I help brands tell their stories through visuals. With a background in design and learning, I focus on creating visuals that not only look good but also communicate clearly. Currently exploring how design can bridge the gap between creativity and communication, whether that's through brand systems, campaigns, or digital experiences.…

Cindy Laurencia Lauw

I help brands tell their stories through visuals. With a background in design and learning, I focus on creating visuals that not only look good but also communicate clearly. Currently exploring how design can bridge the gap between creativity and communication, whether that's through brand systems, campaigns, or digital experiences.…

Available to hire

I help brands tell their stories through visuals. With a background in design and learning, I focus on creating visuals that not only look good but also communicate clearly.

Currently exploring how design can bridge the gap between creativity and communication, whether that’s through brand systems, campaigns, or digital experiences.

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Skills

Experience Level

Jira
Expert
Canva
Expert
Figma
Expert
Articulate Storyline
Expert
UI
Expert
Web Design
Expert
App Design
Expert
Adobe Photoshop
Expert
Branding
Intermediate
Adobe Illustrator
Intermediate

Language

English
Advanced
Indonesian
Fluent

Work Experience

Associate Instructional Designer at Luno
September 30, 2024 - July 5, 2025
Designed internal learning experiences using ADDIE, SAM, and Adult Learning Theory, tailoring solutions for adult learners in a corporate environment. Managed end-to-end instructional design processes including needs analysis, storyboarding, multimedia production, LMS deployment, and course management. Collaborated with Subject Matter Experts to ensure content accuracy and incorporated AI and interactive elements to improve learner engagement and retention. Provided feedback for continuous improvement and managed LMS administration and user support.
Customer Success Senior Associate at Luno
January 1, 2024 - September 29, 2024
Assisted associates in resolving customer queries through Zendesk Side Conversations while managing day-to-day customer concerns. Escalated significant incidents to engineering for urgent fixes, handled security issues, fraud investigations, and customer complaints ensuring timely and compliant resolutions. Mentored new joiners via onboarding and real-time coaching.
Customer Success Associate at Luno
April 1, 2022 - December 31, 2023
Provided bilingual customer support in English and Bahasa Indonesia via email, live chat, and calls in a high-volume fintech setting. Resolved payment, account security, verification, and general support queries. Maintained high productivity and satisfaction metrics including 5+ cases per hour, 75%+ CSAT, and 95% QA compliance. Managed KYC escalation and enhanced team efficiency and service consistency. Recognized as monthly individual KPI winner four times.
Teller at Maybank
October 2, 2017 - March 31, 2022
Processed high volumes of banking transactions accurately and efficiently, including cash management and interbank transfers. Maintained 100% accuracy in cash reconciliation and balanced registers daily. Ensured alignment of cash registers and ledgers to improve audit readiness. Delivered friendly and efficient service under pressure.

Education

Bachelor of Accounting at Institute of Economic Science Balikpapan
January 1, 2017 - December 31, 2021
Visual & UI/UX Design at Purwadhika Digital School
July 23, 2025 - November 30, 2025
A comprehensive design program covering the fundamentals of visual design, branding, and digital implementation. Throughout the bootcamp, I learned to translate ideas into effective visual communication through hands-on projects such as creating an offline campaign, developing a brand book to define cohesive identity systems, and re-designing a landing page.

Qualifications

The complete Instructional Designer course
March 1, 2025 - March 31, 2025
Instructional Design for ELearning
April 1, 2025 - April 30, 2025
Instructional Design to Learning Experience Design (LXD)
May 1, 2025 - May 31, 2025
Funding and Services Certification (Level Teller)
August 1, 2018 - August 31, 2018
Agile Project Management
April 1, 2025 - April 30, 2025

Industry Experience

Financial Services, Software & Internet, Education, Media & Entertainment, Professional Services
    paper Jiniso Landing Page Improvement

    As part of my student work, I redesigned the landing page of a local Indonesian denim brand called Jiniso. I did the initial brand research, creating a comparative analysis, user persona, and solutions using the HMW method, before creating the wireframe and final high-fidelity. It includes a bit of prototyping in the final design as well.