Ivan Blagojevic Email & Phone Number

Germany

•Developing new procedures and refining existing processes to enhance efficiency•Consistently collaborating with internal and external stakeholders, including product teams, account management, and clients•Managing customer satisfaction by monitoring KPIs to ensure high service quality•Leading people management efforts, including team members’ personal and professional growth, overseeing recruiting, onboarding, and training•Leveraging external tools (such as Make.com, Zapier, and Retool) to automate support and operational tasks•Working closely with Product Owners to improve product features, test for bugs, and troubleshoot issues•Driving customer engagement and revenue growth by actively promoting new features to clients and demonstrating their benefits

Belgrade, Serbia

•Creating new procedures and challenging existing processes and procedures•Continuous cooperation with internal and external stakeholders (product team, account management team, clients)•Customer satisfaction management (monitoring KPIs)•People management: personal and professional growth of the team, recruiting process, onboarding/ training•Zendesk/Jira/Salesforce project implementation - moving the support team from old instances to new one for better monitoring and communication •Collaboration with Product Owners (product enhancements, testing bugs, troubleshooting)•Customer interaction and revenue growth - closely working with customers and providing the benefits of new products hence bringing more revenue to the company

Belgrade, Serbia

◦ Creating new procedures and challenging existing processes and procedures◦ Continuous cooperation with internal and external stakeholders (product team, account managementteam, clients)◦ Customer satisfaction management (monitoring KPIs)◦ People management: personal and professional growth of the team, recruiting process, onboarding/training◦ Collaboration with Product Owners (product enhancements, testing bugs, troubleshooting)

◦ Client management via phone, email and ticketing system (guidance, troubleshooting, data import, dashboard implementation and maintenance, API assistance)◦ Maintaining technical support documentation◦ Portal testing (UAT and PROD releases)◦ Creating enhancement/bug tickets using internal ticketing system◦ Collaboration with Implementation team on importing CRM data

Serbia

◦ Ensuring that customer faults are being worked in a manner that will result in the achievement of customer Service Level Agreement's (SLA's) and customer satisfaction; Troubleshooting undocumented problems.◦ Allocating work load, traininging new employees, and providing feedback for improvement; Acting as team leader on large, critical geographic territories, requiring the highest level of skills and experience to meet critical SLA's

Computer Software Engineering

Saradnik U Prirodnim Naukama, Natural Sciences