FADIAH's Resume

FADIAH

Founder & Admin Quality Lead | Melek Beasiswa

Female

29 y/o

Consultant

Live in Indonesia

Nationality Indonesia

Summary

Customer Experience & Community Operations Specialist with 6+ years of experience managing large online communities, monitoring service quality, and optimizing digital customer support systems. As the Founder & Admin Lead of Melek Beasiswa, I oversee 30,000+ active members across multiple online groups, train and supervise admins, ensure response quality, and handle escalated user concerns. Highly skilled in communication, problem-solving, and data-driven service improvement. Fluent in Indonesian, English, and Turkish, with strong adaptability in app-based, fast-paced environments.

Work experience

Tour Leader & Multilingual Interpreter
Trip & Tour
2022.01-Current
(4 years)
• Facilitated communication between clients and local service providers during international tours. • Ensured excellent customer experience by providing live interpretation and quick problem resolution.
Founder & Admin Quality Lead
Melek Beasiswa
2018.01-Current
(8 years)
• Founded and managed a scholarship mentoring community with 30,000+ active members across dozens of WhatsApp and Telegram groups. • Supervise and train a team of community admins, ensuring their responses are accurate, timely, and aligned with service standards. • Conduct daily monitoring of chat interactions, identify issues, and prepare optimization reports for continuous service improvement. • Handle escalated user concerns empathetically, coordinate between admins, and maintain a supportive, positive community environment. • Analyze user feedback and group trends to improve communication flow and engagement. • Develop standardized response templates, improving response speed and consistency. • Provide multilingual support (Indonesian, English, Turkish) for diverse users.
Customer Support & Educational Consultant
Melek Beasiswa
2018.01-Current
(8 years)
• Conduct personalized consultations via Zoom and WhatsApp, guiding clients and resolving inquiries efficiently. • Maintain detailed documentation and data tracking for service optimization. • Adapt quickly to new tools and digital platforms to ensure smooth service delivery.
Interpreter
Embassy of the republic of Indonesia in Turkiye
2021.01-2021.01
(Turkish – English – Indonesian) • Provided real-time interpretation for official and diplomatic meetings, ensuring clear and accurate communication between parties. • Demonstrated professionalism under pressure in multicultural environments.

Educational experience

Universitas Islam Internasional Indonesia
Educational Science (Ongoing)
2022.09-Current
(3 years)
Ph.D. in Educational Science (Ongoing) Universitas Islam Internasional Indonesia (UIII), Depok, Indonesia Universitas Islam Internasional Indonesia Scholarship Awardee for Outstanding International Students
Sakarya University, Türkiye
Religious Education
2018.10-2022.08
(4 years)
M.A. in Religious Education Sakarya University, Türkiye | GPA: 3.81/4.00 Türkiye Burslari Scholarship Awardee for Outstanding International Students
Universitas Islam Indonesia
Islamic Education
2014.09-2018.08
(4 years)
B.Ed. in Islamic Education Universitas Islam Indonesia | GPA: 3.87/4.00 The Most Outstanding Student, Faculty of Islamic Studies (2018)