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Flag as Inappropriate
Last 6 mos.
All-time
Feedback:
none
(5.00)
1 feedbacks
Hours:
0
24
Assignments:
0
1
See all Work History & Feedback
Location:
Jakarta-Selatan, Indonesia (GMT+07:00)
English Skills:
(self-assessed)
5.0
Member Since:
July 9, 2007
Last Worked:
November 4, 2007
oDesk Ready:
No
Affiliated with:
Web Excellence
Feedback:
(4.74 of 5)
Permalink:
See All 7 Web Excellence Providers
Total oDesk hours:
2,560
Location:
Jakarta, Indonesia (GMT+07:00)
Member Since:
July 25, 2007
Last Worked:
October 27, 2009
Current Assignments:
13
Total Assignments:
65
Bimo W.
-
"
Professional Content Writer/Editor, Data Entry Specialist and Analyst
-
Web Excellence
Project Manager
,
Indonesia
"
Permalink :
$15.56
/hr
Overview
Résumé
Work History & Feedback (1)
Tests (11)
Portfolio (0)
I have over 4 years of web hosting, data analysis, and management experiences, including managing and analyzing call center and livechats data (including trend forecasting and workforce managements/staffing requirements), designing support systems, and managing support (international call centers and livechats), domain name registration, and sysadmin teams. Recently just widen my skills to include business development (negotiations, product design, product provisioning, and systems design) as...
I have over 4 years of web hosting, data analysis, and management experiences, including managing and analyzing call center and livechats data (including trend forecasting and workforce managements/staffing requirements), designing support systems, and managing support (international call centers and livechats), domain name registration, and sysadmin teams. Recently just widen my skills to include business development (negotiations, product design, product provisioning, and systems design) as well.
I am seeking opportunities to work on data (Call Center / LiveChat) analysis projects (including forecasting and Workforce Management), Data Entry, and/or Technical Writer projects.
more
less
See All Work History & Feedback
(1 items, with Feedback)
Recent Work History & Feedback
Buyer ID
From/To
Job Title
Paid
Feedback
18603
10/2007 - 11/2007
ASPX.Com Feasibility and planning
$366 (24 hrs @ $15.56/hr)
5.0 The feasibility study was very helpful in making our decision. I received valuable information and the research was well done. I would definite...
L
Provider-to-Buyer Feedback:
No feedback given
See All Tests Taken
(11 items)
oDesk Tests Taken
Name of Test
Score
Percentile
Date Taken
Duration
U.S. English Basic Skills Test
4.60
88%
TOP 20%
07/15/2007
12 min
MS Word 2003 Test
3.60
81%
TOP 20%
07/15/2007
27 min
U.S. English Chicago Style Editing Skills Test (For Writing Professionals)
3.90
75%
07/15/2007
15 min
Technical Writing Skills Certification
3.50
75%
07/15/2007
15 min
MS Excel 2003 Test
2.70
69%
07/15/2007
27 min
Job Category Interests
Web Development
Website Project Management
Skills
Skill
Experience
Level
Last Used
Description
Data Analysis
4 yrs
4.0
2007
This skill allows me to analyze Call Center data and perform a detailed forecasting and workforce management (staffing requirements) processes using time-series distribution methods with Erlang C formula to obtain day-to-day schedules based on expected calls volume (broken down to half-hourly / hourly intervals). I have also modified the method to perform the same analysis on LiveChat data as well.
Project Management
2 yrs
3.0
2007
As a part of my responsibilities at Ecommerce Corporation is to develop new services into its line of existing products and services. I am single-handedly responsible for the whole process of integrating the new service, including the negotations process, product provisioning, pricings, page contents, and systems design.
Live URL will be provided once the services are online.
Certifications
Date Earned
Name
Score
Percentile
Organization
Description
No Certifications
Employment History
From
To
Company
Title/Role
Description
04/2007
Present
Ecommerce Corporation
Data Analyst and Business Development / Team Lead
Being the "union" of web hosting companies, Ecommerce Corporation (
www.ecommerce.com
) offers hosting customers one of the most diverse product offerings available. Ecommerce Corporation has several brands: IXwebhosting (
www.ixwebhosting.com
), Host Excellence (
http://hostexcellence.com
), and GOwebhost (
http://www.gowebhost.biz/
).
My responsibilities are:
Maintain and analyze calls data from Asterisk
Forecast calls in order to get staffing requirements for the next period (Workforce Management) using Erlang-C calculations and calls and AHT distributions analysis
Maintain and analyze Livechat data from LivePerson
Forecast chats in order to get staffing requirements for the next period (Workforce Management) using modified Erlang-C calculations and modified chats and AHT distributions analysis
Plan a new service for the company: “Search Engine Optimization”. Responsible from negotiations until project specifications
Work on various projects upon assignment
02/2007
04/2007
PT. Infomedia Nusantara
Call Center Manager / Manager
PT Infomedia Nusantara (
http://www.elnusa.co.id
) is a subsidiary of Yellow Pages Indonesia (
www.yellowpages.co.id/
). At present, Infomedia comprises of 3 business pillars: Directory services, Call Center Services, and Content Services. I was the Call Center Operations Manager in charge of Lippo Bank Customer Service.
My responsibilities are:
Manage LippoBankCallCenter division, overseeing more than 80 call center agents and 8 supervisors/team leaders
Maintain and analyze calls data from BCMS
Forecast calls in order to get staffing requirements for the next period (Workforce Management) using Erlang-C calculations and calls and AHT distributions analysis
08/2004
01/2007
Host Department LLC
Operations Manager / Manager
Host Department LLC (
www.hostdepartment.com/
) is a US-based web hosting and domain registration company, with offices around the world (Ukraine, US, and Indonesia). I started out as the Call Center Manager there (Aug 2004), and was promoted to the Operations Manager position in less than a year (June 2005).
My list of responsibilities as the Operations Manager were:
Lead, Formulate and Maintain Key Performance Indicators for 5 different departments
Formulate Annual Planning Forecast for Operations Division
Develop and Implement better operations flows and company policies
Research and Analyze data for creating executive reports for the Board of Directors
My responsibilities as the Call Center Manager were: &
nbsp;
Managing the call center department
Create Standard Operating Procedures for the Call Center Department
Education
From
To
School
Degree
Area of Study
Description
08/2002
08/2004
Universitas Indonesia
Masters
Information Technology
Studied Information Technology with final paper on Ecommerce. Finished with GPA 3.58/4.00. Courses include:
Software Requirement Methods
Information Technology Strategic Planning methods
Cost Management
People Management
01/1998
12/2001
Purdue University
Bachelors
Industrial Engineering
Studied Industrial Engineering with GPA: 3.24/4.00. Courses includes:
Data Forecasting and Analysis
Workforce Management
Knowledge in performing Line Balancing
Work Measurement and Ergonomic Design
Cost Analysis
Optimization
No items in portfolio
Hourly Assignment History
Buyer ID
From/To
Job Title
Paid
Feedback
18603
10/2007 - 11/2007
ASPX.Com Feasibility and planning
$366 (24 hrs @ $15.56/hr)
5.0 The feasibility study was very helpful in making our decision. I received valuable information and the research was well done. I would definite...
L
Provider-to-Buyer Feedback:
No feedback given
Fixed-Price Assignment History
Buyer ID
From/To
Job Title
Paid
Feedback
Fixed-Price Assignment History is empty
oDesk Tests Taken
Name of Test
Score
Percentile
Date Taken
Duration
U.S. English Basic Skills Test
4.60
88%
TOP 20%
07/15/2007
12 min
MS Word 2003 Test
3.60
81%
TOP 20%
07/15/2007
27 min
U.S. English Chicago Style Editing Skills Test (For Writing Professionals)
3.90
75%
07/15/2007
15 min
Technical Writing Skills Certification
3.50
75%
07/15/2007
15 min
MS Excel 2003 Test
2.70
69%
07/15/2007
27 min
Ecommerce Test
2.75
55%
07/19/2007
15 min
Software Testing Test
2.50
48%
07/15/2007
16 min
Help Desk Certification
2.90
48%
07/15/2007
14 min
Call Center Skills Test
3.10
35%
07/15/2007
21 min
Email Etiquette Certification
3.15
27%
07/19/2007
12 min
Office Skills Test
2.90
19%
07/15/2007
19 min
