Mateja L. Email & Phone Number

Belgrade, Rs

• 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 knowledge base expansion- Educating clients on optimal usage of the platform- Working closely with other departments to provide unique, efficient and punctual assistance for client issues and requests

- 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, complaints, product refunds etc.

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 approach.- Part of multiple taskforces dedicated to upgrading an existing knowledge/procedure base.- Tech and gameplay issues trainer for multiple teams.- Soft Skills Master - Spearheaded multiple internal seminars on the application of soft skills.- Maintained daily recordings, logged and documented issues and resolutions in an electronic database for executive management teams to review.- Assistant team management / Team Lead

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 20 Tier 1 agents in their training.- Belgrade Workshop Attendee - Development of ideas on Epic project.- Recognized as top performer for multiple quarters of 2019

-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.