Mufti Rosdja

Contributed as a freelance AI agent trainer and quality evaluator, sharpening my lens on how AI can scale personalized support and improve customer resolution paths. Used FlexJobs to collaborate with global clients on CX documentation, customer journey mapping, and loyalty strategy— translating complex feedback loops into intuitive customer touchpoints.

Developed and executed a comprehensive customer experience strategy aligned with business goals, defining CX metrics and establishing benchmarks for success. Led Voice of the Customer (VoC) programs, including surveys, feedback collection, and sentiment analysis, presenting findings to leadership to drive data-backed decision-making.

Designed and implemented customer retention strategies to reduce churn and increase customer loyalty, developing segmentation models to identify high-risk customers. Analyzed churn data to identify root causes and trends, implementing proactive measures like win-back campaigns and personalized offers.

Delivered timely, high-quality customer databases for the Sales & Acquisitions team to meet monthly acquisition targets. Designed and executed SMS and Email campaigns to support the Cards product marketing initiatives.

Generated daily, weekly, and monthly MIS reports to support business operations and decision-making. Conducted data mining, comparative analysis, and performance tracking for credit operations and remedial programs.

Led User Acceptance Testing (UAT) for the Rainbow Project, migrating Citibank's legacy Credit Card Collection System to a modern web-based platform. Developed detailed UAT test scripts and scenarios based on business requirements and technical specifications.

Delivered personalized financial solutions to clients, focusing on wealth protection, investment planning, and risk management strategies. Conducted in-depth client needs analysis to match individuals with appropriate insurance, investment, and retirement products.

Studied System Information at Universitas Budi Luhur, focusing on the principles and applications of information systems. Gained foundational knowledge in managing and utilizing information technology for business operations.

Completed studies in Social Sciences at SMA Kartika X-1. Focused on understanding societal structures, human behavior, and cultural dynamics.

Attended SMP Muhammadiyah 9, completing general education. Developed foundational academic skills across various subjects.