Sara Nejašmić Email & Phone Number

Croatia

Zagreb

- Defining and improving the quality-related processes and procedures to ensure quality- Finding defects in the product- Ensuring that the specified requirements are met before they are released to users- Designing test cases based on the software requirements and use cases- Collaboration with developers, product managers, and other stakeholders

Renton, Washington

• Excellent listening skills and communication skills to communicate technical information in non-technical terms to the users that called in.• Log, track and manage tickets using ServiceNow ticketing system and assign tickets to the appropriate technical group when needed.• Notified user of issue status and follows – up with users to ensure problems have been resolvedsatisfactorily.

Renton, Washington

Responsible for level 1 support for internal Kaiser Permanente WA users. Assisting end users with email migration onto the Office 365 cloud, unlocking and resetting end users passwords for internal tools.• Created tickets using ServiceNow ticketing system and assign tickets to the appropriate technical group when needed.• Excellent listening skills and communication skills to communicate technical information in non- technical terms to the users that called in.• I was trainer during the onboarding process for three new hires, after 3 weeks working for the company; Trained new employees on responding to calls appropriately and company standardsPreformed password administration (reset/unlock) for Active Directory and number of internal systems and applications.

Bellevue, Washington

Osijek, Croatia

• Delegated and kept track of the cases that were related to customers, and informed the customers about the outcome.• Provided professional communication with customers.• Reduced average call resolution time and escalations.• Resolved customer objections without conflict.• Solved successfully 80 inquiries per 8 hours shift.

Osijek, Croatia

In this position, I needed to find a solution for every reported problem, briefly record the details ofthe customer case, and close the call with a sales pitch. These responsibilities helped me gain an eye for details, as I had to go through each customer case with care and focus on exact, truthful and clear answers. Another great skill I gained is prioritizing my tasks and being organized.• Delegated and kept track of the cases that were related to customers, and informed the customers about the outcome.• Provided professional communication with customers.• Increased sales through personal attention to customers’ needs.• Resolved customer complaints and issues.• Reduced average call resolution time and escalations.• Transitioned customer service calls into sales.• Resolved customer objections without conflict.• Solved successfully 50 inquiries per 8 hours shift.• Helped new hires with their job duties.• Mastered all internal applications and business processes in 3 weeks of training (approximately 10 applications).• Tested and analyzed all the upgrades internal applications had and sent reports if there were any bugs.

Bachelor’S Degree, Computer Science

Front End Development, Computer Software Engineering

Activities and Societies: Working on developing my coding skills with JavaScript. Focused on learning algorithms and problem-solving.