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Marta Drakula

Marta Drakula

Call Center Operator

Followers of Marta Drakula97 followers
location of Marta DrakulaPag, Zadar, Croatia

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  • Timeline

  • About me

    Get behind the brilliance with us! | Senior team leader at Transcom

  • Education

    • Univerzita Komenského v Bratislave

      2017 - 2017
      Bachelor's degree Slovak Language and Literature 3.

      Activities and Societies: Studia accademica slovaca ESN Bratislava Exchange student awarded the Studia accademica slovaca scholarship for 5 months.Attended C1 level classes at the Faculty of humanities and social sciences in Bratislava.Improvement of communication skills by interacting with native speakers.

    • University of Zagreb/Sveuciliste u Zagrebu

      2015 - 2022
      Master's degree Italian Language and Literature 5

    • University of Zagreb/Sveuciliste u Zagrebu

      2015 - 2022
      Master's degree Slovak Language and Literature 5

  • Experience

    • TOTAL TV

      Sept 2016 - Jun 2017
      Call Center Operator

      -crisis management-experience in sales-customer service-teamwork

    • Camping Village Poljana

      Jul 2017 - Sept 2017
      Front Desk Receptionist

      -check in/check out-exchange office management-crisis management-teamwork-organization-reservations handling

    • Camping village Šimuni

      Jul 2019 - Sept 2019
      Front Desk Receptionist

      -check in-check out-exchange office-crisis management-customer service

    • Camping Village Šimuni

      Nov 2019 - Aug 2021
      Booking Agent

      -customer service-crisis management-direct communication with clients over e-mail or phone-organization skills-team work-coordination of reservations

    • Transcom

      Mar 2021 - now

      I work as a full time team leader for customer support specialists and back office agents. I work with the reports for the team's results and present the ups and downs to the client. The communication with the team is vital to have everyone working as one to reach the targets set by the client. As a part of my weekly reports review, I also evaluate the quality of the agents responses and check the overall customer satisfaction of out services.

      • Senior Team Lead

        Nov 2023 - now

      • Customer Service Team Lead

        Dec 2021 - Nov 2023

      • Customer Service Agent

        Mar 2021 - Dec 2021

  • Licenses & Certifications

    • Volleyball coach

      Hrvatski institut za kineziologiju
      Sept 2024

    • Volleyball refree

      Croatian volleyball federation
      Apr 2018
      View certificate certificate

  • Honors & Awards

    • Awarded to Marta Drakula
      Award Franjo Marković University of Zagreb, Faculty of humanities and social sciences Oct 2020 It is awarded to students who have achieved notable scientific, artistic, professional and sports results in the previous calendar year.It is awarded to individual students or groups of students on the basis of a competition announced once a year by the Faculty Council.The award was acquired as a member of a group of students who organized an international student conference for experts in Slovak language and literature.