Dragana Mitic

Experience

• 

  NCR Corporation

  Nov 2011 - Nov 2012

  Technical Support Specialist

  • Remote technical support• Solving and diagnostic software/hardware problems• Daily basses by phone and e-mails with Italian costumers• Identifying hardware and software solutions.• Troubleshooting technical issues.• Diagnosing and repairing faults.• Resolving network issues.• Installing and configuring hardware and software.• Speaking to customers to quickly get to the root of their problem.• Providing timely and accurate customer feedback.• Talking customers through a series of actions to resolve a problem.• Following up with clients to ensure the problem is resolved.• Replacing or repairing the necessary parts.• Supporting the roll-out of new applications.• Providing support in the form of procedural documentation.• Managing multiple cases at one time.• Testing and evaluating new technologies. Show less

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  Etihad

  May 2016 - May 2017

  Call center agent

  •Daily contact by telephone and email with travel agents/customers in Italian,English and Serbian.•Product information services and procedures. • Aging on data protection and confidentiality of information about employeesand passengers.•Providing Online Sales Support. Disclosure of any irregularities in the onlinebooking system

• 

  Helbiz

  Nov 2019 - Jul 2020

  Customer Support Representative

  • Manage customer requests via live chat (zendesk), phone and email in Italian, English and Serbian language• Provide accurate, valid, and complete information by using the right methods/tools• Keep records of customer interactions, process customer accounts and file documents• Follow communication procedures, guidelines and policies• Use telephones to reach out to customers and verify accountinformation/questions• Cancel/upgrade/refund requests• Daily reports and checking vehicles through Helbiz Admin platform (geofence, low battery, broken vehicles etc)• Other duties assigned by Team Leader Show less

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  CCData

  Oct 2020 - now

  • Maintain and develop internal support and customer support quality standards;• Review a subset of support agents’ conversations (zendesk, emails, chat - slack, etc) • Assess support interactions based on internal standards;• Discuss and explain feedback with agents in regular meetings;• Create strategies to improve support KPIs;• Help agents improve their performance with specific instructions and constant support;• Map the need for training and onboarding programs and initiate these projects;• Monitor customer service performance on the agent and team level;• Create reports that reflect support performance;• Report to the team leader support the team’s performance to higher-ups;• Taking care of enterprise requests, API issues etc;• Pair mapping and research; Show less • Responding promptly to customer inquiries.• Diagnosing and repairing API (application programming interface ) issues.• Communicating with customers through various channels (zendesk, email, slack)• Acknowledging and resolving customer complaints/requests.• Processing orders, forms, applications, and requests.• Keeping records of customer interactions, transactions, comments and complaints.• Forum Moderator : taking care of the posts and threads of all members for the purpose of moderating the discussion and also keeping the forum clean.• Pair mapping editor.• Listing research.• Communicating and coordinating with colleagues as necessary.• Ensure customer satisfaction and provide professional customer support.• Troubleshooting technical issues.• Following up with clients to ensure the problem is resolved.• Providing support in the form of procedural documentation.• Providing monitoring level 1 support.• Establishing process of training new employees, writing/updating procedures Show less

  • Customer Service Quality Manager

    Mar 2023 - now

  • Senior Customer Service Representative

    Oct 2020 - Feb 2023