Nikola Krstic

Experience

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  TutorABC

  Feb 2016 - Feb 2018

  Online Tutor

  English Tutor for students located in the APAC region, of various age and English level. Held over 1,100 sessions with an average grade of 9,2. Created and adjusted training materials and students' improvement charts so I can conduct the sessions according to the students' needs.

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  OIP Team

  Nov 2017 - Jul 2021

  Client Manager

  Growing the team from 25 to 35 in couple of months. Monitoring performances on a daily, weekly and monthly basis. Creating and presenting reports based on gathered data with action items, recommendations and projections. Determining the weak points of the team and organizing performance and managerial trainings. Establishing and standardizing operating procedures (SOPs)Negotiating the deliverables, timelines and baselines with clients via calls and emails on a daily basis (both EU and US timezones). Show less

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  Elementor

  Jul 2021 - now

  Shift Manager

  Managing a team of 40 people located worldwide providing technical support and ensuring coverage in all timezones 24/7/365. Creating live dashboard for KPIs and shift scheduling in a free software, saving thousands of dollars per year. Prioritizing and maintaining workflows based on various situations. Leading and supporting projects within the department in accordance with company's OKRs. Creating and presenting weekly, monthly and/or quarterly reports. Organizing training sessions and creating an onboarding procedures for the roles within the department. Show less

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  CallsU

  Jun 2024 - now

  Call Center Manager