Ramos Andreas

Data-driven Operations and Business Analytics leader with 9+ years managing performance reporting, KPI/SLA compliance, and cross-functional operating rhythms across Southeast Asia, Oceania, and Europe markets. Proven track record building dashboards and scorecards for senior leadership using Salesforce and Power BI, running weekly/monthly/quarterly business reviews, and translating data trends into process improvements.

Certified

Agentic AI User skilled in CRM platforms and automated reporting workflows that increase accuracy and reduce turnaround time.

Trust and Safety Team Lead – Indonesian Market at Accenture (2025-12 – Present)

• Design and maintain Power BI dashboard tracking accuracy, turnaround time (TAT), and content-integrity KPIs for senior leadership and cross-functional teams
• Conduct data analysis to spot trends, perform gap analysis, and recommend improvements to business metric collection and reporting processes
• Lead a specialized content moderation team enforcing community standards and global safety policies for the Indonesian digital market
• Monitor and analyze emerging regional trends, including local slang and cultural nuances, to proactively adjust moderation strategy and mitigate platform risk
• Own recurring operating rhythms with cross-functional policy teams to refine guidelines for cultural relevance and regulatory compliance
• Certified Agentic AI User: integrated AI agents into moderation workflows, increasing automated detection accuracy and team efficiency
• Facilitate continuous training and wellness programs, addressing the operational and psychological demands of high-exposure moderation work

Team Leader – Customer Service, E-Commerce (ANZ & Indonesia) at Startek Malaysia (2023-06 – 2025-10)

• Built Power BI and Salesforce reporting to track AHT, FCR, NPS, and SLA compliance for a 12+ person team, maintaining >95% SLA response compliance
• Delivered weekly performance reviews and quality audits, using dashboard insights to drive coaching decisions and KPI compliance
• Improved Customer Satisfaction (CSAT) scores by 15% within 12 months through data-informed coaching and process redesign
• Supported recruitment and onboarding of 20+ new hires, reducing annual attrition by 10% year-over-year

Customer Service Specialist – Back Office & Subject Matter Expert at Startek Malaysia (2019-04 – 2023-05)

• Resolved 1,500+ escalated cases monthly across SEA, Oceania, and Europe markets with a 92% first-contact resolution (FCR) rate
• Served as Subject Matter Expert (SME) for escalations, partnering with operations, finance, and logistics to identify bottlenecks and improve turnaround time by 20%
• Delivered omnichannel support across social media, email, live chat, and voice platforms

Administrative Officer – PA & HR (FinTech Industry) at Firestorm Sea Co Ltd (2016-08 – 2019-01)

• Supported Indonesian branch operations, managing daily administration, HR documentation, and compliance
• Assisted COO with travel management, events, and financial planning
• Developed internal process documentation, reducing operational delays by 15% year-over-year

Bachelor of Business Administration in Business Administration – Universitas Terbuka (2021 – 2025)

Bachelor of Business Management in Business Management – The Open University (2013 – 2016)

Summer School in Public Finance – London School of Economics (2015 – 2015)