Alen Tiljak Email & Phone Number

Spain

Spain

Barcelona, Catalonia, Spain

• Provide technical administrative support for tools like Zendesk, Zapier, and Airtable.
• Coordinate the launch of new features and functionalities, collaborating with internal and technical stakeholders.
• Resolve technical issues and enhance Customer Care technical infrastructure.
• Offer strategic support on Zendesk developments, identifying innovative capabilities.
• Collaborate cross-functionally to implement new or enhanced features to improve customer care.
• Maintain comprehensive documentation for tools, issue resolution, and customizations.

Barcelona, Catalonia, Spain

• Generate and modify agent schedules within Customer Care (CC) to ensure coverage and Service Level Delivery in a multi-location and multi-skill environment.
• Work with key internal and external stakeholders across a fast-paced, collaborative environment.
• Identify potential gaps in schedule coverage and present schedule recommendations to the business to proactively address those gaps.
• Provide staffing requirements at an interval level, based on current volume, productivity, and shrinkage projections.
• Update on a daily basis the Workforce system with the unplanned exceptions.
• Manage the time-off and bank holidays agents request based on available slots.

Zagreb, Croatia

• Maintains property rentals by advertising and filling vacancies, negotiating and enforcing leases, and maintaining and securing premises.
• Establishes rental rate by surveying local rental rates and calculating overhead costs, depreciation, taxes, and profit goals.
• Attracts tenants by advertising vacancies, obtaining referrals from current tenants, explaining advantages of location and services, and showing units.
• Contracts with tenants by negotiating leases and collecting security deposit.
• Accomplishes financial objectives by collecting rents, paying bills, forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective action.
• Maintains property by investigating and resolving tenant complaints, enforcing rules of occupancy, inspecting vacant units and completing repairs, planning renovations, contracting with landscaping and snow removal.

Barcelona, Catalonia, Spain

· Generate computer tools for the management of schedules, vacations, compensatory periods, etc.· Elaboration of agents' schedules and distribution of the day.· Establishment of breaks, licenses, holidays, and vacations.· Management and control of holiday requests, compensation, change of schedules, extension/reduction of working hours, licenses, etc.·.

Maastricht, Limburg, Netherlands

• Responsible for the Real time control within the different markets of the CAC.
• Intraday monitoring/real time analysis of the daily operations and advising operations to take actions based on deviations on volumes, aht, productivity etc.
• Advising on capacity for the current day, week and upcoming 3 weeks.
• Defining a clear steering strategy for the upcoming week and monitor daily together with operations.
• Communicate on different management levels in case of an event causing an immediate need for action.
• Creating and presenting, daily and weekly reports and performing data analysis on the results.

Barcelona, Catalonia, Spain

• Realtime management of content queues in the site Review system capabilities
• Workflow and scheduling limitations to identify if requested programs are possible in current system
• Manage numerous real time metrics such as latency, productivity, incoming volume etc.
• Develop and enhance spreadsheets and databases’ functionality like usage of forms, templates and logic functions
• Outage and Crisis Management (Facilitating communications between IT teams and site management)
• Manage daily, weekly and monthly plan objectives

Barcelona, Catalonia, Spain

Barcelona, Catalonia, Spain

• Intraday monitoring of agent adherence against schedules and average speed of answer to maximizing resource efficiency
• Management of daily off phone activity whilst working with Team Leads
• Optimisation of breaks and lunches to ensure maximum productivity of the resource
• Provide ongoing summary reports to the Management Team
• Analyse data from the reports to identify potential business changes/improvements that can be made
• Ad hoc reporting and projects which are given with business delivery timelines

Barcelona, Catalonia, Spain

• Write, manage and distribute email, correspondence memos, letters
• Assist in the preparation of regular reports
• Develop and maintain a filing system
• Create, update and maintain office policies and procedures
• Provide general support to other Work Force Management members
• Act as the point of contact for the other departments within the campaign (HR, Recruitment, Operations, etc.)

Barcelona, Catalonia, Spain

• Point of contact to handle and resolve customer queries via phone, messaging and email in a professional manner
• Identify and escalate issues appropriately according to the workflows
• Mediate in situations between users through customized responses
• Research information and troubleshoot problems using available resources
• Monitor and control numerous simultaneous tasks
• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies

Barcelona, Catalonia, Spain

• Help Airbnb members to resolve issues, plan trips and create incredible memories in unique places around the globe
• Liaise between the hosts and the guests
• Actively participate in various projects within the department

Zagreb, Croatia

• Sales and promotion of tools, bearings, service equipment, oil&lubricants, automotive parts and products
• Creating and maintaining customers as well as partner relationships
• Following and understanding trends in various industries but especially the Automotive industry
• Selling products through B2B Webshop
• Focus on CRM - uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth

Zagreb, Croatia

• Working with computer softwares IMDB, LED, Reformatter, Visual FoxPro etc.
• Through observation accordingly determined appropriate solutions
• Strong analytical skills, and excellent ability to find clarity in complex datasets
• Observing and deep understanding of sales and pricing trends with the ability to convert raw data into valuable insights for clients and retailers

Zagreb, Croatia

• Problem solving and management of issues coders came across
• Usage of VBA codes and Macros in Excel to improve non-efficient business processes
• Excellent understanding of written instructions

Zagreb, Croatia

• Conducting traffic control within the central city streets of Zagreb
• Providing information and advice to citizens
• Worked in the police department archives

Master'S Degree, Tourism

Bachelor'S Degree, Business Economics