Maša Likić Email & Phone Number

Belgrade, Serbia

• Oversaw the end-to-end product lifecycle, from initial conception and planning through to execution, monitoring, and post-implementation evaluation.• Defined project scope, objectives, and deliverables, establishing clear timelines and milestones to track progress and ensure on-time delivery.• Coordinated with stakeholders, including internal teams, external vendors, and clients, to gather requirements, provide updates, and manage expectations throughout the product lifecycle.• Conducted risk assessments and implemented mitigation strategies to minimize project risks and ensure successful outcomes.• Collaborated with the designer team to ensure the seamless integration of innovative design elements, ultimately striving to deliver an exceptional product experience.

Belgrade, Serbia

• Led and mentored a team of customer advocates, providing guidance, support, and ongoing training to ensure exceptional service delivery.• Acted as a point of escalation for complex customer inquiries and issues, demonstrating expertise in problem-solving and conflict resolution.• Collaborated with cross-functional teams to address customer feedback and drive continuous improvement initiatives to enhance service quality.• Developed and implemented best practices and standard operating procedures to optimize workflow efficiency and maximize team productivity.• Analyzed customer data and trends to identify areas for improvement and proactively address customer needs and pain points.

Belgrade, Serbia

• Resolved a wide range of technical and non-technical issues, diligently seeking resolutions to complex challenges.• Delivered thorough explanations regarding products and services, elevating customer satisfaction and nurturing favorable connections.• Utilized problem-solving skills to refine processes, enhancing operational efficiency.• Facilitated smooth interactions for clients and team members by actively engaging in troubleshooting and support initiatives.

Belgrade, Serbia

• Exceeded quarterly sales targets by an average of 20%, consistently ranking as a top performer within the sales team.• Played a key role in securing strategic partnerships and alliances, expanding the company's reach and influence in the marketplace.• Developed and executed a targeted phone campaign that led to a 30% increase in lead conversion rates.• Received multiple awards and recognition for outstanding sales performance and dedication to customer success.

Belgrade, Serbia

• Provided freelance translation services encompassing contracts, manuals, business documents, websites, and literary works.• Ensured accuracy and cultural appropriateness in translations, meeting client specifications effectively.• Delivered translations promptly, cultivating client satisfaction and nurturing enduring partnerships.• Handled a diverse array of translation projects, showcasing versatility and adaptability.• Contributed significantly to client communication and internationalization efforts across diverse industries.

Belgrade, Serbia

• Achieved a consistently high customer satisfaction rating of over 90% through proactive communication and efficient problem resolution.• Reduced average call handling time by 20% through the implementation of streamlined processes and effective time management strategies.• Successfully resolved over 100 customer escalations, demonstrating strong conflict resolution skills and the ability to diffuse tense situations.