Nikola Milic

Experience

• 

  Euro Petrol doo

  Dec 2012 - May 2015

  Sales Representative

  I was appointed as a gas station filling attendant. Besides pumping fuel, cleaning windshields, and checking vehicle oil levels, my other responsibilities were cashiering, collecting cash payments from customers and making change, charging purchases to customers' credit cards and providing customers with receipts. Due to the lack of 24-hour IT service, I have also been able to provide help in that area and install and maintain some computers.

• 

  Sitel

  Jun 2015 - Apr 2021

  - Monitoring, evaluating and assessing unit productivity on a daily basis- Preparing and maintaining statistical reports used in management decision-making- Investigating and analyzing data, and making decisions upon collected data and alternatives to complete assignment - Assembling and assessing statistical information from system databases and other sources- Planning, preparing and maintaining business unit reports critical to organizational success and profitability, and meeting client expectations- Investigating, analyzing and assessing trends and campaign activity - Communicating directly with manager agent standards and productivity - Scheduling and attending weekly forecast meetings Show less - Investigate customer complaints and non-conformance issues- Draft quality assurance policies and procedures- Interpret and implement quality assurance standards- Evaluate adequacy of quality assurance standards- Devise sampling procedures and directions for recording and reporting quality data- Document internal audits and other quality assurance activities- Collect and compile statistical quality data- Analyze data to identify areas for improvement in the quality system- Develop, recommend and monitor corrective and preventive actions- Prepare reports to communicate outcomes of quality activities- Identify training needs and organize training interventions to meet quality standards- Evaluate audit findings and implement appropriate corrective actions- Responsible for document management systems Show less - Assisting and supporting call service agents in their every days duties.- Answering and resolving escalated cases and supervisor calls in a determined and professional matter.- Monitoring and insuring a high amount of handled contacts accordingly in order to fulfill the committed amount of contacts and Service levels . - Reporting unprofessional behavior and difficult cases to the Team Manager if necessary.- Cooperating with Team Managers and Quality Specialist in order to achieve set team targets (KPIs).- Performing other duties required as assigned by the management team in compliance with the qualification and job requirements. Show less - Communication via telephone and email with customers in order to provide assistance for the existing issue.- Creating compilation of information material, initiating and inducing the forwarding of material and/or information.- Supporting project leaders in planning and carrying out campaigns.- Updating the database of customers and documenting activities and history for further contacts and campaigns.- Reporting the most common issues to the Team Manager or Lead Agent.- Achieving work results and targets (KPIs).- Resolving escalations and supervisor calls in my team. - Mentor for every new employee in my department. Show less

  • Reporting Analyst

    Jul 2018 - Apr 2021

  • Quality Specialist

    Oct 2016 - Jul 2018

  • Team Lead

    May 2016 - Sept 2016

  • Customer Support Agent

    Jun 2015 - Apr 2016
• 

  Hyperoptic

  Apr 2021 - Nov 2022

  - Monitoring, evaluating and assessing unit productivity on a daily basis- Preparing and maintaining statistical reports used in management decision-making- Investigating and analyzing data, and making decisions upon collected data and alternatives to complete assignment - Assembling and assessing statistical information from system databases and other sources- Planning, preparing and maintaining business unit reports critical to organizational success and profitability, and meeting client expectations- Investigating, analyzing and assessing trends and campaign activity - Communicating directly with manager agent standards and productivity - Scheduling and attending weekly forecast meetings Show less

  • Data Analyst

    Feb 2022 - Nov 2022

  • Subject Matter Expert - Data and Systems

    Apr 2021 - Feb 2022
• 

  Eaton

  Nov 2022 - now

  Senior Analyst