Johnson Sudarman

Background

About Johnson Sudarman

I’m a digital customer experience leader with 5+ years of hands-on experience in customer onboarding, KYC verification, and CX operations across top-tier Indonesian banks. At BCA Syariah, I lead a high-performing CX team focused on streamlining onboarding and mobile activation, consistently achieving an SLA of under 5 minutes. Through strategic coaching and mentoring, several agents ranked among the top performers for three consecutive months. I also spearheaded the development of an internal AI Agent using Microsoft Copilot Studio and Power Automate—reducing manual workload, boosting frontline efficiency, and enhancing cross-functional communication. Previously at Bank Central Asia, I handled 80–100 daily customer interactions, supporting account opening and credit card services with strict compliance and service quality. With a Bachelor's in Business Administration, I combine strong service fundamentals with a transformation-driven mindset. I'm passionate about building smarter workflows, developing people, and scaling CX impact through automation, strategy, and agile execution. Fluent in English and Bahasa Indonesia Comfortable in cross-functional, remote-first teams Open to global opportunities in CX leadership, digital operations, or fintech transformation roles.