Srećko Sušac Email & Phone Number

Zagreb, Croatia

Leading a global Customer Support organization across 5 continents.Launched multiple iterations of Support offerings, working towards becoming a profit center.Drove growth of headcount for 3x in a course of 3 years.Enabled creation of a highly engaged environment and cooperative culture (measured through very positive engagement score and attrition rate).Ensuring high quality of support and positive CX (measured through CSAT score) to various types (Enterprise, SME, SMB) of Customers across multiple geographies and industries.

Croatia

- In charge of the Department as a Leader, with 8 members globally, while still keeping myself operationally included and working with the Customers- Continuous development of the employees, mentoring of existing and onboarding of the new members- In charge for all Team leadership duties from performance feedback, staffing, to workload organization and frameworks definition, as well as for innovation and continuous improvements

Zagreb

On top of the already existing duties, I've expanded them with:- In charge of the shift lead activities (work organization, escalations, and delegation of the workload)- Continuous mentoring and onboarding of the new members- More work on processes and frameworks, establishing standard business operating procedures for the Department- Engaging with the Customers on more complex integrations and cases, in both pre and post sales activities- Working globally across EMEA Region, India and Asia Pacific, with occasional travels for the on-site work with the Customers

Zagreb, Croatia

- Providing 1st and 2nd level support to Infobip Customers, mostly financial institutions (banks & fintech)- Integration and maintenance of a middleware Infobip solution, on-site and remotely - Expanded technical skillset, including networking and protocol layers, various APIs (SMPP, HTTP), MS SQL and Oracle database systems, and scripting in Groovy- Working globally and covering multiple territories across Europe, Africa, India and Asia Pacific Region

Zagreb

Master Of Science In Information And Communication Technology, Information And Communication Technology, Course Radiocommunication Technologies

Activities and Societies: SUBOS - Fustal section - FutsalFERGraduate paper: A Simple Reflectarray Cell with 1-bit Phase Control.

Bachelor Of Science In Electrical Engineering And Information Technology, Electrical And Information Technology, Course Radiocommunications

Activities and Societies: SUBOS - Fustal section - FutsalFERBachelor paper: Basic antenna parameters

Aircraft Technician - Ire, Instruments, Radio And Electrical Equipment - Ire