Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Hi, I’m

MONALISA ARCELIA

Program Manager
Bandung,West Java
MONALISA ARCELIA

Summary

Dynamic and results-driven professional with a proven track record in program management and customer support leadership. Skilled in leading teams, project management, and strategic decision-making. Committed to innovation and a customer-centric approach, with strong communication skills and a focus on achieving organizational goals.

Overview

9
years of professional experience
7
years of post-secondary education
3
Languages

Work History

Dicoding Indonesia
Bandung, Indonesia

Program Manager
01.2018 - Current

Job overview

  • Overseeing and managing multiple client projects such as Google, IBM, Microsoft, AWS, Ministry of Tourism and Creative Economy and Ministry of Communication and Information Technology Indonesia
  • Coordinating cross-functional teams to ensure project goals are met
  • Developing project plans and timelines
  • Monitoring project progress and addressing any issues that arise
  • Communicating project updates to stakeholders and leadership
  • Identifying opportunities for process improvement and implementing best practices.

Dicoding Indonesia
Bandung, Indonesia

Head of Customer Experience
01.2021 - 01.2023

Job overview

  • Leading and managing the customer support team to deliver exceptional service
  • Handling escalated customer issues and complaints in a timely and effective manner
  • Monitoring customer support metrics, such as response times and resolution rates, to identify areas for improvement
  • Training and developing customer support representatives to enhance their skills and knowledge
  • Collaborating with other departments, such as product development and marketing, to address customer needs and concerns
  • Implementing tools and technologies to streamline customer support processes and improve efficiency.

Dirakit
Yogyakarta, Indonesia

Developer Relations Intern
01.2016 - 04.2017

Job overview

  • Building and nurturing relationships with developers within the community
  • Organizing and participating in developer events, workshops, and conferences to promote the company's products and services
  • Gathering feedback from developers to inform product development and improvement.

Education

Bandung Insitute of Technology
Indonesia

Master of Business Administration from Marketing
09.2019 - 07.2022

University Overview

  • Thesis: Analyzing Consumer Readiness Towards Dicoding Online Learning Service using Modified Technology Readiness and
    Acceptance Model (TRAM)
  • Focus on Young Executive; Major in Marketing and Minor in Entrepreneurship
  • Graduate with Satisfactory

Sunan Kalijaga State Islamic University
Indonesia

Bachelor of Science from Informatics
07.2013 - 04.2017

University Overview

  • Thesis: Analysis of User Experience in Using Two-Factor Authentication for Electric Doors
  • Graduated with distinction
  • Focus on Technology, Security, and Internet of Things

Skills

Exceptional communication and interpersonal skills

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Accomplishments

  • Google Project Management Specialization Professional Certificate
  • Google Digital Marketing & E-commerce Specialization Professional Certificate
  • IBM People and Soft Skills for Professional and Personal Success Certificate
  • LinkedIn Growing as a Customer Service Manager Professional Certificate
  • LinkedIn Administrative Professional Tips Certificate
  • Intel Software Innovator Certificate

Timeline

Head of Customer Experience

Dicoding Indonesia
01.2021 - 01.2023

Bandung Insitute of Technology

Master of Business Administration from Marketing
09.2019 - 07.2022

Program Manager

Dicoding Indonesia
01.2018 - Current

Developer Relations Intern

Dirakit
01.2016 - 04.2017

Sunan Kalijaga State Islamic University

Bachelor of Science from Informatics
07.2013 - 04.2017

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MONALISA ARCELIAProgram Manager