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Dila Febriani

@dilafebriani

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I build scalable operations, HR systems, and high-performing customer support teams across international markets.

Indonesia

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What I'm looking for

I'm looking for a fast-paced international role where I can build scalable operations, strengthen HR and customer-support systems, lead cross-functional teams, and use data to improve performance and business growth.

I've led operations, HR, finance, and customer support initiatives for TreeAMS, Transcosmos Indonesia, Stable Health Group, TDCX, and Traveloka across Southeast Asia and Australia. At TreeAMS, I launched cross-border HR and finance SOPs, achieved 100% delivery for dashboard automation, and supported a successful SOC 2 Type 1 audit.

At Transcosmos, I managed up to 650 people across five TikTok content moderation domains, maintained 100% KPI achievement, and improved AHT performance from 65% to 95% across 20+ queues. I bring a data-driven, people-focused approach to process improvement, compliance, recruitment, coaching, and scalable operational systems.

Experience

Work history, roles, and key accomplishments

Executive Operations

TreeAMS

May 2026 - Aug 2026 (3 months)

Oversaw employees across the SEA region and formulated HR and Finance SOPs. Achieved 100% on-time deliverable rate for Attendance Dashboard Automation within the first 30 days.

Operations Management Finance Process Documentation Recruitment Onboarding Performance Evaluation Offboarding Accounts Receivable Accounts Payable Payroll Compliance Stakeholder Management

Operations Manager

Transcosmos Indonesia

May 2024 - May 2026 (2 years)

Managed operations for 650 headcounts across 5 domains in a content moderation project for TikTok. Improved average AHT achievement from 65% to 95% for all 20+ main queues.

Operations Management KPI Analysis SLA Productivity Quality AHT Cross Subsidization Team Leadership Coaching Recruitment Onboarding Training Governance Compliance

Assistant Head of Operations

Stable Health Group

Jan 2024 - Dec 2025 (1 year 11 months)

Led process optimization and scaling initiatives, establishing operational KPIs for the first time and achieving a 92% average team achievement rate within one month. Managed customer service standardization and regulatory compliance.

Project Management Process Optimization KPI development Customer Service Compliance Code Of Conduct Data Analysis Reporting Market Research

Community Operations Specialist

TDCX

Jan 2021 - Dec 2023 (2 years 11 months)

Reviewed reported content and handled critical user inquiries with accuracy and efficiency. Awarded as the Best Moderator under the META Project for the highest individual productivity record in the SEA region.

Content Moderation Ticket Execution Productivity AHT Quality Data Analysis Risk Management Confidentiality Data Privacy

Senior Team Leader – Hotel Support

Traveloka

Aug 2018 - Mar 2019 (7 months)

Led and supervised hotel support operations teams, setting strategic goals and monitoring daily performance. Achieved 100% KPI metrics monthly and was awarded Best Team Leader in March 2018.

Operations Leadership KPI Management Coaching Training Executive Reporting Customer Satisfaction Backlog Management