Indonesia

Customer Experience (CX)

Generalist Product Management

Growth Hacking

Bachelor of Engineering

Deassy Rizky Syahputri

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Founder and Director

Problem-solving

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Balsamiq

Jira

Mixpanel

Confluence

Zendesk

- Built and settled the direction for the company and implemented quarterly focus and Objective and Key Results (OKR) that set up the synergy within the division in the company.
- Initiated in setting up the team from the scratch as well as strategy for: Customer Experience, Marketing and Product by setting metrics, managing, creating initiatives and building the team.
- Managed to increase 166% growth of new users in Q2 2022 from launching Affiliate initiatives, a program that enables more people to give impact to their local MSMEs.
- Managed to push the Customer Acquisition Cost (CAC) down to Rp.30.000/user by creating and building an effective incentive scheme.
- Multiplied average transaction per user by 2x as a result of end-to-end Customer Experience flow implementation, loyalty program and campaign program implementations.
            

    
    

    
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- Conducted 6 Intensive Class for Product Management, a 6-weeks intensive course for limited amount of students with more than 60 students attended the program.
- Speaking for the freemium webinar and Glints occasional webinar with average 150 participants ranged from Entry-level to mid-professionals

- Created and launched "Field App", App for field officers to do acquisition on farmers and check their application status. This app transformed the process from manual input via Google Drive to Field App that is integrated with database.
- Fasten borrower approval time from 1 month in average to 7 days in average by creating borrower application status flow and integrate the process in Field App and Operations Internal Tool.
- Fasten borrower assessment from 1 day to 1 second by implementing Credit Scoring to pre-eliminate high risk borrower and sort lowest risk borrower to be fasten in the approval process.
            

    
    

    
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•	Decreased cost per unit from ~5% to 2% by proposing and implementing limitation maximum point per user per day and implemented rules in loyalty point to reduce costliness of loyalty point program of Warung Pintar.
•	Decreased 100% reliability to third party and inability to customize by proposing and initiating Warung Pintar Internal Tool. This internal tool is currently used company-wide.
•	Decreased time to implement Voucher Code from 1 day by manual Operations team assistance into only 1 second by enabling Voucher feature in Juragan Apps checkout page and Voucher collections page.
•	Formed Gamification and Engagement squad and grew the team to 2 Associate Products, 1 Data Analyst, 1 QA Engineer and 4 Developers.
            

    
    

    
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•	Fasten communication blast process from 3 days in average to only 5 minutes by initiating Notification Management System (NEMESYS Project) to manage communication channels like SMS, E-mail and App Push Notification to users.
•	Increased operation agents productivity by fasten the underwriting process time from 3 days in average to 1 day by automating ID Check process and Blacklist check from manual agent process.
•	Cut down application process by 2 minutes by re-designing the application form into 4 sections and create main menu for application form.
•	Improved ticketing flow in Customer Service team by implementing Zendesk and integrating to JULO App.
•	Enabled Digital Signature process inside the loan application process for legality and compliance management.
            

    
    

    
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•	Managed to keep retention at 30% weekly cohort by proactively initiating and built Retention Team for Mitra Bukalapak from scratch to handle initiatives and products to maintain users transacting in Mitra Bukalapak app.
•	Disbursed ~1 Billion funding to more than 500 unique users (Warung Owners) in Mitra Bukalapak in form of Saldo BukaDompet as part of retention strategy, only utilizing resourced of 4 tele-reminders as disbursement and collection agents.
•	Drawed in extra > 250 million GMV from running 90 segmented campaigns in 5 months which main goal is to maintain retention of users based on segments. Campaigns were in form of vouchers and points.
•	Created and Designed end-to-end flow "Point Mitra", a Mitra Bukalapak loyalty program, from user experience, system and cross-department integration and loyalty point calculations integrating some variables, e.g: Cost per unit, average to sell, user stickiness and floating points projection.
            

    
    

    
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•	Tracked and managed 250++ ground teams of Airpay all across Indonesia in daily basis and lead 5 Airpay teams and 7 office teams to run the whole operation process.
•	Conducted deep-dive analysis on sales and transaction data generated from 25.000++ Airpay Lokets all across Indonesia.
•	Managed Key Performance Indicator for the field staffs to evaluate performance based on focus given and analyzed the result of the KPI to be evaluated for next KPI Scheme to boost ground team performance.

• Conducted analysis based on market condition and competitor analysis for FIF Group to solve their
branding awareness problem in Malang.
• Created and initiated a 2 days “SPEKTRA” event to promote and give FIF more sounding to people in Malang
by leading teams of 15 as General Secretary.
• Generated 50 new applications and more than 50% retention rate from the event

•	Selected as Google Student Ambassador representative from Indonesia.
•	Worked on Google projects to socialize and promote Google products under supervision of CEO Kibar Kreasi Indonesia
•	Conducted the first “FemaleDev” event in Malang

Selected as 1 of 60 scholarship grantees for 1-year scholarship for Astra1st 2012 and selected again to continue another year in Astra1st 2013.

•	Ran projects that is closely supervised by HR PT. Astra International, Tbk. both from project running and personal mentorship.
•	Gave mid-reports to supervisors in PT. Astra International Head Office.
•	During first year (2012-2013), was given case on what to improve from students in Universitas Brawijaya and came up with Public Speaking as root-cause problem. Held an event called "Communication in Action" as a result of the case.
•	On second year (2013-2014) was given case on FIF Group Malang which aims to increase brand awareness of credit company in Malang and came up with SPEKTRA Fun Day as the result of the case, running with team consists of 25 selected students.

            

    
    

    
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Deassy Rizky Syahputri🇮🇩

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