Wawan Setiawan
About Wawan Setiawan
Wawan Setiawan serves as the Head of Customer Service (AVP) at Halodoc ID, where he has worked since 2018. With extensive experience in customer service roles across various companies, he has developed training programs and implemented strategies to enhance customer service operations.
Work at Halodoc
Wawan Setiawan has served as the Head of Customer Service (AVP) at Halodoc ID since 2018. In this role, he has been responsible for overseeing customer service operations in the Greater Jakarta Area, Indonesia. He has developed and executed a comprehensive training program aimed at enhancing the skills of the customer service team. Wawan has played a key role in setting customer service OKRs to align with the company's goals. Additionally, he has implemented a multi-channel contact strategy to ensure 24/7 customer service operations and contributed to achieving financial objectives by forecasting requirements and preparing an annual budget.
Previous Experience
Before joining Halodoc ID, Wawan held various positions in customer service across multiple organizations. He worked at PT Infomedia Solusi Humanika (ISH) as a Customer Service Trainer for Garuda Indonesia and as a Customer Service Team Lead for Telkomsel. He also served as a Customer Service Supervisor and Senior Customer Service Supervisor at ZALORA Group. His experience includes managing customer service teams and implementing quality assurance measures to enhance service delivery.
Educational Background
Wawan Setiawan studied at Politeknik Negeri Bandung from 2002 to 2005, where he completed a three-year program. His education provided him with foundational skills that have supported his career in customer service management and operations.
Skills and Initiatives
Wawan has demonstrated a strong ability to coordinate with various divisions to propose improvement plans based on customer feedback and survey results. His initiatives at Halodoc ID include the implementation of a multi-channel contact strategy and the development of training programs that focus on both soft and hard skills for customer service teams. These efforts have contributed to the overall effectiveness and efficiency of customer service operations.