Devi Susanti Setiadi

Devi Susanti Setiadi has been in the Customer Services profession for over 25 years, specializing in areas of Customer Care, Customer Contact Center, Service Quality, Customer Relationship Management (CRM) and Customer Experience Management (CEM) with various roles and responsibilities in Banking, Telecommunications, Insurance, Consumer Goods, Pharmaceuticals, Retail, Automotive, Cable Television, Education, Public Sector, Outsourcing, Technology, and Consulting Industry.

Started her career in 1991 in the Customer Service industry at Citibank, NA Jakarta and spent four successful years in Customer Service, Operations, Cash Operations, Sales, Marketing, and the latest position held as Customer Contact Center and Correspondent Bank Head. Those areas were part of the Global Consumer Banking, Global Finance and Offshore Investments.

Devi's next career was the Senior Customer Service Management at PT Excelcomindo Pratama (known as proXL, Axiata Group), a joint-venture cellular company between Radjawali group and Bell Atlantic Nynex, New York. Devi successfully initiated the start-up operations projects for Customer Care, developed and delivered training programs, involved in designing and evaluating Customer Care architecture system and technology support installation, implemented and managed Call Center, Walk-in Center, Customer Support, Customer Relations & Enhanced Services and Quality Assurance.

Being a General Manager of Customer Services and Operations at PT International Health Benefit Indonesia (IHBI), Jakarta - a multinational insurance administrator and consultant - she redesigned and led the outsourcing of Customer Service Operations for insurance companies serving in area of Membership, Call Center, Claim Assessment, Customer Relations, and Administration Support, reporting directly to the President Director, managed and responsible for hundreds of staff and some direct report managers.

For many years, Devi has become a prominent Senior Consultant in the area of Process Improvement, Digital Process and People Development. Devi possesses vast extensive skills and experiences, having worked in local, multinational and public sector clients with various industries, as well as actively delivering programs as Trainer or Facilitator and contributing as Resource Speaker in Public Seminars, Forums, Talk Shows and Interactive Dialogues around Indonesia and also Asia.

Education:

Bachelor's Degree from The Department of Management, Faculty of Economics - University of Indonesia. Focusing in Marketing Communications Study with cum laude achievement.

Certifications:

Facilitator for Facilitation Skill Workshop (FSW) Training, and Learning System specializing on leadership interaction, by DDI (Daya Dimensi Indonesia), Jakarta.

Executive Development Program (EDP) from Darden Graduate Business School, Virginia, USA.

Contact Center Management (CCM), Brandt International, Kuala Lumpur.

Customer Relationship Management (CRM), Brandt International, Kuala Lumpur.

Marketing Services in Asia from INSEAD-Singapore.

Total Quality Management (TQM) Training of Trainers (TOT), Asian Productivity Organization (APO), Kuala Lumpur.

Ron Kaufman, The Service Leadership, Jakarta.

Customer Experience Management (CEM) from Global CEM (GOCEM), Hongkong.