Felicia Luz Clarita Ina
Gothenburg,Vastra Gotaland
Summary
Results-oriented professional with 3+ years of technical account management experience in the payment industry, driving customer-focused solutions and technology adoption. Currently interning at Polestar, gaining insights into Swedish work culture and pursuing a master’s degree in Innovation and Industrial Management with a focus on strategic planning and business development. Business Proficiency in English and Intermediate in Swedish.
Overview
5
5
years of professional experience
Work History
Intern, Global Fleet Operations
Polestar
Gothenburg, Vastra Gotaland
08.2024 - Current
- Provided critical support in project planning and execution for fleet development initiatives across 16 markets, ensuring alignment with global fleet strategy.
- Analyzed incoming service desk queries and collaborated with cross-functional teams to resolve technical issues and implement digital solutions.
- Played a key role in the renewal of 200+ fleet contracts, contributing to a streamlined renewal process and enhanced market engagement.
- Participated in telematics and sustainability projects, supporting data collection and analysis to optimize fleet operations.
Analyst, Market Delivery
Mastercard
Jakarta
07.2021 - 08.2023
- Accounts managed include MNC Bank, Panin Bank, Nobu Bank, Sinarmas Bank, and Commonwealth Bank. Collaborated among account management and business development division to bring forth the winning pre-sales pitch.
- Collaborated among account management and business development division to bring forth the winning pre-sales pitch.
- Acted as a focal point for customer support issues (around 30+ customer support issue cases every week).
- Support a release technology updates (Authorization and clearing system update) for customers two times a year.
- Allocated to the ongoing project responsible for delivering the contactless mandate in Indonesia for customer MNC Bank, Commonwealth Bank, Panin Bank.
- Part of UOB CITI Consumer Card Portfolio migration project working team, acted as a second implementation support to do test certification and advised the technical aspect on the project (100,000+ cardholder accounts).
- Allocated to the ad hoc working group responsible for the approval of prepaid card license by Bank Indonesia, by assisting the testing process for e-commerce and cross-border transaction use case.
- Supported the onboarding process of new customer Bank Index with the first launch product, which is a virtual debit card.
- Assigned to the Commonwealth Switching Host Migration System project for Issuer Debit and Acquiring ATM.
- Assigned to the debit multi-currency project for OCBC as a part of OCBC Global Wallet Product launching.
- Accelerated the ongoing MC efforts to increase money-send enablement among Issuer customers by conducting testing.
- Managed two Money Send projects for Commonwealth Bank and MNC Bank.
- Accelerated the ongoing MC efforts in conjunction with Central Bank mandate for disaster recovery (DR) site implementation in Panin and MNC bank.
- Facilitated the dispute process for NPG Mastercard transactions from 1st Chargeback to Pre-Arbitration process during the development phase of the dispute management application and performed reconciliation process for dispute transactions.
Settlement & Reconciliation Support (Contract)
Mastercard
Jakarta
10.2019 - 06.2021
- Managed dispute transactions for Mastercard NPG transactions (20+ transactions per month).
- Assigned to the working group to create a standard operating procedure for NPG collaboration between Mastercard and Artajasa (local switching entity) in processing domestic Mastercard transactions in the NPG ecosystem.
- Assigned to the Issuer Mastercard NPG project to conduct end-to-end transaction testing, authorization, and clearing.
- Acted as a focal point for customer support issues related to clearing and settlement, and collaborated with internal business partners to provide technical advice for the issue.
- Monitored day-to-day settlement operations for Indonesian customers (20+ Banks).
Education
Master of Science - Innovation and Industrial Management
Gothenburg University
Gothenburg, Sweden06-2025
Bachelor in Management -
Institut Teknologi Bandung
Bandung, Indonesia07-2019
Skills
- Analytical Problem Solving
- Technical Account Management
- Project management
- Data Analysis
- Introductory Python and SQL Knowledge
- Strategic Planning
- Engaging Presentation Techniques
- Cross-Functional Collaboration
- Client Support
- Legal Document Management
Languages
Indonesian
First Language
English
Proficient (C2)
C2
Swedish
Intermediate (B1)
B1
Accomplishments
- Top 4 CFA Research Challenge Held by CFA Institute Represented SBM ITB in CFA Institute Research Challenge 2019 Indonesia Local Chapter. Created investment research analysis report of PT. Perusahaan Gas Negara Tbk (PGAS.JK) with BUY recommendation. Used Sum of The Parts (SOTP) valuation method and EV/EBITDA multiple of APAC peers, with weighted SOTP 70% + 30% EV/EBITDA
- 3rd Winner National Business Competition - Investment Research Issued by Ministry of Research, Technology and Higher Education (RISTEKDIKTI) Created equity research report for several telco sector companies in SEA regional with various valuation method: DCF FCFF, EV/EBITDA, P/E Multiple and Dividend Discounted Model.
Affiliations
- The Development Café, Jakarta, Indonesia – Internship Staff (Nov 2022 – August 2023): Participated in two skill development training projects, providing English and Social Media training to 50+ local participants and SMEs in Jakarta.
- Network For Teaching Entrepreneurship Volunteer, Remote, Worldwide – Mentor (Feb 2022 – Feb 2023): Mentored junior and senior high school students in business plan development, focusing on problem/opportunity analysis, unique value proposition, competitive analysis, marketing, cost structure, and pitch preparation for competitions.
- Society of Renewable Energy, Jakarta, Indonesia – Director of Finance (Feb 2022 – Dec 2022): Reviewed and analyzed the organization's financial plan for the 2022-2023 period.
Eligibilities
Eligible to work in Sweden
References
References available upon request.
Timeline
Intern, Global Fleet Operations
Polestar
08.2024 - Current
Analyst, Market Delivery
Mastercard
07.2021 - 08.2023
Settlement & Reconciliation Support (Contract)
Mastercard
10.2019 - 06.2021
Master of Science - Innovation and Industrial Management
Gothenburg University
Bachelor in Management -
Institut Teknologi Bandung
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