Firman Khristian

Owns end-to-end B2B buyer journey across 9 industry sectors, coordinating projects in multiple countries. Drove a 37.5% team-size reduction while raising operational performance 150% within six months, and built an in-house buyer-matchmaking platform using AI-assisted development.

Owned end-to-end CX strategy for a 40+ member regional team, driving 15% productivity gains through process optimization and AI-driven insight. Reduced team size 43% while lifting performance 150% within six months, and led a CRM implementation that cut response times 20%.

Redesigned CS infrastructure end-to-end, covering helpdesk, ticketing, and escalation, and lifted CSAT 20%. Built a data-driven service-improvement framework using customer feedback analytics and led a team resolving payment issues across POS, NFC, and QRIS channels.

Launched Indonesia's first multi-channel Chat-Only CS platform and built the WhatsApp and Facebook Messenger commerce integration behind 'Soraya,' recognized at Facebook's F8 conference. Grew CS's revenue contribution from 1% to 12% and deployed a chatbot that cut FTE requirements 75%.

Designed and delivered quality-assurance training for 150+ agents across 3 BPO partners, and co-created Lazada Academy. Served as Point of Contact for the Management Trainee Program and led 3-way escalation communication with logistics partners, cutting escalation-resolution time 30%.

Provided financial advisory services to clients, focusing on insurance and investment products.

Provided customer service support, handling inquiries and resolving issues for bank customers.

Bachelor of Arts in Applied Linguistics from Universitas Negeri Medan, completed in 2009.