Dragan P. Email & Phone Number

Novi Sad, Rs

-Operations - Campaign ManagementMaintaining and coordinating campaign launch schedules.Preparing projections, metrics, and various campaign reports.-Operations - Call Center OperationManaging daily call center operationsSupporting HR in hiring, training, and evaluating callers.Assisting finance with invoicing and payments.Communicating organizational information effectively.Participating in strategic projects.-Operations - Marketing OperationsBuilding and managing campaigns and customer journeys.Developing and testing campaign assets.Reviewing and suggesting campaign improvements.-Ad hoc Operational TasksSupporting operational tasks and reporting system bugs.Preparing reports and documentation.Testing new network setups.-Client Interaction Liaising with clients for campaign launches and asset approvals.Providing client support and reporting.

London, England, United Kingdom

-Analyzing and interpreting data to identify opportunities for businessgrowth and improve operations-Creating a data-driven dashboard to monitor key performanceindicators and measure progress-Preparing and presenting financial reports to senior management andexternal stakeholders-Monitoring payment transactions and solving payment-relatedquestions-Providing reports on operating volumes and other related data

-Implementing strategies to foster a culture of continuous improvement and adaptability, driving organizational growth and resilience.-Building and leading high-performing teams, fostering collaboration, and empowering individuals to achieve their full potential.-Establishing and maintaining robust quality control processes, ensuring adherence to regulatory standards and best practices.-Developing and implementing quality management frameworks to identify, assess, and mitigate risks.Streamlining operational processes, optimizing resource allocation, and driving operational excellence.-Successfully planning, executing, and monitoring complex projects to achieve desired outcomes within defined timelines.-Utilizing advanced data analysis techniques to uncover patterns, identify anomalies, and drive informed decision-making.-Nurturing talent through coaching, training, and professional development programs to enhance team capabilities and engagement.

Utrecht, Netherlands

-Delivered outstanding customer service by developing and implementing strategies to enhance customer satisfaction levels.-Proactively identified and addressed customer concerns, resolved complex issues, and maintained open lines of communication to ensure a personalized and delightful customer experience.-Continuously refined and optimized the customer journey by analyzing feedback, monitored customer interactions, and identified areas for improvement.-Collaborated with cross-functional teams to implement process enhancements, streamline workflows, and enhance the overall customer experience.-Led and inspired a team of customer service representatives to achieve excellence in their roles. Provided ongoing coaching, mentoring, and feedback to foster professional growth and enhance performance.-Conducted regular training sessions to develop the team's skills, improved product knowledge, and ensured consistent adherence to company policies and procedures.-Leveraged advanced proficiency in Google Sheets to track, analyze, and report on key performance metrics.Utilized data-driven insights to identify trends, recommend improvements, and make informed decisions that positively impact customer satisfaction and team efficiency.

Utrecht, Netherlands

-Implemented and enforced quality control processes, procedures, and standards to ensure consistency, reliability, and compliance with regulatory requirements.-Developed and executed quality management systems, established quality metrics, conducted audits, and continuously monitored and improved quality performance.-Collaborated with cross-functional teams to understand customer requirements, addressed quality concerns, and implemented corrective actions to enhance customer satisfaction.-Analyzed customer feedback and data to identify trends and insights, and leveraged this information to optimize products and services, ultimately enhancing the overall customer experience.-Utilized data analysis techniques, including statistical analysis and data visualization, to identify areas for quality improvement, tracked key performance indicators (KPIs), and provide data-driven recommendations.-Utilized advanced Google Sheets and Excel functions and formulas to manage and analyze quality-related data, created reports and dashboards, and effectively communicated findings to stakeholders.-Identified opportunities for process optimization, efficiency gains, and cost reduction, and collaborated with teams to implement and monitor continuous improvement initiatives.-Provided guidance, mentorship, and training to the quality control team, ensuring high engagement, productivity, and adherence to quality standards.

Utrecht, Netherlands

-Ensured customer satisfaction and delivered exceptional customer experiences.-Built and nurtured strong relationships with customers by actively listening to their concerns, addressing their queries, and providing prompt and accurate solutions.-Identified and troubleshooted technical or non-technical issues reported by customers, analyzed their problems, and offered effective resolutions. Leveraged my strong problem-solving skills and product knowledge to resolve issues efficiently, ensuring minimal disruption to the customer's experience.-Communicated complex information clearly and concisely, both verbally and in writing. Adapted my communication style to suit each customer's level of technical understanding, ensuring they feel supported and empowered throughout their interaction.-Created and updated documentation, including FAQs and knowledge base articles, to facilitate self-service options for customers. Contributed to the knowledge base by sharing valuable insights and solutions, ensuring that accurate information was readily available to customers and colleagues.