Goran Bicanic Email & Phone Number

Zagreb, Croatia

Zagreb, Zagreb, Croatia

• Restructured department and developed sales strategies which leadto an increase of 15% in revenue• Leadership a team of 5 individuals and built a network across Croatia• Responsible for connectivity of 60 retail locations and resolving any network based issues• Creation and implementation of the company sales strategy and development of external partner retail sales channel• Business development external sales partner network• Alliance and maintain adequate interactions with partners• Utilize existing contacts to further develop market, penetration strategies within respective area, delivering significant growth for focusing on developing profitable business relations• Sales process set up with other relevant departments in order to increase the efficiency of the channel• Create performance reports, monitoring sales results (KPIs) and acting as needed (reduce complaint 23%)• Manage of internal and partner teams by project units• Management of the work quality department increase productivity 15%• Monitoring the operational performance of staff, identifying training needs, planning and providing training

Zagreb

• Implementation and leadership of new department and developed sales strategies which lead to an increase of 30% in revenue•Business development of external sales partner network 8 partners•Leadership a team of 4 individuals and built a network across Croatia•Alliance and maintain adequate interactions with partners and account management• Coordination with other sales channels• Monitoring sales results (KPIs) and acting as needed• Strategic management of the partner network contact center• Management of internal and partner teams by project units• Management of the work quality department• Preparation of marketing plans increase of acquisition 13%• Creative offer preparation for raising productivity 25%• Database segmentation• Testing offers and databases for the purpose of raising profitability 10%• Active participation in multi-channel campaigns (follow-up)• Market Research to increase potential area• P&L, ROI analysis• Coordination of staff for employment and cooperation with the HR department (more than 300 employment)• People development - operational performance of staff, identifying training needs, planning and providing training

• Leadership of CC department and sales strategy development• Telesales strategy development• Monitoring sales (KPIs) and reacting• Business planning of the call center;• Managing B2B projects• Monthly preparation of marketing plans• Creative database segmentation• Creative offer preparation (reasons to call, discounts, premiums, scripts)• Product development - selection, planning and ordering• Testing of offers and databases in order to increase profitability of individual action• Active participation in multi channel campaigns (follow-up)• P&L, ROI analysis• Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;• Reviewing the performance of staff, identifying training needs and planning training sessions;• People management

Zagreb

• Result oriented for all CC Sales Channels;• Coordination with all sales managers for achieving sales targets;• Finding the most cost effective solutions in reaching Sales Channel targets (searching and managing outsourced partners if necessary)• CC sales strategy development• Leading B2B projects (T-TH, Atlas)• Monitoring sales (KPIs) and reacting• Process development on daily running of the call center;• Setting and meeting performance targets for speed, efficiency, sales and quality;• Business planning and analyzing data against budget figures on a weekly, monthly and yearly basis;• Team leadership - supervisors, team leaders, operatives and third parties to gather information and resolve issues;• P&L analysis• Maintaining up-to-date knowledge of industry developments and involvement in networks;• Development of a new CRM software for better performance of agents and increase efficiency;• Monitoring random calls to improve quality, minimize errors and track operative performance;• Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;• Customer service - handling the most complex customer complaints or enquiries;• Business development - staffing, including shift patterns and the number of staff required to meet demand;• People development - Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;

• Achieving the targets of Telemarketing Sales Channel• Finding the most cost effective solutions in reaching Telemarketing Sales Channel targets • Telemarketing sales strategy development• Monthly preparation of marketing plans • Creative offer preparation (reasons to call, discounts, premiums, scripts)• Product selection, planning and ordering• Creative database segmentation• Testing of offers and databases in order to increase profitability of individual action• Monitoring sales (KPIs) and reacting (execution in cooperation with CC Manager)• Ensuring and monitoring profitability of individual offers• Active participation in multi channel campaigns (follow-up)• Reducing rejection rate for Telemarketing Sales Channel• Increasing SM database (purchase through brokers or generating with actions on other channels)• Searching for local products/premiums that can benefit Telemarketing Sales channel profitability• Participation in CC planning and forecasting • On time providing of database to CC for Telemarketing activities

Master'S Degree

Dipl.Ing.

Education record

Master'S Degree

Education record