I am a Customer Support Team Lead with experience managing international teams of more than 15 people in fast-paced, SLA-driven support environments.
I lead through regular one-to-one meetings, performance reviews, coaching, workload coordination, and quality monitoring. I focus on helping team members improve efficiency, service quality, and customer outcomes.
I have strong experience handling complex escalations, managing ticket lifecycles, monitoring KPIs, and ensuring adherence to internal processes and service-level agreements.
I continuously identify workflow inefficiencies and implement practical process improvements to optimize operations and team performance.
My background includes technical support, service desk operations, sales operations, order processing, and collaboration with global clients across retail, logistics, banking, and technical industries.
I am fluent in Serbian, German, and English, with basic Hungarian and beginner Spanish language skills.
Lead an international customer support team in a high-volume, SLA-driven environment. Conduct regular one-to-one meetings, performance reviews, and coaching to improve service quality, efficiency, and employee performance.
Handle complex customer escalations and ensure a high-quality customer experience. Monitor KPIs and team results, provide recommendations for improvement, and identify process inefficiencies to optimize workflows and SLA adherence.
Supported the Team Lead with daily operational management, team performance, workload distribution, scheduling, and absence management. Coordinated team activities to maintain service continuity and operational efficiency.
Conducted quality monitoring, ensured compliance with internal processes, and prepared weekly and monthly performance reports. Served as an escalation point for complex customer issues and provided onboarding, coaching, and ongoing support to team members.
Delivered first-level service desk support and resolved customer issues within defined SLA targets. Managed the complete ticket lifecycle, including categorization, prioritization, resolution, and escalation.
Collaborated with internal teams to resolve technical and operational issues while maintaining high customer satisfaction and timely communication.
Supported sales operations for banking clients by preparing offers and commercial proposals. Managed end-to-end order processing, including purchase orders and system entries.
Coordinated with internal teams, vendors, and logistics partners for ATM production and delivery. Acted as a key contact between sales, operations, and external partners while ensuring accurate, compliant, and timely processing of sensitive financial and operational transactions.
Provided advanced technical support and troubleshooting for end users. Resolved complex technical issues and escalated cases when additional expertise or intervention was required.
Maintained support documentation and ensured adherence to established service processes. Delivered reliable assistance while supporting issue resolution and service quality.
Delivered remote first-level technical support and issue resolution for end users. Assisted customers with installation, configuration, and troubleshooting activities.
Recorded and managed support requests while following service procedures and escalating issues when necessary.
Delivered remote customer and technical support, assisting with issue resolution for end users.
Supported installation, configuration, and troubleshooting activities while maintaining effective communication with customers.
Bachelor's Degree, Librarianship and Informatics
Electrical Technician for Computers, Computer Technology
This professional hasn’t added portfolio projects yet.
This professional hasn’t listed any services yet.
