Dusan Simic Email & Phone Number

Belgrade, Rs

Belgrade, Serbia

Built the company’s foundational and operational infrastructure.Recruited, trained, and managed a successful business development team, driving revenue growth and market expansion.Integrated advanced tools and automation to enhance operational efficiency.Developed and enforced compliance programs to ensure legal and regulatory adherence. Continuously improved operational workflows to increase productivity and achieve cost savings.

Belgrade, Serbia

Successfully leading the Operations department to achieve all operational targets and objectives, while ensuring the highest standards of quality, efficiency, and customer satisfaction.Developing and implementing effective strategies for optimizing operations processes and workflows, resulting in significant improvements in productivity, cost savings, and overall performance.Mentoring and training team members to enhance their skills, knowledge, and performance, fostering a culture of continuous improvement and innovation.Collaborating with cross-functional teams to develop and implement strategic plans, policies, and initiatives that aligned with the company's goals and objectives.Preparing and presenting regular reports on the department's performance, including operational metrics, financial results, and customer feedback, to the CEO and other stakeholders.Managing the department's budget and resources, ensuring optimal utilization and cost-effectiveness.Identifying and addressing operational risks and issues, proactively implementing corrective actions to mitigate potential impacts.Serving as a role model for the department and the company, embodying the highest standards of professionalism, integrity, and accountability.

Belgrade, Serbia

Directed the Operations Department, which was responsible for overseeing all areas of the company's operations and deliverables.Formulated and put into action efficient strategies to improve operations processes and workflows, leading to substantial gains in productivity, cost reduction, and overall performance.Implemented operational structures and created career pathways and growth opportunities to complement the growth of the company.Worked collaboratively with teams across the organization to create and execute strategic plans, policies, and initiatives that aligned with the company's objectives and priorities.Developed and delivered regular, comprehensive reports to exec-level management and other key stakeholders on the department's performance, including key operational metrics, financial results, and customer feedback.Proactively identified and addressed operational risks and challenges, implementing corrective actions to mitigate potential impacts and ensure continuous improvement.Set a strong example for the department and the company as a whole, upholding the highest standards of professionalism, integrity, and accountability, and serving as a positive role model for others to follow.

Belgrade, Serbia

Lead, grew, coached, and supported BD Ops Data & Legal Compliance Teams, driving team growth and people development to achieve high performance standards.Formulated and structured data compliance measurements, created and optimized Business Development infrastructure, processes/procedures, as well as established and nurtured Team culture.Managed non-strategic and strategic (company-wide) projects, overseeing all aspects of project delivery to ensure timely and effective completion.Achievements: o Successfully delivered BD legal compliance level at 98% and BD data compliance at 99%. o Designed and implemented an account management CRM tool and methodology to improve business development infrastructure.o Nurtured team culture to foster growth and development among team members.o Awarded with the HyperHero recognition in 2019.

Serbia

Led two teams of total 52 Field Service Coordinators responsible for coordinating and dispatching field technicians for installation and maintenance projects.Developed and implemented training programs to enhance the team's technical and customer service skills, resulting in 88% average SLA attainment for tier A customers.Tracked and analyzed KPIs such as on-time arrival, resolution time, and customer feedback to identify areas for improvement and ensure performance targets were met.Conducted regular performance evaluations and provided feedback and coaching to team members to drive individual and team growth.Collaborated with cross-functional teams to streamline processes and improve efficiency.

Belgrade, Serbia

Led a team of 12 Customer Support Representatives responsible for providing excellent customer service via email, chat, and phone support channels.Successfully implemented new support procedures and technologies.Managed a team of 2 Affiliate Managers responsible for recruiting and retaining affiliates, negotiating deals, and analyzing performance metrics to optimize affiliate revenue.Increased affiliate revenue by 71% through the development and implementation of targeted promotional campaigns and effective communication strategies.Coordinated with various departments to ensure compliance with legal and regulatory requirements.Collaborated with the marketing team to develop and implement effective marketing strategies that increased customer acquisition and retention rates.Maintained positive relationships with both customers and affiliates, resolving issues and conflicts in a timely and effective manner.

Belgrade, Serbia

Supervised the customer care team to ensure top-quality customer service.Managed and improved team performance for better service delivery.Resolved issues effectively to maintain high customer satisfaction.Conducted training sessions to boost team skills and performance.Identified and implemented process improvements to enhance efficiency and operations.