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Guide and support team, fostering a positive work environment. # Train and coach team for improved performance. # Monitor customer service metrics, implementing performance strategies. # Handle escalated inquiries and resolve complex issues. # Collaborate across departments for seamless customer experiences. # Address team questions, concerns, and escalations. # Lead team meetings to communicate updates and goals. # Identify and coordinate training needs. # Implement process improvements for workflow optimization. EducationProvidence University Mass Communication Skills KPI Management Project Management Training & Development Cross Functional Communications Data Analysis Language English — Proficiency Chinese — Native

Ilham Kurniawan My diverse experience spans product management, content growth, digital marketing, and social media strategy across various industries. This journey underscores my adaptability and proficiency in driving impactful strategies in the ever-evolving landscape of digital business. Product Management Proficiency (BABE-Mainspring): During my two-year tenure as a Product Manager at BABE-Mainspring, I refined my abilities in crafting product roadmaps, collaborating with multifaceted teams, and conducting extensive market research. My role involved close coordination with content product teams, UI/UX specialists, and IT developers to introduce innovative features and ensure the safety and