Nikola Radivojevic Email & Phone Number

Belgrade, Serbia

Belgrade

• Managing Customer Support and Research sectors, setting complete end to end processes to support company and market needs.• Identifying biggest issues and setting market and support strategies - creating operational goals.• Changing company services and products in order to increase customer satisfaction.• Presenting company and operational sectors in meetings with investors.• Redesigning operational processes in order to achieve feedback loops, adding tracking per activity, identifying gaps, and creating complete metrics, de-stressing environment by creating communication paths, and metrics in a transparent manner.• Closely working with CEO, reporting directly to him, owner of company operational and financial reporting, automating it and cutting the time needed for reports generation from 20+h to 1h• Making communication lines with finance, and dev team working on improving product based on requirements and feedback• Transitioning from "startup to company" changing employees perspective and behavior, knowledge management, ticketing and softphone software.• Managing company partners and subcontractors (Located in Germany, France, Switzerland and UK), working on contracts, adjusting scope of their services, renegotiating prices, creating partner metrics, putting visibility on biggest issues and setting solution path for it.

• Organizing and running technical support for over 100 Impact Hubs• Running project for replacement of websites for over 100 Impact Hubs• Adjusting Impact Hub Central offers, products, and services in order to optimize profitability and to better serve Impact Hubs• Creating budgets and estimating company yearly goals, and profit margins • Running project for centralizing support and increasing self help potential, making videos, instructions, documents

Belgrade

Working on preparing support for a brand new game - Actively working on game features, obtaining, feedback in order to better serve the market- Creating Support strategies, metrics and goals.- Managing support teams for Europe and China for new product (Vendor management) - Planning, preparing and running all off the support activities for beta testing- Creating support documents, instructions and support materials

Belgrade Blue House Center

-Complete helpdesk transition from overseas •Negotiation and agreements with sourcing agency •Full hire, training and ready for work in 5 weeks (30+ agents) •Complete business process redesign (documentation, training, quality) •Realigning focus of the desk, implementing tracking and ticketing.

Belgrade Blue House Center

• Managing team of 140 agents and 5 Team leaders in cooperation with 2 supervisors in 24/7 technical support team for biggest retail customer • Establishing communication between Sup-TL, weekly, daily meets, organizing procedures• Creating continuous improvement environment, organizing and documenting issues, creating weekly and daily plans. In cooperation with 2 other supervisor resulting with 5 projects for improvement • Improving scheduling process, creating optimization manually, comparing results and adjusting creating feedback loop on process • Creating project for making SCO documentation, RR increase 9.4% (400+ incidents less on the field weekly)• Creating and running project for creating and sending work hours, decrease in time from 110h to 1h monthly • Handling of difficult, one of a kind, escalations and complex software / hardware problems • Hiring and handling interviews

Belgrade Blue House Center

• Managing team of 16 agents in 24/7 technical support team for NCR Technicians • Mentoring, teaching holding training for new agents • Implementing and improving processes • Creating unified, centralized knowledge database, with step by step instructions and troubleshooting steps, known issues and best practices• Obtaining data for creating unified team metrics, workload and performance reviews.• Creating hiring process, with tests and interviews, sets of questions and decision making process• Improving accuracy of reporting for 18% • Establishing ways of communication with external teams• Handling of difficult, one of a kind, escalations and complex software / hardware problems

Belgarde

• Support for customer engineers in windows based operating systems• Network configuration, cisco switches• Remote problem resolving, proactive maintenace predictive servicing of equipment (minimizing downtime)• Creating processes, procedures for new cases and problems• Creating manuals for known issues for lower level support• Communication with end users, working on customers escalations, obtaining necessary information providing resolution for occurring issues• Follow up on issues, reporting

Belgrade

Founder Balonizafudbal.com Largest futsal portal in Serbia | •Making business plan, developing sales strategy, business development•Product creation, pivoting, direct sales•UX•Organizer of promotional business futsal tournament Rekreativo2013 #fucaupand Webolinjo 2012 (complete logistics and organization)

Belgrade

KISS Menu - Mobile ordering platform for HoReCa• Business process: Creating processes, documentation, templates and procedures for company• Legal: Creating contracts communication with legal• Supplies: Importing equipment, customs, ordering new materials, finding new suppliers, materials and solutions, keeping relationship with partners, suppliers and customers • Sales: Creating of sales procedures, implementation, market research, segmentation contacting leads, presenting product to business users, field work, direct sales. • Acquiring feedback from end and business users, • Product development and UI for multi platform system (Web based portal, end user mobile APP, business users APP and Configuration APP)• Communication and testing, close work with programmers on implementing ideas and solutions

Serbia

Web Fest .ME is the largest regional Internet festival dedicated to the promotion and advancement of Internet and society in general. Web Fest .ME consists of on-line competition for the best website/web project and conference that brings together the world best-known experts from all areas of the web industry.• Communication with contestants, arriving plans and schedules • External partnerships, creation of plans, research and communication • On site team leader, creating work flow and protocols• Finding and negotiating with suppliers, for all festival merchandise • Creating web campaign, web site administration• Designing accreditations, rollups, all in conference presentations, paper ads

Belgrade

National conference for 300 delegates, over 30 lecturers and 12 companies presenting their programs and opportunities as well as holding corporate training for AIESEC members• Creating plans and work flow for the conference logistics• Creating offers, contracts and negotiation with hotels • Listing and finding all of necessary equipment needed for all workshops and whole conference• Creating procedures for using equipment• Creating schedules and coordination with lecturers • Coordination of 12 member team at the conference • Handling complaints, delegate problems, resolving problems with equipment, on site IT support

Belgrade

Emportant - Business development seminar with pitching and business plan competition created to empower and give all necessary support for young people to start their own business.• Market research, target group creation and creating conception of seminar• Creating application process, setting criteria and selection of delegates• Organizing competition of startups, evaluation of startups organizing jury • Finding speakers and coordination with speakers