Dusan Vuksanovic Email & Phone Number

Calgary, Alberta, Canada

Calgary, Canada Area

OVERVIEWDrive product adoption of LexisNexis products by providing high-quality training and supporting company and client learning initiatives for lawyers, librarians, legal assistants, and law students. Cooperate with approximately 100 Large Law, Mid Law, Government, and Academic clients located in Alberta, Saskatchewan, and Manitoba. Suggest product improvements to Product and Data teams based on client feedback.HIGHLIGHTS2021 NPS trainer score of +85 based on 150+ survey responses2021 Most training sessions performed by a PAL Consultant in the team

Calgary, Ab

OVERVIEWManage a team of 5 Business Development Representatives for booking Sales and Service appointments at GSL GM City. Provide training to new hires as well as ongoing training and coaching to current employees. Prepare daily and monthly reporting, as well as handle holiday and sick leaves, scheduling, and personal requests.ACHIEVEMENTS- Received a 95% grade on internal GM audit for Business Development Centre (BDC) in 2018.- Achieved monthly show rate for Sales and Service appointments (above 50% and above 90% respectively).

Serbia

OVERVIEWNegotiated renewal of maintenance services with financial institutions whose account value was under $500,000. Booked appointments for conference calls with clients. Created, edited, and proofread renewal documents, including contracts, amendments, and work orders. Printed, scanned, and filed all signed contracts.ACHIEVEMENTS- Successfully closed 23 out of 23 accounts once negotiation commenced.- Found nearly US$17,500 of missing revenue in an account worth US$65,000, which added to US$52.5K of additional revenue over a 3-year renewal contract.* Please note that from Dec 2016 to Apr 2017, the job was done through an NCR contractor with identical duties and responsibilities.

Serbia

Please see the description for Learning Specialist position performed from Oct 2013 - Oct 2015.

Serbia

OVERVIEWManaged a team of 18 call center agents for Germany, Austria, Spain, The Netherlands, Belgium, France, Sweden, and Denmark. Performed training for new hires and upskilling and retraining for current employees. Held monthly performance reviews with each agent. Prepared over 50 mandatory operational reports every month via MS Office. Scheduled and participated in over 100 meetings for result presentations with country representatives. Served as main contact for all operational team inquiries.ACHIEVEMENTS- Grew the team from 15 to 18 agents.- Achieved monthly target of 80% out of 42 measurable metrics for 2016.- Service quality for all teams was consistently above 90% on monthly level.- Improved reporting files with Excel formulas, which reduced reporting time from 8 hours to 40 minutes.

Serbia

OVERVIEWTrained on average 60 new call center agents annually for 9 countries and 7 languages, and provided learning support to approximately 40 permanent agents. Developed, upgraded, and executed training plans. Provided feedback to students on learning progress and applied a variety of learning techniques to adjust the coursework to individual needs. Served as main contact for all learning team inquiries.ACHIEVEMENTS:- Career trainer satisfaction grade of 3.71 out of 4.0.- Improved client training materials from "F" to "A-" grade.- Improved Learning Curve report with Excel formulas, which reduced reporting time from 2 hours to 2 minutes.- Learning team received a grade of 100% for internal process audit in 2014 and 2015.

Serbia

OVERVIEWAssisted management in handling call and email escalations and creating client reports. Identical to Customer Service Representative role, with the addition of supporting client's Direct Sale channel as well as E-Commerce and Retail.ACHIEVEMENTS:- Improved registration confirmation process for client's direct sale agents from 4 minutes per email to under 1 second through MS Office suite.

Serbia

OVERVIEW- Managed large amounts of incoming calls and emails for client's E-Commerce and Retail channels. Handled customer complaints and provided appropriate solutions and alternatives. Maintained a filing system and performed meticulous data entry of all customer communication.ACHIEVEMENTS:- Successfully met KPI targets for average call handle time (under 320s), first time resolution (over 80%), service quality (over 90%), and contact volume processing expectation (over 50 contacts per day).

Serbia

OVERVIEWHeld seminars on application process for U.S. undergraduate studies and taught SAT Math course. Ordered supplies from U.S. colleges and universities for Belgrade education fair for IAC alumni and U.S. Embassy diplomats. Answered and directed front desk calls and greeted walk-in clients in a positive, professional manner.ACHIEVEMENTS- Successfully arranged promotional materials delivery from over 30 U.S. colleges and universities for Belgrade EDUfair in March 2012.

Poultney, Vt, United States

OVERVIEWRepresented GMC at 150+ recruiting events, performed student interviews, and processed student applications per GMC’s prescribed guidelines. Booked appointments with over 120 high school counselors and made over 20 travel arrangements. Submitted and reconciled expense reports. Performed data entry for applications.ACHIEVEMENTS:- Coordinated 5 student Overnight Visit programs, which boasted over 50% deposit commitment rate.* Please note that there was an 11-day hiatus from November 20-30 for this position, since it was done through a temporary contract.

Master'S Degree

Bachelor Of Arts - Ba

Bachelor Of Arts - Ba