Gordana Stankic Email & Phone Number

Zagreb, Croatia

Zagreb, Croatia

• Customer Service and Partner support in English and Croatian language / booking services • Highly organized, with exceptional time management skills in dealing with customer requests, queries and complaints • Demonstrated integrity with experience in Customer Care • Provided timely and accurate customer feedback • Followed up with clients to ensure ongoing issues are resolved • Assisted and compensated customers with little to no supervision • Regularly contacted and… Show more • Customer Service and Partner support in English and Croatian language / booking services • Highly organized, with exceptional time management skills in dealing with customer requests, queries and complaints • Demonstrated integrity with experience in Customer Care • Provided timely and accurate customer feedback • Followed up with clients to ensure ongoing issues are resolved • Assisted and compensated customers with little to no supervision • Regularly contacted and established relations with customer base and went the extra mile for the customer • Multitasked in calls by speaking to customers, partners or management, transferring calls and recording concerns in operating systems • Created and submitted reports for company management Show less

Zagreb, Croatia

-A1 Telekom Austria Group ( 11/ 2021 - )• Contacting potential or existing customers to inform them about a product or service using scripts.• Answering questions about products or the company.• Asking questions to understand customer requirements and close sales.• Direct prospects to the field sales team when needed.• Handle grievances to preserve the company’s reputation.• Enter and update customer information in the database.• Take and process orders in an… Show more -A1 Telekom Austria Group ( 11/ 2021 - )• Contacting potential or existing customers to inform them about a product or service using scripts.• Answering questions about products or the company.• Asking questions to understand customer requirements and close sales.• Direct prospects to the field sales team when needed.• Handle grievances to preserve the company’s reputation.• Enter and update customer information in the database.• Take and process orders in an accurate manner.• Keep records of calls and sales and note useful information.• Go the “extra mile” to meet sales quota and facilitate future sales.• Work Safety. Show less

County Dublin, Ireland

• Identifying hardware and software solutions.• Speaking to customers to quickly get to the root of their problem.• Talking customers through a series of actions to resolve a problem.• Troubleshooting technical issues.• Diagnosing and repairing faults. • Resolving network issues. • Installing and configuring hardware and software. • Replacing or repairing the necessary parts, booking engineers appointments • Providing timely and accurate customer feedback.… Show more • Identifying hardware and software solutions.• Speaking to customers to quickly get to the root of their problem.• Talking customers through a series of actions to resolve a problem.• Troubleshooting technical issues.• Diagnosing and repairing faults. • Resolving network issues. • Installing and configuring hardware and software. • Replacing or repairing the necessary parts, booking engineers appointments • Providing timely and accurate customer feedback. • Following up with clients to ensure the problem is resolved.• Work Safety. Show less

County Dublin, Ireland

• Customer service and client administrative support.• Organizing and processing customers inbound/ outbound post, scanning, printing and managing reports.• Telephone support to customers/ clients dealing with requests and queries / ticketing system. • Liaising directly with the insurance company, working with the claim handlers and underwriters to collectively ensure that all tasks are being adequately performed. • Preparing insurance renewals and claims correspondence at… Show more • Customer service and client administrative support.• Organizing and processing customers inbound/ outbound post, scanning, printing and managing reports.• Telephone support to customers/ clients dealing with requests and queries / ticketing system. • Liaising directly with the insurance company, working with the claim handlers and underwriters to collectively ensure that all tasks are being adequately performed. • Preparing insurance renewals and claims correspondence at daily, weekly and monthly intervals. • Generating the appropriate documentation to ensure the policy holder gets the correct documentation at the right time. • Produce and print cheques to pay out on insurance claims. • Managing reports to ensure all tasks have been completed in line with regulatory requirements.• Managing orders for the customer.• Stock ordering and managing inventory • Assisting work associates with problem solving.• Work Safety. Courses : • GDPR Course • Manual Handling Course • First Aid Responder Course Show less

County Dublin, Ireland

Nike.com (10/ 2018 – 02/ 2019 )• Customer service and support in English language.• Telephone support to customers dealing with queries and complaints.• Product knowledge.• Processing customers’ orders.• Monitoring customers’ orders and taking necessary steps when issue arises.• Stock ordering and managing inventory.• Work Safety. Booking.com ( 04/ 2018- 10/ 2018) • Customer Service and Partner support in English and Croatian language. • Highly… Show more Nike.com (10/ 2018 – 02/ 2019 )• Customer service and support in English language.• Telephone support to customers dealing with queries and complaints.• Product knowledge.• Processing customers’ orders.• Monitoring customers’ orders and taking necessary steps when issue arises.• Stock ordering and managing inventory.• Work Safety. Booking.com ( 04/ 2018- 10/ 2018) • Customer Service and Partner support in English and Croatian language. • Highly organized, with exceptional time management skills to complete a wide variety of tasks. • Demonstrated integrity with experience in Customer Care. • Assisted customers with little to no supervision. • Regularly contacted and established relations with client base to identify and resolve light complexity issues. • Multi-tasked in calls by speaking to customers and recording concerns in operating systems. • Assisted associates with problem solving.• Work Safety. Show less

Croatia

Croatian Health Insurance Fund is Croatia’s semi-public body that administers the universal health care system in Croatia (equivalent of the Irish HSE). It currently services around 4 million Croatian residents.10/2008 – 02/2018 || Customer Service Assistant Team Lead10/2005 - 10/2008 || Customer Service Representative• Workflow & Assistant Team Lead for a team of 10 - based on team member availability, assigned daily work responsibilities (areas might include: Basic and… Show more Croatian Health Insurance Fund is Croatia’s semi-public body that administers the universal health care system in Croatia (equivalent of the Irish HSE). It currently services around 4 million Croatian residents.10/2008 – 02/2018 || Customer Service Assistant Team Lead10/2005 - 10/2008 || Customer Service Representative• Workflow & Assistant Team Lead for a team of 10 - based on team member availability, assigned daily work responsibilities (areas might include: Basic and Additional health insurance; Travel refunds; Insurance card & policy issuing; Assigned GP registration etc.)• Trained & mentored new team members.• Acted as the Team Lead in his absence.• Processed around 70 private & business customers’ health insurance policy applications/cases per day - in person or by phone (inbound/outbound) or email; while conducting large amounts of insurance policy data entry.• Provided timely information about our products and services; Dealt with customer complaints; Liaised between different departments to resolve issues; Processed customer payments (eg. travel refunds, maternity leave, compensation, sick leave compensation etc.).• Collaborated with diverse groups of internal cross functional teams on policy data verification (mainly public/state institutions and departments – eg. Police dept., Revenue dept., etc.).Additional Responsibilities• Legal Representative – represented the company/subsidiary in relevant court cases between clients & the company.• Medical Experts Evaluation Board Administrator - liaised between the clients and the Medical experts (GPs or other medical professionals) in the process of health insurance claim evaluation.• Workplace Health & Safety Coordinator - processing work-related injury claims for my subsidiary.• Work Safety. Special Achievement• Increased country-wide Customer Satisfaction & lowered country-wide company workload by initiating an overhaul of ambiguously written Policy T&Cs. Show less

Croatia

• In a very short period of time of 9 months, due to the high quality of work, progressed from Food Preparation Crew Member, to Cashier, and in the last month to Shift Manager (supervised on average 6 employees per shift).• Delivered exceptional McDonald’s customer service & products, while ensuring daily sales goals are met, and all company standards are adhered to.• Work Safety.