◘Led a team of 20+ members providing chat services, ensuring high standards of performance and customer satisfaction.◘Demonstrated exceptional organizational skills by developing metrics, establishing company hierarchy, and creating Discord servers, leaderboards, internal policies, and rules. Provided detailed step-by-step instructions for team members' daily tasks.◘Conducted weekly recruitment efforts to identify key talent for our chat services, ensuring a continuous influx of qualified candidates.◘Trained all team members, providing shadowing opportunities to ensure comprehensive understanding and effective performance.◘Developed and managed schedules for all team members, ensuring adherence to weekly hour metrics and optimal resource allocation.◘Supervised each team member, offering personalized 1-on-1 feedback sessions and conducting weekly team meetings to foster continuous improvement and team cohesion.◘Strategized daily, weekly, monthly, and yearly plans to ensure impactful campaigns across all desired areas within specified time frames, with a strong focus on achieving long-term success.

◘ Keeping client response rates to the agreed SLAs◘ Coordinated with the Sales and Product Departments in providing report analysis of trends in customer behavior and user experience every couple of months. ◘ Developed CRM tools tracking and reporting sales operations activities.◘ Managed a team of 2 customer success specialists.Key achievement: Improved weekly reporting in the means of timing efficiency by developing automation tweaks with Zapier/Sheets and internal Software

Responsibilities:◘Managed multiple customer service departments or a large regional team, ensuring smooth operations and customer satisfaction.◘Participated in onboarding meetings with clients to ensure a proper understanding of our product, identify their requests, craft services around their needs, and ensure a seamless process flow from the beginning, with no errors.◘Collaborated with upper management to align customer service strategies with overall business goals.◘Handled special client requests to ensure efficient customer service team operations.◘Built automations using Zendesk, Slack, and Zapier to streamline workflows.◘Gained experience with Stripe for handling financial transactions, working closely with our finance department.◘Worked closely with the engineering departments to identify, correct, and prioritize tasks/sprints for clients.◘Supervised the customer support team and contractors, providing guidance and support to enhance team performance.

My main responsibilities as a CSR in the OwnLocal Company are:◘ Handling incoming e-mails in an online ticketing cloud-based customer service software called Freshdesk◘ Handling incoming calls from news-paper publishers, helping them getting onboard or troubleshooting ad-upload issues and more◘ Updating Business Profile information, uploading digitalised ads in PDF and XML format in an admin-panel◘ Associating ads to the correct businesses, setting start/end dates, converting JPG images to PDFs◘ Uploading articles online with the help of a Word to HTML converter software◘ Handling financial inquiries on a monthly basis by deleting duplicate invoices, crediting customers for wrong-processed bills, verifying if the bills are correctly exported in report to the ads that they ran on the previous month in an accounting software called Sage Intacct◘ Generating monthly ad-reports for our customers◘ Installing, editing and maintaining Wordpress Sites◘ Participating to weekly "all-hands" and daily "stand-up" meetings via Slack

Working in a fast-phase environment has always been a way for me to understand that I am most efficient under high-pressure. My main responsibilities as a CSR in this E-commerce Company were:◘ Assisting clients in buying from our Marketplace◘ Helping clients completing purchase orders or place the orders for them◘ Persuade clients in buying products by giving them discounts per quantity◘ Handling incoming live-chats/WhatsApp chats/Facebook chats with an SLA of under 2 minutes and Emails with an SLA of under 1 hour◘ Handling incoming phone calls regarding orders/delivery issues/financial inquiries and more◘ Providing information about shipping/tracking the package◘ Updating/Editing/Removing orders in a Slovenian CRM called Metakocka ◘ Communicating daily with team-members and having weekly meetings via Slack

◙ Creating and assigning tasks from a Project Management system called ClickUp◙ Planning sprints on a weekly basis for a team of 5 developers◙ Support and direction for the team members in order to achieve their milestones◙ Ensuring each member of the team is able to best deploy their strengths and develop new skills◙ Regular feedback meetings where the work of developers is being reviewed. Providing individual honest opinions about the overall performance and suggestions of improvement where needed.◙ Creating reports on a weekly basis as well as regular meetings with the higher-ups

◘ Assigning tasks on a daily basis to a team of 30+help desk agents◘ Identifying weekly trends and providing genuine solutions ◘ Periodically testing help-desk agents in the manner of operational and communicational skills◘ Providing weekly and monthly feedback for the help-desk agents regarding the overall performance in the department◘ Attending and hosting meetings with managers/supervisors/help-desk agents, where matters of SLAs, OLAs, organisational, operational, communicational were discussed up front.◘ Providing individual and group training to new employees ◘ Optimising the software to the team's needs by providing a more intuitive and user-friendly way of working.◘ Handling exceptional customer problems✵ Accomplishments: - Crafting automatisation processes in the Microsoft Dynamics CRM software in order to deliver "one click" daily/weekly/monthly reports, therefore saving a huge amount of time by clicking on the right button rather than searching throughout the database.

◘ Providing guidance and support via live in-bound telephone calls to a quantum of over 10.000 active Panel Members of a Google research program called Screenwise Panel.◘ Direct contact with the customer's users by e-mail or phone (only in English)◘ Applying fixes and workarounds as per specific procedure◘ Logging incidents and changes reported via phone/e-mails◘ Assisting in installing and connecting a router to the devices of individuals participating in the research program via live telephone calls and troubleshooting hardware/software issues that the Panel Members came in contact with.◘ Outbound telephone calls, to assist in connection issues, activity monitoring reminders, attempt to retrieve devices ( Routers ) from Panel Members following agreed conditions.◘ Managing a financial based reward system, relying on an Excel database and an online dashboard, dealing with time-frame tracking.◘ Outbound ad-hoc campaign calls with over 100 active Panel Members required to be called on a short scheduled dead-line. ◘ Answering questions and providing walk-through/instructions via email. ◘ Working with SLAs, OLAs◘ Mentorship activities for new employees

I worked in a hotel within a job rotation system​. I worked as a waiter, which really helped me improve my English, gather more experience in this domain. I learned how to make different sorts of food as a chef’s aid. I was really happy to see the results of my work being enjoyed by the clients. I had the chance to talk to a lot of people from different countries which really helped at improving my communication skills and learning about their culture.

I love the interaction with people, telling them jokes and offer help every time somebody needs me. Having this job/working helped me a lot in developing my communication skills and I can easily adapt to different and difficult situations ​with any kind of people. I had to always present a positive attitude and every time with a big smile and give the best service as I could, I had to be fast, efficient and pay much attention.​​