Bonifasius Enggar Galih
Customer Support Manager
Kutai Kartanegara
Summary
Results-driven Customer Support & Service Professional with over 2 years of experience in the marketing and gaming industries. Proficient in providing multilingual support in Indonesian, English, and Russian. Demonstrates excellent communication skills and effective use of CRM tools to lead teams and manage customer relationships. Strong background in student leadership and event coordination showcases exceptional organizational and problem-solving abilities.
Overview
7
7
years of professional experience
3
3
Languages
7
7
years of post-secondary education
Work History
Customer Support Manager
Gaming Industry
Moscow
02.2025 - Current
- Lead a customer support team, improving response efficiency by 20% through workflow optimization
- Resolve escalated user issues related to in-game transactions, bugs, and account management
- Collaborate with cross-functional teams (dev, QA, marketing) to enhance player experience
Customer Service Representative
Marketing Company
Moscow
11.2022 - 07.2024
- Handled 100+ daily inquiries via phone, email, and live chat with 95% satisfaction rate
- Trained new hires on CRM systems and company policies, reducing onboarding time by 15%
- Maintained detailed customer logs to identify recurring issues and improve service strategies
Head of Hospitality Division
Indonesian Student Symposium
Moscow
01.2018 - 12.2018
- Managed logistics & accommodations for 150+ attendees, ensuring smooth operations
- Supervised 15 volunteers in guest relations, improving attendee satisfaction
Head of Student Affairs Division
Indonesian Student Association in Moscow (Permos)
Moscow
10.2017 - 08.2018
- Organized academic & cultural events for 200+ students, improving engagement
- Advocated for student needs with university administration, enhancing support services
Education
M.D. - Technology of Freight Wagon Transportation Process
Russian University of Transport (RUT)
Moscow, RU 09.2020 - 07.2026
No Degree - Russian Language
Russian University of Transport
Moscow 09.2016 - 07.2017
Skills
Customer Service Proficiency
Training Development
Proficient in Multilingual Interaction
Customer Relationship Management Systems
Problem-Solving Skills
Event Coordination & Logistics
Customer relations
Team building
Empathetic Communication
Social media monitoring
Training and coaching
Leadership Experience
- Head of Student Affairs Division, 2017, 2018, Indonesian Student Association in Moscow (Permos), Moscow, RU, Organized academic & cultural events for 200+ students, improving engagement., Advocated for student needs with university administration, enhancing support services.
- Head of Hospitality Division, 2018, 2018, Indonesian Student Symposium, Moscow, RU, Managed logistics & accommodations for 150+ attendees, ensuring smooth operations., Supervised 15 volunteers in guest relations, improving attendee satisfaction.
Timeline
Customer Support Manager
Gaming Industry
02.2025 - Current
Customer Service Representative
Marketing Company
11.2022 - 07.2024
M.D. - Technology of Freight Wagon Transportation Process
Russian University of Transport (RUT)
09.2020 - 07.2026
Head of Hospitality Division
Indonesian Student Symposium
01.2018 - 12.2018
Head of Student Affairs Division
Indonesian Student Association in Moscow (Permos)
10.2017 - 08.2018
No Degree - Russian Language
Russian University of Transport
09.2016 - 07.2017