Bayu Wicaksono has 10+ years of diversified experience in Contact Center Strategic Resource Planning/Optimization and Software Development Industry. Graduated from Purdue University with a Master's degree in IE/OR, he is an excellent communicator, documentation lover, and analytic savvy who consistently achieve goals and exceeding expectations.
He also has an extensive experience both in managing a team and in developing algorithmic solutions to complex problems by utilizing linear programming, discrete event simulation, statistical/stochastic analysis and simulation modeling, time series forecasting, and many other OR methodologies. He holds several (pending) patents relating to contact center simulation and strategic planning/optimization algorithms.
He is very passionate about continuous improvement, software development (C#), big data and operations research/optimization-related analytic. In his spare time he teaches Capoeira, a Brazilian martial arts, to youth community. He currently lives in Maryland with his wife, Rahayu, and 3 children: Adriel, Khadeeja and Maryam.
Graduated Master's in Industrial Engineering, Operations Research with full Teaching Assistanship.
Graduated Bachelor's in Industrial Engineering (3.1 / 4.0 GPA).
Taruna Nusantara (also called Tarnus or TN) is a boarding senior high school with Military-like discipline that is located in the town of Magelang, Central Java, Indonesia. The school gains reputation from its strong emphasis on national values in addition to exceptional academic and leadership achievements. The school and its teaching method has been referred to as "the inspiration for the setting up of other top schools in Indonesia".
I was one of only 245 middle-school students selected from across Indonesia to receive full scholarship from the Indonesian Government to attend this prestigious school and joined the fifth batch of Taruna Nusantara's roster of students.
Today's contact centers are assuming a more prominent role within enterprise-wide customer management strategies. Whether it's through increased deliverables on multi-channel solution sets, or by assuming greater responsibility in shaping overarching business strategies, contact centers have never been more involved in the development of the organization and success. These organizations are investing millions of dollars to improve the customer experience through special sales and servicing programs, providing multi-lingual agents, investing in new technologies, and presenting a wider diversity of products and solutions. These servicing strategies are tied to an unprecedented number of customer contact points – inbound phone/outbound/email/chat/social. Consistent customer service delivery is a serious challenge. So is planning for it.
This challenge is one that I deal with day-in and day-out. I manage a team that is responsible for coming up with algorithms and capability to optimize contact centers' agent strategic capacity planning and service performance analysis/prediction. Our robust algorithm utilizes (not an exhaustive list)operations research methodologies, such as linear programming, discrete-event simulation, mathematical and statistical/probability model to achieve plan optimality in order to get the right number of agents, in the right place, at the right time, to deliver exceptional service.
Aside from this, I am also heavily invested in learning big data analytic utilizing Hadoop and Spark. In my spare time, I teach Capoeira, an Afro-Brazilian Martial Arts to youth community and I am also acvitely involved in community outreach through participation in various festivals, workshops, free community classes etc.
Bay Bridge was acquired by Interactive Intelligence in August 2012. Interactive Intelligence Group, Inc. (NASDAQ: ININ) is a global provider of contact center automation, unified communications, and business process automation software and services for mid-size to large organizations.
I am a certified Capoeira teacher to teach Beginner - Intermediate level classes affiliated with Grupo Axé Capoeira.
I was promoted to Manager of Operations Research Development department in 2011. Some of my achievements include, but not limited to:
I was promoted to Lead Analyst in January of 2008 with greater responsibility (as well as visibility) to develop strategic development projects of CenterBridge Software Suites. Achievements include, but not limited to:
My primary role is to develop custom simulations and optimization algorithms for our flagship product: CenterBridge. Some of my duties and achievements include, but not limited to:
I was awarded Teaching Assistanship by the Industrial Engineering Department for the duration of my Master's program. My duties and responsibilities include, but not limited to:
Note: QuikPak, Inc. was acquired by DHL Global Mail in 2004.
Below are some of the work that I've published throughout my professional years. These include patent works, white papers as well as presentations.
A system and method are presented for predicting contact center behavior. In one embodiment, closed form simulation modeling may be used to simulate behavior from input distributions. Models may be created through staging and analysis of historical Automatic Call Distribution data. Service level, average speed of answer, abandon rate, and other data may be predicted to generate forecasts and analysis of contact center behavior. Examples of behavior may include staffing levels, workload, and the Key Performance Index of metrics such as service level percentage, average speed of answer, and abandonment rate percentage.
A method and system for prediction in a telecommunications network are described. Particularly, contact allocation, staff time distribution, and other performance metrics may be determined in a contact center operation environment comprising multiple media types and/or multiple agent skill sets for handling contact types. In an embodiment, models simulating queue behavior are built. Staff count may be altered in order to determine staffing allocations and performance scenarios using the models. Long term and short term predictions may be used to configure the telecommunication network and route communications through the telecommunications network.
A method and system for creating contact center models are described. Model parameters may be derived from and optimized using historical data. The model parameters may be used to construct an analytic model, which said analytic model may be used to create a contact center model using the optimized parameters. In an embodiment, a distribution may be determined that is demonstrative of a virtual representation of the historical environment of the contact center operation environment at different time intervals. The distribution may be used to transform inputs where there is a discrepancy between the simulation model time interval and the time interval for a generated forecast.
This poster presentation describes a methodology that allows for forecasting, cap planning and what-if analysis to develop strategic plans for contact centers utilizing simulations that accounts for variations in customer patience and abandonment behavior, resulting in accurate prediction of key performance parameters. The solution also performs: Hiring, extra-/under-time strategies to meet fluctuating seasonal demand, balance workload and staff allocation.
Below are professional recommendations for my work, both in the current positions as well as in the past positions. All recommendations are published in and taken from my linkedIn profile.
Note: the position of each profile below corresponds to the position at the time when they were either working with, managed by, taught by, or managing me (either directly or indirectly). They may or may not have changed career path or position from the time we were working together.
I worked with Bayu as his colleague for 1 year initially. After his promotion to manager position, I worked under him for more than 2 years. We worked together on many projects together and I really like working with him.
He does not use his authority as manager or seniority ranking to push his viewpoint. He explains pros and cons of his approach and very enthusiastically understands others viewpoint. Our group has very diverse background. This encourages whole group to take initiative, freely express their opinions and remain enthusiastic.
He is very good as a mentor. He explains things in very simple manner. As a manager, he is very good at identifying projects which will use each person's skill set optimally.
We worked together on extremely difficult mathematical modeling problems. Sometimes, I had different approach in mind for those problems. I felt at ease expressing it to him and was always encouraged for direct communication.
Bayu is a really great manager! He has the unique capability to manager a team while also remaining highly technical, which makes our team productive and successful. As a leader, he helps us develop a clearer sense of what we want in our careers. He encourages us to think in creative ways to solve problems. When I work for him, he usually doesn't assign me a job to do,instead he offers me opportunities and challenges to undertake. In this way, my analytical and problem-solving skills get improved efficiently. Whenever I am stuck on my project, he is always willing to help out and encourage me to be more confident.
Bayu loves to solve highly complex problems.He has the ability to get comprehensive understanding of complex problems quickly and link them to advanced knowledge of different areas and as a result produce high-quality solutions.
Bayu is also a great mentor! He helps us develop new skills and abilities. Last year, he sent me to an advanced programming course to improve my programming skills and he shared great big data materials with us so that we can learn new technique to get prepared for the future use.
Bayu has been my instructor for a little less than two years. During this time, my experience with Bayu's training has been very rewarding and monumental for my development in Capoeira as it demands keen physical ability and strong mental coordination to follow complex techniques. In my case, Bayu was very patient with me and brought forth a variety of approaches to help me understand and hard-wire certain fundamentals essential for my growth in Capoeira--Bayu is quick to make a correction before it becomes 2nd nature, and is very approachable to seek guidance in learning something new.
Finally, Bayu never gives up on helping a struggling student--he'll make every attempt to simplify the mechanics of new techniques and inspires the student base to provide an open environment to learn from one another and help each other.
I had the pleasure of training with Bayu through Axe Capoeira Maryland for almost a year.
Bayu is a very supportive teacher who teaches you not only how to move, but how to think like a martial artist. He also encourages his students of all levels to travel to competitions and Batizados and grow through the challenge of playing and sparring with different capoeiristas.
He is able to nurture the diverse strengths of his students while also challenging them to continuously grow by training outside of their “comfort zone”. I recommend training with Bayu and Axe Capoeira. His group is able to embrace the tradition of capoeira while still teaching Capoeira as a contemporary martial art.
I look forward to seeing how Axe Capoeira Maryland continues to grow under Bayu “catatau” Wicaksono. Axe!
Bayu Wicaksono is a great leader for Axe Capoeira enthusiasts both experienced and novice in the Maryland region. His practiced skillsets and many years as a group head instructor are evident in his ability to engage students in a self improvement path through Capoeria's physical and cultural teachings.
I was a first time capoeira student at Balanced Life Skills studio. Bayu is an excellent, consistent teacher and mentor who is able to manage a full classroom where students are at various skill levels. Bayu incorporates the culture, history, and art of capoeira into each lesson and is able to motivate and accelerate student skills by setting a good example.
Bayu is a great manager. His central theme on continuous improvement helps inspires us to pursue excellence as a journey rather than a destination. Internally, this helps us to think of creative ways to improve our software development process and as a result produce quality code and a greater confidence in achieving internal milestones.
Externally, this helps us to keep an eye on emerging trends and develop analytical solutions based on advanced operations research techniques to help solve our clients business problems.
In addition, Bayu is a great mentor to learn from with a deep technical knowledge in operations research combined with an acute business acumen, he helps ground our research and development initiatives to ensure that it has a practical application and models real world assumptions.
I had the great pleasure to work with Bayu at BBDT. I learned a many things from Bayu as we enjoyed many fun and interesting brainstorming sessions together. Bayu is a talented OR Analyst who can solve incredibly complex problems AND implement the solutions! Bayu's is a professional who takes his skill development seriously and is on the fast track with strong OR, software development, and project management skills.
I have worked with Bayu for many years. He has a unique blend of skills that has made him one of my go to employees. He understands complex optimization problems (MIP and LP). In addition he has become a strong software engineer. He has developed some of the most analytically complex parts of our in-house developed applications.
Bayu is a very talented mix of intellectual and communicator. I have worked closely with Bayu for over 6 years to date. He is an extremely smart developer. He is able to see it through the user’s eyes, meaning look at functionality from a usage perspective to ensure the functionality is intuitive, covers all the needs, as well as has structural integrity in the design. Bayu is a great co-worker and I would recommend him highly.
Bayu is a great engineer and a creative developer and implementer of very complex optimization algorithms that work not just in the lab, but in the field with highly demanding customers.
I've worked with Bayu over the past 4 years, while he served as a lead analyst with Bay Bridge Decision Technologies. Our product CenterBridge, is a technically complex decision support engine for the call center industry. It involves building complex simulation and optimization models of complex networks, and creating code that solves extremely quick.
In a nutshell, many of the technological breakthroughs associated with our system were developed by Bayu. Bayu is a thoughtful engineer who has a terrific algorthmic creativity. He is expert at mathematical optimization, predictive modeling, and simulation.
Bayu is also a fine person to work with.
Bayu is a wonderful asset to the Bay Bridge organization. The research he is doing for our organizations software platform would earn him multiple PhD's according to our president. Bayu's communication style to our current customers or prospective customers is just outstanding.
I have known Bayu since college days from Purdue University, we both majored in Industrial Engineering. I remember as a student, he is a very smart person, analytical, and particularly excelled in simulation related classes. Upon graduation, we each pursue master degree and both were accepted to work as a Graduate Teaching Assistant for one of Industrial Engineering undergraduate courses on Human Factors Ergonomics and Work Design.
Overall, I have enjoyed working together with Bayu without any difficulty. He is a quick learner. His background and logical capability in computer science/programming is a big plus, and had helped a lot in maintaining the website for the course that we were teaching. He has strong work ethic and is responsible with his work. I believe Bayu will perform in the position he is applying for, will cause and put a significant contribution thus make him a really great asset to the company.
Bayu is a diligent and results driven professional who had always exceeded my expectations. His personal commitment to the accuracy of his work, and the flexibility in which he applied various methodologies until a good fit could be found, made his work appreciated and used long after his internship was completed.
I would happily recommend Bayu and I wish him much continued success.
Below are some of the pictures that I've taken or professionally taken (by someone, with our permission, of course), of my family as well as of my work as a Capoeira instructor.
You can find me at my office located at:Interactive Intelligence, Inc. (Decisions Group)
I am at my office every day from 9:00 until 6:00 pm, or alternatively, you may also call my office number or e-mail me (see above).
You can also find me in various social media such as facebook, twitter, instagram etc. (see social media handles in header above).
Or, you can find me at my Capoeira class located at Jing Ying Institute of Kung Fu and Tai Chi in Arnold, MD.
I am teaching every Mondays and Thursdays from 7:00 until 8:30 pm, and Wednesdays from 6:30 - 7:30 pm.
First week of classes are free, so please come in and enjoy a great workout!