Nikolas Bastanta Sebayang
Program Manager
Summary
Dedicated Tech (social media) professional with a history of meeting company goals utilizing consistent and organized practices. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
4
4
Languages
Work History
Program Manager
TikTok
12.2023 - Current
- Oversee Quality & Training in 1 local country
- Responsible for launching Key Account Service for Creators in SEA
- Onboard 1 outsourcing partner with 4 weeks timeline to achieve 90% quality and successfully maintain 90% WoW.
- Launched KA Service for Creators and reducing violation rate approx 10% from baseline.
- Maintain Audit of auditor leakage rate by < 10%
- Leveraged project management processes and tools to define and execute projects
Regional Training Expert
TikTok
01.2021 - 12.2023
- Work collaboratively with internal stakeholders to identify training and development needs, identify problems and suggest solutions;
- Work collaboratively with general & local policy formulation team to produce training materials and deliver training for local sales and advertisers;
- Measure effectiveness of training using various feedback methods
- Cooperate with training team from headquarters, assist in implementation of projects from headquarters, collect local feedbacks, and drive improvement of policies, processes and system functions
- Effectively and proactively manage training projects involving entire project life cycle. By ensuring audience scope, SOP, and achievable launch timeline.
- Improve current processes and coordinate training efficiency and effectiveness by providing SOP and tools.
- Provide data analysis reports and business insights to verify effectiveness of training strategies by providing reports and dashboard to show insights.
Learning & Development Expert
Teledirect Telecommerce TDCX
06.2020 - Current
- Identify and recommend appropriate solutions to meet training needs
- Develop and implement training policies, procedures, and programs
- Design and develop relevant training modules based on individual/departmental/company needs
- Responsible for evaluating effectiveness of training modules in line with strategic plan of raising capabilities and developing talents to reinforce people's effectiveness
- Taking full responsibility for 3 LOBs training programs
- Responsible for development, delivery and assessment of in-house programs
- Responsible for managing learning plan to over 600+ headcounts
- It's to ensure accurate reporting, tracking, and planning feasible learning strategies
- Effective implementation, maintenance and continual improvement of ISO9001 Quality Management System.
Operations Process Trainer (Content Review)
Accenture Operations
11.2018 - 05.2020
- Performed accurate decisions on data based on client policies
- Performed quality coaching & refresher based on error categories given by the QA team
- Responsible for conducting and facilitating training classes targeted towards new joiners and existing employees using advanced guidelines to ensure readiness and understanding over client's data and policies
- Created training plan based on curriculum given by client
- Provided insight to clients to improve client's training process in relation to its content
- Ensured knowledge retention for agents by initiating weekly process knowledge test (PKT)
- Actively monitored employee performance by providing 30-60-90 new joiners' success index reports to the board manager to fulfils client's requirements and suggested some ideas to operations for improvement plans.
Content Review Analyst
Accenture Operations
11.2017 - 11.2018
- Understand client policies and guidelines
- Make decisions according to defined policies and procedures
- Identify improvement opportunities in workflow and suggest solutions
- Interface effectively with other internal and Client teams.
Education
Bachelor of Science - Industrial Engineering
Swiss German University
Banten 01.2013 - 04.2017
Bachelor of Science -
Fachhochschule Südwestfalen
Soest 01.2016 - 04.2017
Skills
Multitasking Abilities
Problem Solving
Instructional Design
Presentation Skills
Process Improvement
Customer Service Skills
Data Analysis
Problem Resolution
Scheduling and Coordinating
Stakeholder Management
Multitasking Abilities
Training & Development
Accomplishments
- BiM Spot Bonus: Winning BiM spot bonus of "collaborative impact"
- Successfully achieved a 90% onboarding rate for outsourcing partners within 4 weeks, maintaining this quality metric consistently on a week-to-week basis (WoW).
- Initiate audit of auditor (AoA) to maintain leakage rate by
- Enabled 5 key performance metrics to increase visibility into over 20 training performance indicators, allowing comprehensive tracking across departments and teams Annually.
- Facilitated the use of 6 tools to enhance training efficiency, improve user experience, and reducing the workload by approximately 80% while keeping the LSAT on 85% annually.
- Ownership of 70+ training project requests (Global & APAC), and ensure smooth execution for business expansion needs by maintaining audience performance (Moderator's Accuracy, Readiness, etc) annually.
- Successfully delivered 40+ training sessions of various types to over 10 APAC stakeholders, with a total live attendance of over 300. The satisfaction rate was 89%, with an average exam score of 89%, and I successfully maintained moderator accuracy according to the set objectives, on annual basis.
Personal Information
Date of Birth: 05/07/95
Timeline
Program Manager
TikTok
12.2023 - Current
Regional Training Expert
TikTok
01.2021 - 12.2023
Learning & Development Expert
Teledirect Telecommerce TDCX
06.2020 - Current
Operations Process Trainer (Content Review)
Accenture Operations
11.2018 - 05.2020
Content Review Analyst
Accenture Operations
11.2017 - 11.2018
Bachelor of Science -
Fachhochschule Südwestfalen
01.2016 - 04.2017
Bachelor of Science - Industrial Engineering
Swiss German University
01.2013 - 04.2017