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

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)

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.

Computer Software Engineering

Saradnik U Prirodnim Naukama, Natural Sciences