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Surabaya, Indonesia · QA · Service Operations

Lead Service Representative Officer & Software Quality Assurance

Result-oriented and impact-driven lead with 2+ years of experience — leading cross-functional teams and optimizing business processes across service operations, project management, and software quality assurance. I turn processes into measurable results.

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00Years of experience
00Telkom Property apps
00Journals published
01 — About

Leading teams, testing products, documenting the work.

A result-oriented and impact-driven lead with 2+ years of work experience, leading and managing cross-functional teams and optimizing business processes across diverse industries.

Starting my professional journey in 2017 at PT Suzuki Indomobil Motor as a Lead Service Representative Officer, where I successfully increased Customer Satisfaction (CSAT) scores by 25% and accelerated claim resolutions by 40% through coordinating collaboration between the CS and Service Advisor teams.

As a Lead Software Quality Assurance in the e-commerce project in 2024, I specialize in designing test frameworks, including Smoke, Sanity, Regression, and User Acceptance Testing (UAT). While leading a team of three QA Engineers, I always ensured tasks were distributed evenly and implemented double test case reviews and quality gates to determine whether the product was ready for release or not. This method successfully increased test coverage by 30% and reduced critical bugs in the production environment.

Based on my experience, I offer a combination of technical precision, strategic risk mitigation and leadership expertise. I ensure 100% documentation accuracy and accelerate decision-making by 25% through my project management skills. I am ready to drive organizational efficiency and sustainable business growth.

01

Quality Assurance

Test strategy, smoke / sanity / regression / UAT, defect lifecycle in Jira, and GO/NO-GO quality gates.

02

Project & Product

Requirement gathering, documentation, reporting, and architecture diagrams for four internal apps at Telkom Property.

03

Service Operations

Leading CS and Service Advisor teams, warranty claims, and large-scale service recall campaigns.

Toolbox
Software Quality Assurance Test Strategy Development Agile & Scrum Leadership Project Management Risk Management Stakeholder Management Project Documentation Metrics & Reporting Customer Experience Strategy Business Analysis Jira Flutter Figma
02 — Experience

Where I've worked

Full-time Jun 2024 — Dec 2024

Lead Software Quality Assurance

Wisewires Indonesia — Surabaya, Indonesia

  • Managed and coordinated a team of 3 QA engineers on an e-commerce smartphone brand project, monitoring test execution end to end.
  • Developed and executed QA strategies — smoke, sanity, and regression testing — to keep e-commerce platforms stable and minimize feature regression risk.
  • Performed test-case reviews that increased overall test coverage by 30%.
  • Managed the end-to-end defect lifecycle in Jira, prioritizing critical issues and confirming fixes before every PROD release.
  • Enforced GO/NO-GO quality gates and reported QA progress to stakeholders, including international teams.
Internship Sep 2021 — Feb 2022

Project Management Internship

Telkom Property — Surabaya, Indonesia

  • Assisted the Product Manager with planning, documentation, and reporting for 4 core applications — ECAMS, SQR21, MAC-E, and CRAB-X — improving documentation efficiency by 20% with 100% on-time reporting.
  • Produced the application architecture diagrams — flowchart, use case, activity, and sequence — for each of the four applications.
  • Analyzed product requirements to support decision-making and problem-solving, contributing to 25% faster resolution of project roadblocks.
  • Gathered application requirements with the project team and stakeholders, keeping 100% alignment on goals and reducing potential scope creep by 15%.
Full-time May 2017 — Jun 2018

Lead Service Representative Officer

PT Suzuki Indomobil Motor — Surabaya, Indonesia

  • Managed and coordinated the Customer Service and Service Advisor teams to handle customer complaints, raising the Customer Satisfaction Score by 25%.
  • Developed communication strategies for large-scale motorcycle service recall and free-service programs, increasing customer engagement by 60%.
  • Collaborated with Halo Suzuki Jakarta to streamline warranty claims and service recall processes in East Java, cutting average claim resolution time by 40%.
03 — Education & Certifications

Education and credentials

Education

Telkom University Surabaya

Bachelor of Software Engineering · GPA 3.34

Software engineering foundations — programming, systems analysis, and application development.

2018 — 2022

Trisakti Institute of Transportation and Logistics

Exchange Student · PERMATA SAKTI

Exchange program from the Ministry of Education and Culture, Indonesia.

Oct 2020 — Jan 2021

Coursera — Google Project Management

Professional program

Project planning, risk management, agile delivery, and stakeholder communication.

2024

PROA Digitalent Program

Ministry of Communications and Informatics, Indonesia

Digital talent development program for software and technology professionals.

Certifications
  • Google Project ManagementGoogle
  • Junior Mobile ProgrammerBNSP
  • Unlocking The Essential Role of Scrum MasterMinistry of Manpower Indonesia
  • Mulai Karir Anda sebagai Seorang Project ManagerMicrosoft Sertifikasiku
04 — Projects

Selected work

Eight projects across quality assurance, product design, and internal systems. The four Telkom Property applications were architected during my internship — the application builds are in progress. Open any card for the full story.

01Telkom Property · IoT

ECAMS

An IoT system to control and monitor building lighting and AC from a phone, with live current, voltage, and energy readings. Architecture complete — app in development.

IoTArchitecture
02Telkom Property · Security

SQR21

A barcode patrol system for building security — 12 checkpoints scanned through the night, all logged into one database. Architecture complete — app in development.

SecurityArchitecture
03Telkom Property · Maintenance

MAC-E

A barcode-based maintenance app for AC units: scan the unit, read its history, log the work. Architecture complete — app in development.

MaintenanceArchitecture
04Telkom Property · Budgeting

CRAB-X

An app for building the annual budget plan (RAB) — structured line items, automatic totals, and management monitoring. Architecture complete — app in development.

BudgetingArchitecture
05Internal Tool · Maintenance

Mei-V

A maintenance app for Telkom Property, built for ME technicians and monitored directly by their supervisors.

FlutterProduct
06Mobile App · Mental Health

Malva

A mental health app that brings mood tracking, medication reminders, patient screening, and professional booking into one place.

FlutterFigma
07B2B App · Partnership

Cleo Partner

A partnership app for Cleo drinking water, focused on B2B bulk purchasing with a Bronze-to-Platinum tiering system.

FlutterB2B
08Manual QA · E-commerce

E-commerce Testing

Manual testing of an e-commerce website — test scenarios, functional checks, and defect reporting across the customer journey.

Manual QABlack Box
05 — Publications

Published research

Two peer-reviewed journals on application development and software testing.

01

Pengujian Web Pengiriman Pos Indonesia Menggunakan Metode Black Box Boundary Value Analysis

KERNEL: Jurnal Riset Inovasi Bidang Informatika dan Pendidikan Informatika · Dec 1, 2023
02

Rancang Bangun Aplikasi Pemeliharaan Alat Menggunakan QR-Code (Studi Kasus Telkom Property Surabaya Utara)

Journal of Computer System and Informatics (JoSYC) · Aug 30, 2022
06 — Contact

Let's build something that works.

Open to conversations about quality assurance, project delivery, and service transformation. Based in Surabaya, Indonesia.

Email me LinkedIn WhatsApp
dhimasbbagaskara@gmail.com