Aleksandar Dimitrijević Email and Phone Number

• Responsible for all call center activities for Hisense Gorenje Europe ( in-house and outsource solutions), part Europe HQ team responsible to Customer care director• Responsible for building own call center system , knowledge concentration and relocation all call center activities from local solution to company ( in- house) solution in Serbia ( Serbia, BIH, Macedonia, Slovenia ,Croatia, Romania,Bulgaria, Albania, Hungary, Austria,Germany,France,UK, Nordic countries,...etc)• fully responsible for the group Center personnel management, business operation mode• Through the construction, operation, integration, guidance, and regulation of the national the call center system, an intelligent management team with exquisite business and strong information monitoring and execution strength will be built.• Salesforce Service cloud Global project manager responsible for team,preparation and implementation• Through the call center information platform, comprehensively monitor the service status and rectify the closed-loop in place to provide an effective early warning and guidance scheme for the service system.• Through the construction and utilization of the knowledge base platform, improve the online solution ability of the hotline, reduce the service cost and improve user satisfaction.• Construction of salary and human resource system. Through the reasonable formulation of the national call center system salary system, the reasonable establishment of call center human resources echelon construction, stable personnel status, and constantly improve customer service level.• Responsible for training of business skill improvement, make training plan, monthly evaluation and cases of analysis.

• Responsible for supervising call center activities for Hisense&Gorenje brand ( Serbia, Croatia, Slovenia, Austria, Germany, and Hungary), E-shop Serbia, and Spare parts E-shop Austria.• Inspecting, guiding and correcting the technical system, seat resource allocation, inflow forecast, KPI index completion and service quality of call centers, so as to ensure good service experience of the call center.• Responsible for daily management and maintenance on the software and hardware, intranet and the business platform of the call center, also to deal with the emergency to ensure the ordinary work in the call center. • Responsible to solve the overflowed calls (addition agents in rush season) and responsible for the performance result (KPI’s).• Through daily and in-depth communication with employees, to reduce the staff turnover rate.• Through the implementation and implementation of the management system, as well as the monitoring of the service quality, to improve the call-through rate, online solve rate, and NPS• Cooperate with training supervisor to implement training, including the local training according to the local situation)• Responsible for providing comments and suggestions for training, including asking for training requirements and providing the typical training documents• Responsible for monitoring the effect of training