About me

Mikko Saifudin

Mikko Saifudin

I am an experienced professional with a proven track record of translating data into actionable insights across diverse industries such as Telco, Super App, and Small Business Enterprise. In addition to my proficiency in data analysis, I specialize in business process improvement, system optimization, and product management. Backed by a strong educational foundation in Informatics Engineering from Brawijaya University and complemented by a Master's degree in Business Administration from Gadjah Mada University, I possess the technical and strategic skills necessary to excel in data analysis, business process improvement, and system optimization.

Experience

  • Reporting, Analytic & System Support Manager

    Grab Holding Indonesia — Grab Support, Customer Experience — September 2024 – Present

  • Sr Reporting & System Analyst

    Grab Holding Indonesia — Grab Support, Customer Experience — May 2020 – September 2024

    Double-hatted to support GrabSupport Regional & Indonesia Country Team.

    Regional Business Owner — CRM Platform for Grab Support

    • Drove the Product and Engineering team towards optimizing the CRM platform, resulting in streamlined usage for the Grab Support team in South East Asia.
    • Collaborative discussions on product and content specifications among the Product, Engineering, Design, and Business teams to drive the development of CRM platform features.
    • Provided support to the Grab Support team across 8 countries to optimize the CRM platform throughout all Grab departments.
    • Supported comprehensive Access Reviews to ensure compliance with SOX/Internal audit requirements.

    Indonesia Grab Support & OVO — Customer Experience

    • Led country team in performing comprehensive data analysis (preparation, analysis & visualization) to drive cost efficiency, streamlined processes, and elevated consumer satisfaction.
    • Collaborated with business stakeholders to understand data needs and translate requirements into actionable analysis projects.
    • Led diverse projects for process improvement and system optimization in collaboration with cross-functional teams, resulting in streamlined operations and improved performance outcomes.
    • Conducted root cause analysis of customer feedback to identify and address gaps in Grab & OVO services through comprehensive product, process, and policy improvements.
    • Crafted top-notch support experience for Grab consumers in Indonesia, delivering exceptional 5-star service.
    • Led efforts to improve and optimize various systems and tools, including Telephony, Ticketing, CRM, and other internal platforms for optimal performance, efficiency, and compliance.

    Key Achievements

    • Reduced annual cost by ~$200K through process, system & reporting improvements.
    • Reduced agent handling time by 15% via new CRM product design rollout to all countries.
    • Reduced contact interaction by 21% YoY and improved dissatisfaction score by +6% YoY by establishing a Differentiated Service Model (Premium Support & Segmented Support) for Passengers and Drivers.
    • Reduced Grab Support cost-to-serve by 40% (1.4B MoM) through data analytics and driving changes in business processes.
    • Led the implementation of analytical tools on OVO CE to enhance workflow efficiency.
    • Led the improvement of the governance process for OVO CE System Application Support.

  • Service Success Advocate

    Grab Holding Indonesia — Customer Experience — May 2017 – 2020

    The Service Success team is responsible for improving business processes in Customer Experience Operations. Role: Reporting, Data Insight, and System Optimization Analyst.

  • Apprentice Customer Analytic

    XL Axiata Indonesia — Marketing Intelligence and Analytic — Jun 2016 – May 2017

    • Processed data and created visualizations from customer behaviour to support key business decisions via market segmentation and predictive analytics.
    • Worked with users to define business requirements and analytical needs.
    • Responded to requests for specific, customized reports and provided data for other departments.
    • Analyzed churn rate, acquisition, and retention.

Education

  • Master of Business Administration (MBA)

    University of Gadjah Mada — 2020 – 2022

    Research & Focus: Marketing — "The Factors Influence Intention of Neobank Adoption in the Lower Middle Class Community"

  • Informatics Engineering (S.Kom)

    University of Brawijaya — 2011 – 2016

    Research & Focus: Network — "Performance Analysis of the Ad-Hoc Configuration Protocol (AHCP) in Wireless Mesh Network"

Skills

  • Technical SQL, Zendesk, Tableau, Power BI, Looker Studio, Google Workspace
  • Soft Skills Data Analysis, Problem Solving, Customer Experience, Marketing Analytics, Business Improvement, Product Owner

Courses

  • DQLAB Data Science in Retail: Market Basket Analysis — Statistics using R for Data Science
  • Udemy SQL — MySQL for Data Analytics and Business Intelligence — Principles of Design Thinking
  • RevoU (2023) Mini Course Product Management

CV & Contact

For a full curriculum vitae, see my LinkedIn profile. Open to collaboration, discussions, or new opportunities.

LinkedIn

Open to discussions, collaborations, or new opportunities. Reach me via email or LinkedIn.

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