting information for compliance with Shopee's quality and platform standards.
- Conducted regular content audits and provided recommendations to improve listing accuracy and consistency.
- Identified recurring discrepancies and contributed to a reported 20% reduction in content errors.
- Worked with relevant teams to resolve content-quality issues and improve adherence to platform policies.
Reporter (Freelance) at PT Cyrus Network (2017-09 – 2017-12)
- Researched and wrote articles covering regional elections, candidates, campaign developments, and electoral trends.
- Interviewed political candidates, campaign representatives, and local officials to gather firsthand information.
- Analyzed election data and voting patterns to support accurate and balanced reporting.
- Collaborated with editors and reporters to produce comprehensive news coverage.
Social Science Teacher at BTA 8 Condet (2015-06 – 2017-08)
- Delivered Social Studies instruction to elementary and middle-school students, including university-entrance preparation classes.
- Developed lesson plans aligned with curriculum requirements and different learning needs.
- Applied discussions, multimedia materials, and project-based learning to improve engagement and comprehension.
- Assessed student performance and provided constructive feedback to support academic progress.
- Adapted teaching strategies to accommodate students with different learning requirements.
