Requests
0
Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
IBM iX DACHAgile Project Manager
Apr. 2022Zagreb, Croatia
A1 Hrvatska d.o.o.Senior Digital Platform Development Specialist
Oct. 2019 - Apr. 2022Zagreb, Croatia
A1 Hrvatska d.o.o.Content and Knowledge Senior Specialist
Nov. 2017 - Sep. 2019• Participation as Customer Service representative in preparation of new products and services
• Preparation and maintaing material for internal knowledge base
• Preparation of customer feedback analysis in order to maximize customer satisfaction by improving customer processes, procedures, products & services on company level
• Coordination of activities and small projects in Customer Service
• Working and information exchange with other Telcos within TAG, related to digitalization and Artificial Intelligence solutions (Chatbot, self-care apps..)
• Gaining an in-depth understanding of customers and users and gathering key insights that will shape the digital experience
• Managing and monitoring A1 Forum platform with tasks such as platform development and improvement, market positioning, content editing, KPIs reporting and giving support to moderators within Consumer Call Centre
• Supporting and monitoring work of Social media agents in Consumer Call Centre
A1 Hrvatska d.o.o.CS Performance Management Specialist
Mar. 2016 - Nov. 2017Vrtni put 1, 10000 Zagreb- Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives
- Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation
- Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results
- Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation
- Compares results to forecast and identify opportunities for improvement - Generates and evaluates staffing schedules, and ensures data updates into scheduling system
- Generates short and long-term staffing models and provides recommendations based on analysis
- Compares results to forecast and identify opportunities for improvement
Robert Bosch d.o.o.Marketing Intern
Jun. 2015 - Mar. 2016Zagreb, Croatia
eSTUDENTBusiness Consulting Team Leader
Sep. 2014 - Jul. 2015Zagreb, Croatia
Cro Summer Job 2014Hotels and Public support Coordinator
Oct. 2013 - Feb. 2014Zagreb, Croatia
eSTUDENTBusiness Consulting team member
Sep. 2013 - Sep. 2014Zagreb, CroatiaThe main objectives of the team are: • Providing advice to micro and small enterprises, crafts and organizations • Providing additional training of team members in the field of business enterprise
eSTUDENTWorking group on EU funds member
Sep. 2013 - Sep. 2014Zagreb, CroatiaPreparation and management of projects financed through European funds, thus gaining experience consultant and create a source for a number of new opportunities for themselves and the organization.
Intch is a Professional Networking App for the Future of WorkSee more people like Deni on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
500665 people
15
Head of the Department for Construction and Facility Management @ Metro Cash and Carry
18
Project manager @ MVD Construciton d.o.o.
29
CDTO (Chief Digital Transformation Officer) @ Brightgrove
121614 people
29
CDTO (Chief Digital Transformation Officer) @ Brightgrove
18
Digital Workplace Specialist @ PhasedConnect
22
Digital Consultant & Founder @ Skanvie Ltd.