Alicia User

Built and managed relationships with founders and senior stakeholders, aligning priorities and resolving cross-team conflicts to keep 20+ initiatives on track. Acted as primary point of contact for partner escalations and negotiated partnership terms.

Built and sustained a 2+ year direct client relationship, managing multi-time-zone communication and expectations. Resolved 40+ customer tickets weekly, maintaining a 97% CSAT score through clear, patient communication.

Coordinated scheduling and logistics for international teaching programs, serving as the communication link across multiple time zones and stakeholder groups. Mentored junior team members and taught Scratch and Python to children ages 5–12.

Led cross-functional coordination of a 32-item national digitization project with UNESCO, aligning stakeholders from initial scope through final delivery. Liaised with external partners and government stakeholders to support public awareness initiatives.

Monitored public sentiment and community feedback across platforms, surfacing reputational risks and escalating sensitive issues. Drafted and reviewed audience-facing communications, including crisis messaging, and supported response coordination during high-visibility news events.

Facilitated regular peer support group meetings, creating a safe, structured space for participants to share and process experiences. Planned and coordinated session schedules, themes, and logistics.

Handled incoming crisis calls, providing active listening, emotional support, and psychological first aid to callers in distress. Logged case details, assessed caller needs, and referred cases to appropriate mental health services.

Fellowship from the India School of Internet Governance, completed in 2020.

Grade: GPA 3.71

Bachelor of Communication Science degree from Mercu Buana University, completed in 2019.

Grade: Band 7 (CEFR C1)

IELTS Academic Band 7 (CEFR C1) certification from IDP Education.