Nemanja Stanojevic Email & Phone Number

Serbia

Belgrade, Serbia

Overseeing day-to-day operations of an office with over 70 employees across Finance,Support, Risk, and Data Analysis departments.Managing end-to-end employee lifecycle, including recruitment, onboarding, performanceand talent management, retention, salary management, employee engagement, andoffboarding.Managing budget to ensure cost control.Preparing and analyzing key financial reports.Managing inventory and procuring necessary equipment and supplies to support operations.Developing and implementing new procedures and policies to increase efficiency andproductivity.Continuously supporting employee capability building.Managing scheduling and attendance to ensure adequate personnel level is maintained.

Belgrade, Serbia

Conducted cold sales calls to prospects and offered Craigslist® posting software services forcar dealerships.Market research and data analysis to ensure proper value proposition for each client.Delivered sales presentations and demos to potential customers.Acted as key point of contact in after-sales process to clients.Conducted research and analysis to lower CPL while increasing customer acquisition for ourclients.Ensured client retention based on continuous value delivery

Belgrade, Serbia

Handled inbound calls, chats, and emails as well as outbound calls with Hero members.Assisted customers in questions related to usage of our product, providing expert guidanceand support.Troubleshooted technical device and application issues and resolved initial and L1 usercomplaints.Customer retention.Maintained relationship with customers to increase customer satisfaction.Processed subscription cancellations, issued RMAs and device returns in a timely andefficient manner, maintaining accurate records.Trained and mentored new team members through structured onboarding program.Hosted live video sessions on how to set up and use our product, sharing best practices andtips with current and potential customers.

Belgrade

Sourced, onboarded, and managed corporate accounts, ensuring high-quality service levels.Resolved customer complaints, investigated issues, and identified solutions to ensurecustomer satisfaction.Led, coached, and trained call center representatives, providing continuous feedback toimprove team performance.Tracked and monitored agent performance and sales records.Actively participated in the hiring process of new agents, conducting interviews and makinghiring decisions.Defined agent targets and KPIs and SLA based on company goals.Created and updated SOPs and other training material.Monitored and evaluated incoming customer communication received by agents to ensureadequate performance and 5-star service level.

Belgrade

Provided first-contact resolution for all customer inquiries.Maintained established standards in the area of guest services to ensure customerconfidence, satisfaction and loyalty.Assisting the members of the Etihad Airways' Loyalty Program "Etihad Guest" with anyinquiries, related to airline, hotel, rent-a-car bookings, or any other service for which theyhad an option to redeem their Loyalty Points.

Belgrade, Serbia

Coordinated organization of annual sports competitions across the country, includinginclusive workshops and classroom training for persons with intellectual disabilities.Close collaboration with colleagues across the world, sharing experiences and best practicesworking together on different projects to improve the inclusion of people with intellectualdisabilities in society.Developed and executed media and marketing campaigns to raise awareness of the inclusionof persons with intellectual disabilities through sports activities.Facilitated onboarding activities for new employees and other HR-related duties.Managed receivable and payable accounts to ensure timely and accurate paymentprocessing.

Operative Sports Manager, Management, 3

Special Education And Rehabilitation Of Persons With Motor Disabilities