Hi, I’m
Susan Fiandini
Product Manager
Jakarta
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Experienced in customer experience and product management to deliver best user experience with comprehensive consideration of the product capability that aligned with business intentions
Overview
11
years of professional experience
3
years of post-secondary education
Work History
Shopee International Jakarta
Promotion, Order & Growth Product Lead
12.2022 - Current
Job overview
- Conduct an extensive market research and create realistic user stories for service optimization
- Collaborate with business team, developer and other product teams to develop and introduce new features, improvements and benefits for users
- Develop product strategy based on the prevalent state of eCommerce business and create product roadmaps
- Create a high level of mobile app and website functionality and deliver the most optimum user experience
- Assist business developers in analyzing all the business requirements and coordinate efforts to increase business.
Shopee International Jakarta
Customer Experience Lead
12.2019 - 12.2022
Job overview
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
PT. Gudang Garam Tbk.Jakarta
Assistant Manager Consumer Insight
01.2018 - 11.2019
Job overview
- Prepared reports of findings by illustrating data graphically and translating complex findings into written text.
- Forecasted and tracked marketing and sales trends by thoroughly analyzing collected data.
Kadence InternationalJakarta, Indonesia
Qualitative Research Manager
01.2015 - 01.2018
Job overview
- Used strong and eloquent speaking skills in delivering questions to survey participants by phone and prompting responses to complete questionnaires.
- Took active role in stakeholder meetings and brainstorming sessions, promoting positive changes to project strategies and future implementations.
- Consulted with clients to identify survey needs and specific requirements such as special samples.
Acorn Research & Consultant Jakarta, Indonesia
Market Research Executive
10.2013 - 01.2015
Job overview
- Collected and analyzed data from variety of sources to create detailed market research reports for top-level decision makers.
- Conducted primary and secondary research to better understand customer needs and behaviors.
European Business ChamberJakarta, Indonesia
Personal Assistant to the General Manager
2012.01 - 2013.02 (1 education.year_Label & 1 education.month_Label)
Job overview
- Provided multifaceted services to professionals by managing mail, scheduling appointments and other administrative tasks.
- Coordinated events and worked on ad hoc projects.
Education
President UniversityJakarta, Indonesia
Bachelor of Science from International Business
09.2009 - 03.2013
Skills
Research and trend analysis
Project Management
On time project delivery
Cross-departmental communicator
Market research and documentation
Presentations and recommendations
Timeline
Promotion, Order & Growth Product Lead
Shopee International
12.2022 - Current
Customer Experience Lead
Shopee International
12.2019 - 12.2022
Assistant Manager Consumer Insight
PT. Gudang Garam Tbk.
01.2018 - 11.2019
Qualitative Research Manager
Kadence International
01.2015 - 01.2018
Market Research Executive
Acorn Research & Consultant
10.2013 - 01.2015
Personal Assistant to the General Manager
European Business Chamber
2012.01 - 2013.02 (1 education.year_Label & 1 education.month_Label)
President University
Bachelor of Science from International Business
09.2009 - 03.2013