Branislav Nikolic Email & Phone Number

Belgrade, Serbia

Belgrade, Centralna Srbija, Serbia

- Planning, implementation, control, review and audit of service provision to meet customer business requirements- Analysis and prioritization of stakeholders' "user experience" needs and definition of required system behaviour and performance- Development and implementation of business processes to meet identified business needs- Control and stewardship.

Toronto, Ontario, Canada

• Serve as the customers advocate and provide feedback to product development team
• Own and drive backlog grooming and management, write and prioritize epics, user stories and tasks, create acceptance criteria and drive testing and delivery
• Design product features and enhancements that improve production performance and significantly reduce error rates for basic use cases
• Maximizing the work of the development team

Toronto, Canada Area

• Strong background working in a customer-facing environment and driving initiatives to improve customer satisfaction
• Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and providing recommendations
• Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with the product. A proven track record of success cultivating relationships
• Developing and maintaining comprehensive support documentation to manage the application

Serbia

• Simultaneously manage multiple e-commerce/web projects of varying sizes with a global, cross-functional team using Agile development principles
• Personal relationship management of assigned clients, including regular contact and forming a good working relationship with the client
• Deliver presentations and effectively articulate pros and cons, facts and figures, and broad business topics to clients and stakeholders
• Ensuring that budgets are adhered to and deadlines met
• Manage feature requests, bug filing and testing. Facilitate and manage QA process for launches
• Working closely with programmers to ensure technical compatibility and user satisfaction

Belgrade

• Developing, supporting and mentoring team members through the use of call monitorsand monthly employee development plans, ensuring the feedback provided is accurate,complete, professional, and provides guidance.
• Motivating and educating staff to deliver on customer satisfaction results and performancegoals
• Participating in the development and enhancement of general processes and/or coachingprocedures that will support company service, productivity and achieve service levels setby the business
• Proven success leading and developing a large team (80+ agents), including one-on-onecoaching and performance improvement
• Maintain regular performance management ensuring all policies and procedures areadhered to

Serbia

• Assist management with career development activities for team members including performance management, informal feedback, training, and resourcing
• Provide clear leadership and direction for individuals and team. Autonomously make decisions and drive an effective performance management culture
• Leading by example, continuously and consistently motivate and manage a customer service team
• Assist agents with procedures, escalations and provide guidance to problem resolution
• Manage availability of agents and ensure SLAs are consistently met
• Cooperate with Engineering team by identifying and resolving potential system-wide QA issues

Boulevard Vojvode Misica 37/II, 11000 Belgrade

Provided technical support for specialized applications for conducting regulations, legal acts and various law and business related information (IndOK, Sudska Praksa, Carinska Tarifa...); Deployed and configured hardware equipment and conducted software installation and configuration;Telesales and telemarketing activities - introduced new products to.

Makedonska 22 Street, 11000 Belgrade

Network administration and configuration of corporate LAN environment; Installed and configured hardware equipment and software applications;Help-desk support and IT education of co-workers and colleagues; Coordinated tenders for IT related equipment, legalization and software licensing management;

Belgrade

Coordinated and supervised call center agents; Organized and conducted agents training; Monitored call center performance and ensured policies and procedures were met; Created reports on call center inbound and outbound activities;

Serbia

Provided technical support, troubleshot and diagnosed Windows desktop and server operating systems and Office suite related problems; Provided information on software licensing for Microsoft partners and customers; Administered and moderated Microsoft support newsgroups;Response Management - provided swift assistance in resolving customer and partner.

Discontinued, Political Sciences, International Studies, Journalism, Communication Studies

High School Diploma, Mathematics, English Language, Physics, Chemistry