Ivan Mackaski Email & Phone Number

Serbia

Belgrade, Serbia

*System: anticipating and addressing incidents and ILOS, supporting Customer Service and our Customer Base. Identifying root cause issues and addressing them in conjunction with Service improvement.* Team Manager function: Manage schedule, coaching and mentoring the team; performance management; organizing technical training for engineers to support the.

Belgrade, Serbia

* Allocating & prioritizing issue queue, assigning issues to IM agents and supporting issue resolution* Report progress, risks & issues to the Senior Change Manager* Collect lessons learned from IM issues/resolutions and drive process changes and improvements* Liaise with Senior Business Change Manager to discuss and propose changes related to Order to.

Serbia

* Manage the operational performance of CS department against key KPIs;* Adapt CS plans and priorities and optimize workforce to ensure all customer inquiries are answered * within SLA and operational standards met;* Serve as a key emergency point of contact in CS to all internal and external stakeholders;* Operational performance reporting;

Serbia

* Performance management of agents against their individual Objectives;* Management of the team's discipline and process adherence together with real-time assistance and feedback* Planning and executing a development plan for CS agents* Maintain the monthly Customer Services (CS) workforce schedule* Real-time management of available CS resources to meet.

Serbia

• Responsibilities and duties include:
• Work collectively with CS management to ensure departmental objectives & KPI’s are achieved
• Ensure that the daily tasks are distributed to agents to ensure that all SLA’s and KPI’s are achieved
• Ensures that the Agents are alerted about ongoing network, system or customer related issues
• Ensures employees have appropriate training and other resources to perform their jobs.
• Creates and maintains a high-quality work environment so… Show more Responsibilities and duties include:

Serbia

* Providing outstanding 2nd line customer support via telephone, email and webchat* Offer second line assistance to customers with technical related queries* Maintain clear, accurate customer records* Contribute to improving the service we offer to customers by challenging internal processes and providing feedback to the Team leader/management team* Work.

Belgrade

* Independently handles a high volume of client support requests* Relying on specialized knowledge of the MERA Client’s products, works with customers to understand their specific needs and expectations and find the appropriate solution* Reviews support cases for technical and troubleshooting accuracy* Provides technical support via phone and email* Logs.

* Support the activities of the Customer Engineers (CEs) assigned to this position within a particular geographic region or territory* Plan, prioritize, assign, and monitor all open work orders for CE’s, ensuring the prompt delivery of service to meet our contractual terms and conditions* Responsible for identifying and escalating to the Team Leader or the.

Belgrade

Conducting English lessons online, via Skype- working with people of various age

- working with children of various age ( preschool, elementary school, high school)- preparing and presenting school curriculum and monthly lesson plans – reference books: Family and Friends (Oxford University Press), I SPY (Oxford University Press), Timesaver (Mary Glasgow Magazines), Hot Spot (MacMillan), Link (New Editions)- preparation for Cambridge.

Belgrade

- supporting teachers in and out of the classroom- helping teachers to plan lessons and prepare teaching materials- leading classes under the direction of the teacher- helping with outings and sports activitiesEnglish Language Summer Camp-assisting teachers with preparations for the trip-preparing outdoor activities-arranging lesson materials-IT support-in.

Bachelor Of Philology, English Language And Literature, General

Activities and Societies: Basketball team

Education record