Safitriani
Support Manager
Summary
Results-oriented Support Manager with over 1 year of experience in implementing impactful improvements to departments and leading by example. Seasoned industry expert with a knack for developing creative strategies to efficiently manage high-volume support ticket systems. Dedicated to driving measurable results and providing exceptional customer support for optimal satisfaction. Committed to leveraging an application-based approach to accelerate the negotiation process, boost sales targets, and convince customers to make confident purchasing decisions.
Overview
11
11
years of professional experience
1
1
Certification
2
2
Languages
Work History
Support Manager
PT Biogenome Total Solusi
Jakarta, Indonesia
10.2023 - Current
- Managed specialist team to provide technical assistance and customer service.
- Coached employees through day-to-day work and complex problems.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Coordinated onboarding activities for new hires, facilitating seamless integration into the existing support team structure.
- Developing the company's business with new product development in line with market interests and increasing sales by assisting in product promotion
SENIOR FIELD APPLICATION SCIENTIST (FAS)
PT PANDU BIOSAINS
Jakarta, Indonesia
03.2017 - 09.2023
- Contributed to increased sales revenue through insightful presentations and demonstrations of cutting-edge applications.
- Participated in grant proposal writing efforts, securing funds to support ongoing research projects and initiatives within the organization.
- Conducted training sessions for clients and internal staff members on the latest application technologies, enhancing overall team expertise.
- Mentored junior scientists in developing their technical skills, fostering an environment conducive to professional growth within the team.
- Established strong relationships with clients by providing timely updates on project progress and ensuring expectations were met.
Internship Student
Indonesian Institute of Science (LIPI)
Cibinong, Indonesia
01.2014 - 01.2016
- Conducted research for various projects, leading to well-informed decisions and successful outcomes.
- Analyzed problems and worked with teams to develop solutions.
- Sorted and organized files, spreadsheets, and reports.
- Prepared project presentations and reports to assist researcher.
Education
Bachelor of Science - BIOCHEMISTRY
Bogor Agricultural University (IPB)
Bogor, Indonesia 04.2012 - 01.2016
Senior High School - Science major
SMA N 1 Cikarang Utara
Cikarang, Indonesia 01.2009 - 01.2012
Skills
Decisive Decision-making
Teamwork and collaboration
Technical support expertise
Business networking
Problem-solving
Public Speaking
Complaint resolution
Time management
Training
- NGS Instrument and Library Preparation Training - Illumina, Singapore 2017 - 2020
- Data Analyst Mini Course - RevOU 2025
- Leadership Manager Training - MarkPlus Institute January 2025
- Sales and Marketing Training - PT Biogenome Total Solusi 2025
Certification
Leadership Training - MarkPlus Institute
Timeline
Leadership Training - MarkPlus Institute
01-2025
Support Manager
PT Biogenome Total Solusi
10.2023 - Current
SENIOR FIELD APPLICATION SCIENTIST (FAS)
PT PANDU BIOSAINS
03.2017 - 09.2023
Internship Student
Indonesian Institute of Science (LIPI)
01.2014 - 01.2016
Bachelor of Science - BIOCHEMISTRY
Bogor Agricultural University (IPB)
04.2012 - 01.2016
Senior High School - Science major
SMA N 1 Cikarang Utara
01.2009 - 01.2012