Mateja L. Email & Phone Number

• Managing and overseeing Contractor operations.
• Leading a team of Contractor Support Specialists within Finance.
• Identifying procedural gaps and continuously working on expanding and upgrading the knowledge base.
• Collaborating closely with product, engineering, and other departments to enhance product development.
• Analyzing KPIs and implementing strategies to optimize service delivery for agents.
• Mentoring agents through an individualized approach to help them achieve and exceed performance metrics.

-Payment Escalations-Tax Support Expert-Coaching/Mentoring of Payment Specialists-Knowledge Base Expansion-Pay Support Article Creation-Assisting Payroll Department with External Employee Management

Remote

- Payment specialist- Specialized in tackling payroll, tax, contractor, platform, invoice and finance inquiries- Managing inbound ticket volume from clients of all tiers- Identifying client needs and recording their inquiries - Maintaining client satisfaction via timely response and effective resolution - Recording and noting procedures for internal.

- Client onboarding and training- Product adoption and customer retention- Contributing to internal knowledge base with ever-expanding success strategies- Promoting the value of the product- Analyzing customer data to improve customer experience- Combating and reducing churn

Belgrade, Serbia

- 2K Games - - Player Support for NBA 2K, WWE, Borderlands.- Followed company communications guidelines and procedures within SLA- Researched information using available resources to satisfy customer inquiries.- Chat Support Specialist - Provided quick, professional, and accurate response to all customer inquiries regarding games, orders, status requests.

Belgrade, Serbia

- Epic Games Specialist, Senior agent ( T2 ) - Game specialist for Epic Games project.- Onboarding / Shadowing/ Coaching of other T2 agents.- eCommerce Spec.- Customer and Client Escalations.- Part of a Recruitment mentorship program for career advancement.- Support-a-Creator Program application reviewer.- Met daily personal/team KPI's by methodological.

Belgrade, Serbia

- Epic Games Player Support Agent ( T1 )- Managed a large volume of inbound and outbound tickets and chats with knowledge and efficiency.- Delivered optimal results and client satisfaction within SLA.- Handling all T1 Tickets and chats for Fortnite and Epic Games store- Multiple Task Forces for game releases, special assignments.- Coached / shadowed over.

-Organization and management of Esports tournaments-Recruitment of top level competitors for multiple gaming brands-Onboarding brands and players for tournaments-Full cycle streaming operations

Belgrade, Serbia

- Personal training with clients from all spheres of physically activity.- Recruitment and management for multiple high-end Fitness Centers in Belgrade, Serbia- Managed programs and workouts based on personal goals.- Set workout schedules and minimum expectations to meet requirements.- Set up meetings to align expectations and ensure goals are met.