Sara Nejašmić Email & Phone Number

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.

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.
• 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.

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.