Hi, I’m
MONALISA ARCELIA
Program Manager
Bandung,West Java
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 IndonesiaBandung, 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 IndonesiaBandung, 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.
DirakitYogyakarta, 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 TechnologyIndonesia
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 UniversityIndonesia
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
Ability to work independently and as part of a team
Experience in organizing projects to run smoothly and on schedule
Skilled in finding solutions to various issues that arise in projects or at the workplace
Time management
Customer-focused
Problem-solving
Leadership
Team building
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