Planning and implementing Contact Center activities. Includes incoming contacts of new and existing customers through various communication channels and outgoing care and sales campaigns.Provide the best Customer Experience through counseling, assistance, and Customer Support Services.

Serves customers by planning and implementing call center strategies and operations; improving systems and processes.Building a customer-centric culture. Simplifying and improving the customers' experience through all delivery channels.

Responsible for the development, improvement and implementation of work organization, process optimization through all channels of communication with customers, to ensure the high quality of the services provided and the efficiency of the Contact Center. In coordination with the department of marketing, define, implement and track the achievement of sales targets. Increase sales and reduce churn and savings in the organization of field technical support achieved by the introduction of new… Show more Responsible for the development, improvement and implementation of work organization, process optimization through all channels of communication with customers, to ensure the high quality of the services provided and the efficiency of the Contact Center. In coordination with the department of marketing, define, implement and track the achievement of sales targets. Increase sales and reduce churn and savings in the organization of field technical support achieved by the introduction of new specialized teams to Telesales and Technical Support and Retention.I am responsible for capacity planning and management of the Contact Center in real time. I introduced a new specialist workplace that deals with planning and optimization of the activities and work efficiency. Given the importance of the exchange of information with other departments, I have introduced new position within the Sector whose main duties are reporting on user experience and participate in creating / updating existing services. I designed and implemented an internal model of rewarding employees through the distribution of monthly and annual awards.Introduced a new mentoring program aimed at improving the quality of services provided to users and hiring the best employees. Regular planning and monitoring of the results of employees and training. I worked closely with other departments within the Division and other departments within the company. Engaged as a member of the immediate project team in strategically important projects of the company: Innovation management, CSI investigation in main touch points, Analysis of weak points, Improving company culture, The new e-services - Project ePost and evotv, New models of the processes, Research Customer satisfaction in packet delivery and in Digital transformation projects. Show less

Main tasks and responsibilities are the revision and optimization of business processes support. Defining a new organizational unit of the Customer Service department with new departments and teams with the aim of simplifying and centralizing the work of resolving queries and complaints of customers in all channels of communication. I introduced a new IT contact center solutions implemented at two remote locations. I introduced the new organization of work through Multy-skill agents that… Show more Main tasks and responsibilities are the revision and optimization of business processes support. Defining a new organizational unit of the Customer Service department with new departments and teams with the aim of simplifying and centralizing the work of resolving queries and complaints of customers in all channels of communication. I introduced a new IT contact center solutions implemented at two remote locations. I introduced the new organization of work through Multy-skill agents that ultimately improved the efficiency of the department and increased work capacity and productivity of agents. I set standards of verbal and written communication and defined the system to assess performance in the communications quality.Engaged in the projects:The research method of Mistery calling - planning, defining and preparing regular annual surveyDigitalization of the Call Center and the department for back-office tasks - project management, preparation, definition of functional and technical requirements, setting up a project team, implementation of a new Contact Center systemCentralization of resolving queries and complaints - a team member, defining processes, making the description of new jobs, and set key performance indicators Show less

Operational management of the Call Center that employsmore than 30 agents in the incoming and outgoing contacts.We accepted incoming calls through the Customer Service. Substantial share of work was focused on telesales of various products and services of third parties. With responsibility for operational work, selection and recruitment of agents, I had an important role in the development of knowledge and develop optimal productivity in sales communication. The development of knowledge… Show more Operational management of the Call Center that employsmore than 30 agents in the incoming and outgoing contacts.We accepted incoming calls through the Customer Service. Substantial share of work was focused on telesales of various products and services of third parties. With responsibility for operational work, selection and recruitment of agents, I had an important role in the development of knowledge and develop optimal productivity in sales communication. The development of knowledge included direct communication, initial training and focused training that developed specific domain knowledge. Show less

I was responsible for managing a team of 20 members providing services to premium segment of users. The team was responsible for resolving customer complaints, responses to questions and solving technical problems, telesales, cross-sell and up-sell of VIPnet's products and inbound and outbound marketing campaigns to customers. I also carried out supervision of more than 100 team agents of the Contact Center. The main responsibility and competences were hiring, setting an excellent team… Show more I was responsible for managing a team of 20 members providing services to premium segment of users. The team was responsible for resolving customer complaints, responses to questions and solving technical problems, telesales, cross-sell and up-sell of VIPnet's products and inbound and outbound marketing campaigns to customers. I also carried out supervision of more than 100 team agents of the Contact Center. The main responsibility and competences were hiring, setting an excellent team, people management including training of people, motivation and development of efficiency, establishing positive relations with customers. I created and set a number of customer services such as "SMS info account" - an information service and "Call and pay" - paying bills by credit card by connecting to the credit card provider. Show less

I was responsible for setting up and developing of processes and procedures related to the services provided to customers, as well as for standards of quality of internal departmental activities and to respect to other departments, such as marketing, sales, technology and others.

Working as a trainer in Customer Service I presented a strong professional attitude of helping others. I have been engaged in activities that require the development of educational materials from the very beginning of pre-paid Customer Service (the first Pre-Paid Coaching Guide). I was successful in training new Customer Service Representatives (Pre-Paid Representatives Coach) in the Pre-Paid Call Center team, as well as the development of business processes, collection and analysis of… Show more Working as a trainer in Customer Service I presented a strong professional attitude of helping others. I have been engaged in activities that require the development of educational materials from the very beginning of pre-paid Customer Service (the first Pre-Paid Coaching Guide). I was successful in training new Customer Service Representatives (Pre-Paid Representatives Coach) in the Pre-Paid Call Center team, as well as the development of business processes, collection and analysis of valuable information on users and the daily activities of Customer Representatives in the Prepaid Call Center. Show less

Having successfully completed the training for representatives in customer service, I started working in VIPnet's Department for Pre-Paid Customers as a Representative of the Pre-Paid Service. Working on the position of Representative I developed skills in excellent communication with customers, and inaddressing different levels of issues related to the mobile network.

Akamex was owned by a family, a business focused on delivery of goods for construction in Croatia, Hungary and Germany. Responsibilities included outbound calling to support sales and marketing activities.

Under the supervision of marketing and sales I had a responsibility to contact and arrange meetings with potential customers, and present to them the company’s technologies, products and services in the field of interior design and construction.