Support of Customer Support agents Dealing with more complex requests in online Casino

Providing HOW-TO guidance to the customers- Handling Live Chat support tickets independently or escalating them- Overseeing general customer experience- Representing our brands on specialized websites and forums- Create and analyze periodical reports about customer satisfaction- Ensuring improvement of customer satisfaction

As the manager of a Serbian team at Silver Top Taxi Service Pty Ltd in Melbourne, I successfully led a group of 20‑45 individuals in a fast‑paced environment. Overseeing four incorporated taxi companies, I excelled in managing and handling all aspects of the business, including supervisor calls, trip bookings, driver dispatches, and special accounts. To ensure consistent quality control, I created four agent roles based on experience, organized shifts for all agents, and regularly reviewed logs and call recordings. I utilized effective tools such as Slack, Discord, and Google Docs to enhance communication and regularly liaised with company managers in Australia and Serbia to ensure compliance with Serbian laws.I fostered a company culture that prioritized high morale and provided oversight for all three call centers during three shifts in Serbia. My leadership skills inspired top performance and contributed to the growth of the organization, and I assisted HR with recruitment when necessary. I maintained open communication with management in Australia and New Zealand subsidiary company, as well as with leads in South Africa and Pakistan.Overall, I possess strong organizational, communication, and leadership skills that are transferable to any future role.

In my role as a key employee at newly Marigold Communications, a newly established call center company, I was tasked with overseeing operations at Old Dominion Transportation Group, Inc. This involved managing four taxi fleets, including one in Charlottesville, VA, and spearheading the launch of a new team in Toledo, OH. Using our taxi software, Icabbi, I handled calls, supervised dispatch, managed corporate communications, and provided support to customers and corporate representatives.To ensure the highest level of service, I also trained and guided new booking agents, developing training materials and providing ongoing coaching. This required 24/7 attention throughout three shifts, with a focus on quality control, professional customer support, and compliance with all legal regulations.Thanks to my efforts, the company was able to grow and expand its services, with a well‑trained team of dispatchers providing exceptional service to customers across the countries.

As a customer service representative for Old Dominion Transportation Group, Inc, I was responsible for booking taxis for four companies located in Alexandria, Arlington, Washington DC, and Charlottesville, VA. This included handling both regular cash card bookings and corporate bookings, as well as upskilling myself to take on the responsibility of dispatching a fleet of 200 drivers, providing support to taxi drivers, and communicating with both drivers and customers. I used the program Icabbi to enter data in the computer system and maintain records of calls, activities, and other related information while also being available to place bookings when needed.Additionally, I provided part‑time support for a luxurious limousine service located in New York by answering emails and calls from customers and scheduling limo services with partners worldwide. My goal was to provide efficient and effective customer service, which I achieved by utilizing my skills and expertise to meet the needs of the clients

Providing support for students from Serbia and Croatia who are interested in pursuing their studies in New Zealand or Australia and addressing any inquiries they may have through email or phone communication. Participating in European Education fairs to engage with potential students in person and offer them comprehensive information about our school arrangements.

As a team member at a hostel in Belgrade, I successfully supported managers by overseeing reservations and enhancing the overall guest experience. My responsibilities encompassed ensuring top‑quality facilities that prioritize visitor comfort and safety.