Ika Fitria

Armed with a 5+ year background in customer care operations and contact center, especially in tech companies, such as, Uber, Tokopedia, and Gojek (GoTo Financial), I’m specifically experienced in setting up contact center operations & processes from the ground up, as well as leading multiple process improvement projects. My key expertise ranges from setting up the right metrics, choosing the most cost effective operating model, including strategizing OPEX, building and empowering a solid operations team, to ensuring that other than just handling complaints, customer care also brings valuable insights to the business.

As a Customer Care Manager for the last 4 years (in my 6+ years of career), I have built 0-1 Customer Care Operations in Gojek’s financial services department. I have strong experiences in improving first response time SLA to 90% under 1 hour, increasing CSAT score, reducing contact rate to 0%, and saving operational cost up to S$250,000.

I have also gained extensive skills in process improvement, project management & implementation, cross functional collaboration especially with Product & Tech teams, and people management, including managing a global APAC team in OSOME.

I hold a Bachelor's Degree from University of Indonesia (Universitas Indonesia) majoring in English Studies.