Andrea Simic Email & Phone Number

Dublin, County Dublin, Ireland

Dublin, County Dublin, Ireland

Dublin, County Dublin, Ireland

• Managing, motivating, and supporting the store team alongside store manager• Analysis of store reports and implementing productivity actions• Driving sales performance and delivering across all KPIs• Participating in stock-taking, item ordering, and delivery coordination• Strategically placing products, ensuring the shelves are full, and maintaining presentable shop floor• Training and development (team and individual)• Assisting customers and handling requests / complaints• Escalation point for sales assistants on customer and operational issues• Analyze availability and place orders to meet the future demand requirement for each product, based on sales forecasts and current stock levels• Creating an environment that encourages open rich feedback• Ensuring all transactions and behaviors adhere to company policy

• Managing the team (18 individuals) on a day to day basis to consistently deliver on the SLA’s/KPI’s to the client while meeting productivity measures.• Experience in managing 24/7 multilingual desk (40 individuals).• Establishing relationship between staff members, senior management and a client.• Analyse and trend outputs and execute action plans when necessary. • Ensure that all desk training/coaching plans are updated and rolled out appropriately.• Produce and distribute all required operational reporting, including ad-hoc reports as requested. • Drive operational improvements.• Develop, implement and drive quality activities and take ownership for customer/client satisfaction issues.• Ensure that workload is followed up/distributed in the event of absence/holiday for all team members.• Attend and participate client / management / team meetings and conference calls. • Manage the motivation, development and performance of each member of the team.• Setting clear goals, leading, mentoring and motivating staff members.• Schedule and review staff rota while taking into account planned and unplanned absence.• Provide feedback, carry out all one to ones, back to works, disciplinary, briefings and performance reviews.• Drive team’s initiatives and fun budget activities.• Responsible for recruitment of new hires & all processes that fall between hire and go live.• Responsible for headcount forecasting/ planning.• Ensure the team adheres to all company policies and procedures.

County Kildare, Ireland

• Create daily and weekly reports on the request of desk Management.• Analyze and investigate tickets, provide relevant feedback on any areas of improvement.• Replying to the Client with actions taken in a timely manner.• Ensuring that impacting incidents are managed effectively and professionally.• Following up on cases that have not been resolved within agreed time frames.• Coordinate and manage open case volume within the tickets system SM9.• Reporting on incident and request SLA’s / KPI’s on a daily basis, making sure they are not breached.• Daily chase of agents to ensure tickets are handled in an efficient and timely manner.• Ensure Quality and Procedure standards are adhered.• Handle bouncing/miss-routed tickets and monitor their progress.

County Kildare, Ireland

• Being point of contact for all related to former project.• Co-worked, assisted and communicated with other project members, verbally and in writing.• Completed requests and generated reports.• Prepared project documentation in timely manner.• Working closely with the development team, communicating to both technical and non-technical audiences.• Provided knowledge of desk tools, new and old procedures.• Provided feedback about status and changes in process.• Attended project conference calls and meetings.• Implemented new instructions and convey them to other team members.• Completed desk specific or adhoc request/tasks.

County Kildare, Ireland

• Monitored the management system for interactions/incidents and escalated to proper working teams.• Handled bouncing/misrouted tickets and monitored their progress.• Attended incident managements calls and meetings.• Generated scorecard reports.• Completed escalations for Priority 1 or 2 tickets in a timely manner.• Completed desk specific or adhoc request/tasks.

County Kildare, Ireland

• Handled production related tasks.

Croatia

Office administration• Generated and maintained records and reports such as:- sales and commission reports - tracking payment records- records of contracts• Sending, archiving, updating and management of company documents.• Maintained client files and entered data.• Assisted and co-operated with other departments when required.• Managed general office duties (printing, binding, scanning, photocopying).Sales • Handled and processed day to day inquiries and invoices as a sales agent.• Provided information and advice regarding company’s products and services.• Assisted clients / guests in all aspects of the booking.• Booked hotel accommodation using in-house CRS system.• Buildet tailor-made offers.• Daily corresponded with associates, hotel managers and hotel front office.• Organized transfers for hotel guests and partners.• Co-operated with field sales agents, guides and trip contractors.• Resolved customers complaints.• Worked in a call center.Marketing• Coordinated and organized all types of events and meetings (up to 500 pax).• Prepared function sheet.• Co-operated in customer loyalty program.• Managed register of members and club members benefits.• Drafted members status reports and created users instructions. • Communicated with members and provided support.• Send newsletters and special offers.• Co-operated with graphic design team members when needed.• Selected and / or composed promotional materials and presentations.• Attented meetings, seminars, trade fairs, with the purpose of products and services promotion.• Worked at fairs; planning, organizing and setting up stand.• Administrated company’s website and specialized sales interface.

Master'S Degree, Business/Managerial Economics

NFQ LEVEL 9

Bachelor'S Degree, Business/Managerial Economics

NFQ LEVEL 7

Economist, Tourism