Dunja Vidak Peranović

Experience

• 

  Hrvatski Telekom

  Feb 2008 - Jul 2016

   Keeping track of all information related to products and services Monitoring and analysis of operative tasks relating to Customer service Recognizing influence of new processes on business Leading project design and development of projects focused on analytic and coaching applications that aim target achievement Analyzing indicators of customer satisfaction while recommending and keeping track of quality management  Sales boost project - SFE module in Customer service Deep dive sales and service coaching and mentoring Collaboration with line and upper management Implementation of toolkit among the teams Result tracking and analysis Design and implementation of measures to ensure efficiency and work quality - Upsell and cross-sell- Customer service- Residential and business customer planning and advising- Billing, complaints and technical support- Retention and save desk- Churn prevention, customer satisfaction - Close collaboration with Team Leaders and frontline agents- Backup for coaching team- Resolving challenging customer situations - Improvement of internal processes and solutions

  • Efficiency and Work Quality Specialist

    Jul 2015 - Jul 2016

  • Efficiency Project Specialist

    Jul 2013 - Jul 2015

  • Sales Representative

    Feb 2013 - Jul 2013

  • Commercial Help Agent

    Feb 2008 - Feb 2013
• 

  CROBRA

  Jun 2012 - Dec 2013

  Translator

  - Translation of movies, documentaries and TV series- Proofreading and editing

• 

  Optima Telekom d.d.

  Jul 2016 - Jul 2018

  Head of Customer Service

   Create and develop Customer service strategy Defining and implementing regulations and methods to optimize customer support within the company People management Leading and monitoring customer retention team (save desk) Optimizing E2E processes in Customer service Budget planning and managing Resource management in order to ensure meeting sales and service KPIs

• 

  Hrvatski Telekom

  Feb 2019 - now

  Program Manager
• 

  Monogram

  Apr 2023 - now

  Court Interpreter