Ena Mitrović Email & Phone Number

Belgrade, Serbia

Responsibilities:- Recruits and trains Technical Customer Support Representatives.- Coordinates and supervises team schedules to ensure timely management of customer timelines and expectations.- Serves as an escalation point for complex issues, providing hands-on assistance to customers as needed.- Assumes responsibility for critical support metrics, monitoring and ensuring compliance with Service Level Agreements (SLAs) including response and resolution times, as well as customer satisfaction scores.- Manages integration configurations/setups- Continuously assesses and enhances support processes to optimize efficiency, effectiveness, and customer satisfaction.- Collaborates closely with cross-functional teams to grasp business requirements.- Conducts knowledge transfer sessions related to Technical aspects of the job

Belgrade

My duties included:- Troubleshooting technical issues- Handling upset customers and challenging technical situations- Logging and keeping records of customer queries- Working with engineers to handle customer complaints- Very often QA-ing engineers' fixes (smoke testing and API testing usingPostman)- Communicating with 3rd party integration providers- Creating knowledge base articles and maintains them- Investigating application logs

Belgrade

My duties included: -Leading a project from financial industry-Assisting in HR recruitment process-Preparing and holding the courses for agents-Motivating the agents to achieve high goals-Working in CRM-Doing closing parts (sales) of communication with clients-Writing daily reports and keeping track of the progress

My duties included:- taking care of Silver Bell Group’s visual identity- raising brand awareness (running different types of campaigns in order to get more recognizable)- research of all relevant and valuable fairs, conferences and webinars- gathering competitive intelligence (monitoring competition and market movements in general)- monitoring and managing Social Media (Facebook, Instagram, LinkedIn)- creating promotional materials (for fairs, conferences, webinars, events and every other communication)- working closely with Business Development (Sales) department- working closely with HR department- working on Marketing agency project

I was Sales Manager in the call centre (financial industry) managing the team of 30 agents along with another Sales Manager.My duties included: - working in CRM- working with processors- holding courses and briefs- motivating agents- holding personal courses if I see they are needed- writing daily reports- listening to recordings of agents- always looking for improvements of my team.*All duties were performed in English language

Working in call centre - financial industry.My duties included:- working in CRM- contacting clients- representing them our business- using persuasion skills- answering to all questions clients have- writing and sending emails- closing the deals. I had the highest amount of sales.*All duties were performed in English language

Belgrade,Serbia

My duties included:- working on social networks (Facebook, Twitter, Instagram, Tumblr, Google+ and Pinterest)- working with WordPress and Photoshop- contacting potential writers- creating multimedia content- answering on all the e-mails- doing interviews with interesting and well-known bloggers- taking care of our visual identity- negotiating with potential partners and clients.*All duties were performed in English language

Master'S Degree, Communication And Public Relations

Bachelor’S Degree, Communication And Media Studies, 8,67

Activities and Societies: Faculty marketing, Humanitarian party, Project "Note kao reči"- team leader, Online campaign for Faculty.

Education record