Open to opportunities

Jonker Christiano Koagouw

@jonkerchristianokoag

Customer service and BPO professional specializing in content moderation, trust & safety, and KPI-driven problem solving.

Indonesia

Message

What I'm looking for

I’m looking for a KPI-driven role where I can own customer experience end-to-end, apply trust & safety/content moderation judgment, and solve problems fast—while supporting teams and contributing measurable growth through clear communication and process improvements.

I’m a native Indonesian with experience as a multilingual agent across Thailand and the Philippines, hospitality management in Malaysia and Indonesia, and customer-facing operations where trust, clarity, and results matter. I bring a consumer-experience mindset, strong communication, and integrity—consistently keeping performance metrics on target while resolving issues with a “best resolution” approach.

In Concentrix CVG Malaysia, I served as Advisor II for Customer Service / Content Moderator, managing content flows and keeping latency and AHT under limits. I’ve also driven measurable outcomes across industries—improving repayment capacity among delinquent customers by up to 50%, recovering revenues from problematic house-collateral accounts worth IDR 800 million, increasing customer satisfaction to 50%, and handling 900+ cases per day—then scaled businesses as a Business/Partnership manager and entrepreneur. Recently, I supported the government of North Minahasa Regency with smart city applications for tourism via the KEK-DSP Likupang super apps.

Experience

Work history, roles, and key accomplishments

Advisor II Content Moderator

Concentrix CVG Malaysia Sdn Bhd

Jun 2023 - Jul 2025 (2 years 1 month)

Managed content and workflow flows to improve understanding of processes while keeping latency and AHT within target limits.

Content Moderation Trust & Safety AHT Workflow Management Quality Assurance Escalation Handling

Partnership Development Manager

PT Henmes Citra Nusantara

Nov 2020 - May 2024 (3 years 6 months)

Supported partnership development by helping businesses and overseas clients enter cheaper and more reliable labor markets. Assisted organizations and government institutions with policy analysis and implementation from initial study and research through execution.

Partnership Development Market Research Policy Analysis Project Implementation Documentation International Business Development

Advisor II Sales & Marketing

Concentrix CVG Malaysia Sdn Bhd

Jun 2022 - Apr 2023 (10 months)

Interacted with clients and advertisers to increase revenue, enhance ad quality, and improve the advertisement experience.

Sales Enablement Digital Advertising Client Management Advertiser Relations Revenue Growth Customer Service Communication Performance Targeting

Marketing & Business Dev Mgr

BigNana.ID

May 2021 - Nov 2021 (6 months)

Led social media campaigns and offline marketing programs while expanding the business via self-owned outlets and franchise growth. Drove 70%+ profit growth and expanded from 1 outlet to 6 outlets.

Social Media Marketing Offline Marketing Campaign Planning Franchise Development Business Development Brand Management

Community Operation Specialist

TDCX Thailand

Nov 2018 - Nov 2020 (2 years)

Provided safe and secure browsing experiences for users by helping keep platforms free from scams, fraud, and harmful content while following policy requirements.

Trust & Safety Online Safety Platform Integrity & Compliance

Instructor (Bahasa & English)

Berlitz Indonesia

Mar 2017 - Nov 2018 (1 year 8 months)

Taught English and Bahasa Indonesia to expatriates across multiple proficiency levels using structured classroom instruction.

English language teaching Bahasa Indonesia Instruction Classroom Management Interpersonal Skills

Country Manager - Gloria Jean

Gloria Jean’s Indonesia

May 2017 - Nov 2017 (6 months)

Built Gloria Jean’s Indonesia from scratch by managing company establishment, procurement, recruitment, venue sourcing, and renovation. Opened the first outlet in Ciputra Mall Grogol and coordinated bakery/pastry and equipment/supplies suppliers.

Procurement Management Recruitment support Venue Sourcing Supplier Management Cross functional Leadership

AML & KYC Associate

Western Union Services Philippines, Inc

Feb 2016 - Dec 2016 (10 months)

Handled AML and KYC investigations by reviewing red-flag transactions, requesting supporting documents, and canceling suspicious transactions. Achieved 50% customer satisfaction by saving customers from scams and consistently meeting KPIs with AHT under 33 seconds, 95% accuracy, and 900+ cases per day.

AML Investigations KYC Risk Flagging Customer Outreach Fraud Prevention KPIs

General Manager - Roa

Roa by Jovian Mandagie

Oct 2014 - May 2015 (7 months)

Directed kitchen and floor SOP execution and collaborated on marketing programs with the Malaysian general manager. Opened two outlets in Shah Alam (Selangor) and Bangsar and handled Indonesian visa and manpower issues.

Restaurant SOP Management Team Leadership Weekly Targeting Marketing Coordination Visa & Manpower Coordination Operational Compliance

Area Manager - Nasi Tempong

Nasi Tempong Indra Restaurant

Jan 2014 - Oct 2014 (9 months)

Managed manpower and restructured restaurant operations, including floor service SOPs. Expanded the business from 4 outlets to 6 outlets and supported international walk-in consumers in major locations.

Restaurant Operations SOP Development Multi Outlet Expansion Floor Service Operations Performance Targeting

Education

Degrees, certifications, and relevant coursework

University of Sam Ratulangi

Bachelor of Arts, English Language

1997 - 2011

Grade: GPA 3.10/4

Earned a Bachelor of Arts in English Language (GPA 3.10/4). Nominated and awarded as the Best Student at the faculty and university levels and received scholarships.