Experience

• 

  Sitel

  Feb 2018 - Nov 2021

  -Leading a team of 20 customer care agents-Ensuring agents meet agreed KPI's-Ensuring agents remain motivated and provide a high level of customer service-Ensuring appropriate resources are planned in order to maintain services-Providing performance information to senior managers -Provide expert answers to questions about products, pricing, and availability-Identify and address customer needs with a goal to satisfy-Respond quickly and accurately to a large volume of customer inquiries-Manage inbound and outbound calls, emails, and chats with knowledge and efficiency-Log and document issues and resolutions in the customer database

  • Team Leader

    Sept 2018 - Nov 2021

  • Customer Service Representative

    Feb 2018 - Sept 2018
• 

  Ecd.rs - kupi i prodaj bitcoin

  Nov 2021 - Nov 2023

  Head of customer support

  -Managing all activities relating to the delivery of effective customer service-Implementing and maintaining effective methods for gathering customer satisfaction data-Developing plans and targets for the customer service team-Recruiting and training along with appraising and performance-Liaising with other department heads across the organisation

• 

  Wio bank

  Nov 2023 - now

  Customer care manager

  -Managing Wio Personal-Providing active leadership to the customer care team on-site-Supporting the day to day Omni-channel service delivery-Managing queues in real time-Managing escalations and putting in preventive measures to reduce occurences-Providing coaching and feedback to enhance customer experience while developing an environment where agents can excel through encouragement and empowerment-Managing performance across all KPI's such as QA, CSAT, SL-Developing service procedures, policies and standards Show less