Borce Kojikj Email & Phone Number

North Macedonia

Skopje, Skopski, North Macedonia

Skopje, Skopski, North Macedonia

• Planning and holding a 4-week training for new employees.
• Holding an all-around Training for Soft Skills, Programs (CRM, DKK etc. ) ad Sales.
• Participation in the selection process when forming new groups for employment.
• Maintaining all the System IDs for the different Programs that were used by the Agents.
• Maintaining and making schedule changes for all new employees.
• Planning and holding additional training during the introduction of new systems.

Skopje, Skopski, North Macedonia

• Conducting evaluations - every week the agent receives at least two evaluations of interactions made in the last week (chat, voice, direct message and mail - priority is given to live interactions).
• Identifying agents not meeting QA standards and recommend necessary coaching.
• Every week we make a trend analysis, in which we identify the trends from the last weeks, namely from which wrap-up code we got the most interactions.
• Analyze customer service metrics (e.g. CSAT, NPS, FCR ) and how the support team’s performance affects those KPIs.
• Participate in bi-weekly calibration session with other team members to maintain consistency in internal evaluations.

North Macedonia

• Working on solving the different problems of the customers and find for them the best possible solutions.
• One per Week I had a meeting with the Quality manager in order to get feedback on my work and possibles themes where I can better my self.
• Working with different types of software for Logistic, Payment, Trainings etc. in order to get all the necessary information to solve the problems I encountered

North Macedonia

• Working on everyday problems with the mechanical engineers in the finishing department
• Conducting quality checks on the busses before they are sent to the customer.
• Doing research on the batteries as a power source for the electrical busses.
• Working with the technicians on assembling an Scania internal combustion engine.
• Taking part on disassembling of the bus chassis and adding the necessary parts on the chassis before it goes to the welding line.

North Macedonia

• Working with the mechanical engineers in the molding department on everyday problems with the production process.
• Conducting a Root cause analysis (RCA) on quality problems with the molded parts and trying to find solutions.
• Conducting Five whys analysis.
• Working on NPI(New Product Introduction) documentation and working with the process engineers on analyzing the new parts before they give the permission for mass production.
• Working with the technicians on setting the necessary parameters in the machines, to get the desired quality.
• Conducting cycle time analysis in order to minimize the downtime of the machines and enable better planning for the Logistic department.

Bachelor'S Degree, Mechanical Engineering

Diploma Of Education, Full-Stack Developer