Summary
Overview
Work History
Education
Skills
Websites
Training
Certification
Timeline
Generic
Safitriani

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
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
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)
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 - 2016.01

Senior High School - Science major

SMA N 1 Cikarang Utara
Cikarang, Indonesia
01.2009 - 2012.01

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 - 2016.01

Senior High School - Science major

SMA N 1 Cikarang Utara
01.2009 - 2012.01

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Safitriani Support Manager