Chainalytics Labs

Building Chainalytics Labs to help DIY investors build & optimize their long-term crypto portfolio with data-driven confidence. Deconstructing the WHICH and WHEN when it comes to buying and selling crypto.

Co-Founder

Bukalapak

Increasing customer happiness & reducing customer contacts through building seamless and amazing end-to-end product experiences.

Working closely with the Tribes to identify ways to add real value for our customers and continuously improve our Customer Experience (CX and UX). Building and improving our products and services to create end-to-end experiences our customers love and increase business value and profitability.

Ingraining customer-centric entrepreneurship based on data into all corners and edges of the organisation. 

Bukalapak was founded with the singular mission of empowering Indonesia through digital technology. As one of the top (unicorn) online marketplaces in Indonesia, with tens of millions of visitors monthly and several trillion IDRs ($3B+) in annualised GMV, we grow our technological impact beyond e-commerce. We are extremely proud to be a customer obsessed company and we remain highly focused on our spirit of empowerment.

Customer Strategist - CX, UX & Customer Journeys

Coolblue

Responsible for everything related to returns and repairs organised into four different departments (100+ employees in total) which specifically touch the online and offline returns and repairs customer journey. End-to-end responsibilities include: returns reduction, returns and repairs policy, online returns and repairs journey, operational processing of returns and repairs in two warehouses and all repair centers, service agreements with 1200+ suppliers and big brands, and Coolblue Second Chance products.

Coolblue is a $1B+ (unicorn) best in class e-commerce company in the Netherlands and Belgium with an obsessive focus on customer experience. When you sell and ship millions of products, you will also be confronted with a lot of returns and repairs. Whenever a customer wants to return a product or to get a product fixed, we make sure this is a pleasant, logical and seamless experience and that everything is well-organized in the background.

Domain Manager Returns & Repairs

Responsible for all customer journeys and the customer journeys team. Representing the customer in every internal discussion and decision making process is a high priority within this role. It is of great importance that with every potential change made to the website or any type of process, the effect on the customer experience is considered. Basically making sure that customer satisfaction and bottom line are of equal importance.

An obsessive focus on customers and everything for a smile. That's what Coolblue represents and what the customer journey specialists fight for every day. The right type of coaching and challenging of the customer journey specialists makes sure they thrive at improving experiences for our customers.

Manager Customer Journeys

Responsible for Coolblue Tweedekans. This department optimizes the yield of returned products. These products are as good as new and deserve a second chance ('tweede kans'). After being fully tested and checked they are sold across multiple channels, among which are Marktplaats.nl and Coolblue's own shops. The main goal was to optimize the yield of these products by taking into account time-to-sell, discount, price of new product at Coolblue, price of new product at competitors, sales channel, stock age, state of the product, price elasticity, exposure and all costs involved with reselling the product (packaging, shipping, storing, marketing etc.).

Coolblue has hundreds of webshops, sells over 40.000+ different products and has one clear goal: making customers happy. As an online retailer Coolblue is also confronted with product returns. Most of the products are returned within 30 days (the 'cooling down period'), however Coolblue has the policy not to sell these products again as new, but as Coolblue Tweedekans product. These products are as good as new, but can be bought at a discount.

Manager Coolblue Tweedekans

Responsible for determining the right products to cross sell with other products to increase the customer's total product experience and Coolblue's profitability simultaneously. Responsible for cross sell at over 300+ products groups and 7.000+ products within the biggest Business Unit (IT) at Coolblue. Product groups include: laptops, desktops, monitors, tablets, printers, routers, ip-camera's, switches, domotica, NAS, hard disks etc.

Based on data from the business intelligence tool and close collaboration with team members from other disciplines (product specialists, buyers, category managers, conversion managers), I determined which products are best to cross sell with other products on our webshops and physical stores.

Another part of this role was to experiment and come up with more effective ways to do cross selling online and to coach and train new cross sell specialists.

Cross Sell Specialist

Responsible for determining the assortment, webshop navigation and logic, conversion and cross sell of three webshops of Coolblue:

◆ www.routercenter.nl (and .be)
◆ www.mediacentershop.nl (and .be)
◆ www.ipcameracenter.nl (and .be)

(All Coolblue webshops are now integrated into one: http://www.coolblue.nl (and .be))

Product Manager

Wisher Concepts

Wisher Concepts is an internet marketing agency that helps its customers (SMEs) to get the most out of their business. This is done through optimizing their website, webshop and online marketing efforts (including Google Adwords, affiliate marketing, SEO and more). With our experience we're also able to help with and overcome more general business and growth challenges.

Fietspunt.nl

Responsible for all online marketing efforts at Fietspunt.nl, one of the biggest webshops in The Netherlands for bicycle parts and bicycle accessories for every type of cycling enthusiast. This included optimizing Google Adwords, affiliate marketing and price comparison websites.

Online Marketeer

Marktplaats.nl

Supporting the Services team with all possible work including email marketing, data analysis, setting up marketing campaigns, digital surveys and optimizing customer service activities.

Involved in the launch of two big projects: Marktplaats Gebruikersjury and Marktplaats Klussen. Marktplaats Gebruikersjury is a platform on which professional service providers can submit disputed reviews. It was the first deployment of the eBay Community Court architecture in Europe. Marktplaats Klussen is a total redesign of the services directory model of Marktplaats, making it a demand-driven instead of a supply-driven business model.

Marktplaats.nl is the largest online P2P marketplace in The Netherlands with 1+ million unique visitors per day.

A seasoned e-commerce expert with 15+ years experience, specialized in customer experience (CX + UX). I have been fortunate to implement and lead business strategies across a wide variety of products and processes required to operate best-in-class technology companies. From developing cross sell strategies and leading the returns & repairs department at the second largest online retail player in The Netherlands (Coolblue), to driving customer experience initiatives at one of the top technology unicorns in Indonesia (Bukalapak).

I have discovered my niche is in customer-centric product development, maximizing the value for the customer through seamless end-to-end experiences, as well as growing business revenue and profitability.

Specialties: Customer-centric Entrepreneurship, Customer Experience (CX), User Experience (UX), Business Strategy, Product Management, E-commerce, Online Platforms & Marketplaces, Blockchain, Crypto, Personal Finance, Investing, Macro Economics & Monetary History.

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