Indonesia

Community Management

Program Management

Project Management

Triana Dessy

Revenue Operations

Problem-solving

Empathy

Stakeholder management

Deal strategy

Salesforce

Tableau

Google Data Studio

IBM SPSS

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A curated community for nutritionists and dietitians to explore AI tools, resources, trends, and collaboration opportunities.

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Mekari is a leading Software-as-a-Service (SaaS) company that provides cloud-based business automation solutions to support the diverse business landscape in Indonesia, catering to businesses of all sizes through technology.

In this role, I act as a data-driven "Truth Teller," simplifying complex data into clear insights to guide smart decision-making for revenue executives. I work closely with CRM, Sales Ops, Finance Ops, and Partner Ops teams.

Tribe: General

Product domain: HRIS (Mekari Talenta), Accounting (Mekari Jurnal), Omnichannel and CRM solution (Mekari Qontak), and Tax (Mekari Klikpajak)

Ruang Gerak Kita is a recreational sports community I started as part of my commitment as a Registered Nutritionist to encourage more people to move and live actively. We aim to connect different sports communities and make movement feel fun, welcoming, and accessible to all. One of our past initiatives was @poundfitbanjarmasin, a cardio-based group workout that used music and rhythm to make exercise more enjoyable.

I focus on shaping the vision, building partnerships, and supporting the community’s growth from behind the scenes — step by step, together with others.

Following an internal transfer from CRM Ops to Business Analyst, I continued as an individual contributor assigned to the Referral team. In this role, I served as a project coordinator and a representative of the Partnership function, contributing to strategic, cross-functional initiatives across the organization.

I played a key role in supporting CRM adoption for the Partnership team by acting as the primary liaison between the Partnership and CRM teams. I was responsible for ensuring seamless system integration, aligning workflows, and optimizing business processes, while the CRM team focused on technical execution.

Tribe: Platform

Product domain: HRIS (Mekari Talenta), Accounting (Mekari Jurnal), Omnichannel and CRM solution (Mekari Qontak), and Tax (Mekari Klikpajak)

At Mekari Qontak, I effectively managed CRM operations, ensuring system efficiency and data accuracy with minimal supervision in a fully remote setting. I collaborated with leaders and engineers to enhance CRM capabilities. When my direct report went on maternity leave, I adapted by taking on additional responsibilities and executed the CRM data migration for our merger and acquisition. This role showcased my ability to handle critical tasks independently while bridging the gap between business and technology teams.

PT Karsa Lintas Buwana (KLB) is a subsidiary of Kalbe Nutritionals. Since then, Kalbe Nutritionals has expanded rapidly to strengthen the parent company’s digital solutions offerings, focusing on health e-services. PT KLB has 3 subsidiaries: PT Medika Komunika Teknologi (KlikDokter), PT Karya Hasta Dinamika (KALCare), and PT Cakra Radha Mustika (KALBE Rewards), which are engaged in various business areas including e-healthcare, e-commerce, customer relations management, digital brand management, and store activation. 

In this role, I led a team of 12 QA analysts and was responsible for creating and improving SOPs, developing training materials, and collaborating with sales trainers and commercial leaders to enhance service quality and frontline performance. I monitored up to 150 agents monthly across inbound and outbound telesales, customer service, nutritionist consultation, and telemedicine with doctors. I facilitated monthly calibration sessions, published weekly QA scoring reports, and ensured escalated service issues were resolved within strict SLA timelines (2h, 6h, 12h, and 24h). Monitored performance using Net Promoter Score (NPS) and Customer Satisfaction Index (CSI) as key evaluation metrics.

Project:
- Mystery Shopper and Mystery Call programs to assess customer experience quality.
- Knowledge Management System to streamline agent learning and SOP compliance.
- Mystery Guest – Store Activation initiative to ensure service standards at physical outlets.

Business unit: KALCare

Led quality assurance activities for the KALCare business unit, focusing on store activation, offline and online nutrition consultations, and event-based customer engagement.

Monitored service delivery and operational execution to ensure alignment with standards. Collaborated with cross-functional teams to resolve service gaps and improve the end-to-end customer experience.

Tracked performance using Net Promoter Score (NPS) and Customer Satisfaction Index (CSI) as key evaluation metrics.

- Delivered nutrition counseling to over 80 clients, ensuring tailored guidance for fat loss, weight gain, and healthy eating.
- Designed personalized nutrition counseling programs that incorporated medical nutrition therapy to support sustainable lifestyle changes.
- Achieved a 90% client satisfaction rate based on post-program feedback, demonstrating high levels of client impact and engagement.

Business unit: KlikDokter

Manage quality assurance for KlikDokter, Kalbe’s telemedicine platform. Oversaw service delivery via live chat and digital consultation channels. Evaluated agent performance, identified service gaps, and ensured SOP compliance to maintain medical service standards in a fast-paced, digital environment.

Business unit: KALBE Family/KALCare Rewards

Managed quality evaluation for KALCare Rewards, Kalbe’s membership and loyalty platform. Assessed the customer journey across point collection, redemptions, and special offers. Delivered actionable insights to improve program engagement, consistency, and satisfaction.

Business unit: Business Process Outsourcing Contact Center (BPOCC) Inbound and Outbound

Monitored inbound and outbound call services across all Kalbe Nutritionals brands, covering areas such as customer inquiries, telesales, product education, and complaint handling.

Evaluated agent performance, supported calibration sessions, and provided insights to improve customer interaction quality across multiple campaigns.
Worked closely with the QA lead and training teams to ensure service consistency and compliance with brand standards.

Business unit: KALCare

Conducted quality monitoring for social media interactions across all Kalbe Nutritionals brands, with a focus on Facebook, Instagram, WhatsApp, and Live Chat.

Reviewed customer conversations to assess service quality, tone consistency, and response accuracy. Identified gaps in communication, provided feedback to agents, and supported improvements in digital engagement processes. Contributed to the development of SOPs and quality checklists to maintain brand standards across platforms.

- Collected and analyzed data from over 120 patients using food frequency questionnaires, 24-hour recalls, blood glucose logs, in-depth interviews (IDIs), and focus group discussions (FGDs).
- Delivered nutrition counseling and education sessions to 30+ patients and caregivers, including healthy cooking demonstrations.
- Monitored dietary intake during home visits and WhatsApp, contributing to a 25% improvement in diet adherence among participants.
- Performed data analysis using SPSS and R, identifying key insights to evaluate the effectiveness of nutrition education for Type 2 Diabetes Mellitus (T2DM) management.

Specializing in fat loss and metabolic syndrome (PCOS, insulin resistance, hypertension, and dyslipidemia). I focus on personalized, practical, and sustainable nutrition to help you achieve long-term health without restrictive eating.

RSVP: bit.ly/HealthyWithDessy (I'll reach out within 24 hours to guide you!)

Services:
✔ Nutrition Counseling – Personalized diet plans for a healthy lifestyle & metabolic syndrome management.
✔ Meal Planning – Balanced meal plans for individuals, families & organizations.
✔ Food Service Consulting – Nutritionally optimized menus & nutrition facts.
✔ Medical Writing – Research-based health content made simple.
✔ Health & Nutrition Speaking – Engaging workshops & corporate wellness talks.

Nutrition should be simple, enjoyable, and effective. Let’s build a healthier lifestyle together!

- Assisted in managing daily hospital meal production for an average of 500 patients, ensuring compliance with FSMS ISO 22000 standards.
- Conducted a Customer Satisfaction Index (CSI) survey to investigate the causes of high food waste and identify service improvement opportunities.
- Participated in recipe testing and menu development for two diabetes-friendly snack items, formulated to be high in protein and fiber, low in sugar, and made without instant ingredients or snack bars.
- Conducted daily food sampling, food testing, and organoleptic evaluations to monitor food quality and safety; ensured all dishes were prepared with samples submitted for laboratory analysis as part of standard procedure.
- Analyzed dietary needs and food consumption trends of 100+ inpatients to support better menu planning and reduce waste.
- Presented findings and recommendations in a final report to the Head of Business and Head of Kitchen, contributing to improved meal quality and patient satisfaction.
- Assisted in three internal hygiene audits and observed food service staff training, supporting a 15% increase in compliance with food safety protocols.

Objective: Focused on addressing anemia and promoting a positive body image among adolescent girls through tailored nutrition programs.

Case/Target Group: Adolescent girls (10-19 years old)

Community Engagement and Outreach: Primary Health Care (Puskesmas), Integrated Health Posts (Posyandu), Elementary, Junior and High Schools

Job Description:
- Collected data using customized questionnaires (In-depth Interview, SQ-FFQ, 24-hour recall, and nutritional assessments) and independently processed the collected data using SPSS software.
- Assessed the existing program and evaluated intervention effectiveness.
- Designed enhancement programs tailored for "adolescent girls" focusing on anemia and positive body image, based on research results.
- Programs included nutrition counseling sessions and support for health workers at Posyandu centers and school events (seminars, workshops, games, and distribution of blood supplement tablets) in all schools in the operational area of Puskesmas Wonokerto.
- Collaborated with healthcare professionals, community organizations, and local authorities to develop and implement these programs.

Conducted full-time lab research across pharmacology, parasitology, and clinical pathology labs. Responsible for ethical clearance, animal care, black garlic dosing, and LDL analysis following GLP standards.

Thesis title: Effect of Black Garlic on Low Density Lipoprotein (LDL) Levels in Wistar Rats on a High-Fat, High-Fructose Diet.

Triana Dessy🇮🇩

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