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Work Background
Transcom Worldwide d.o.o.Telefonski operater
Jan. 2025●Resolved customer inquiries and complaints via phone, email, and chat, maintaining a 95% satisfaction rate per case resolution guidelines
●Logged call, customer, and activity data into CRM systems to ensure accurate documentation and support lead qualification
●Provided technical support and guided users through procedures, reducing repeat cases by about 10% through clear issue resolution
●Collaborated with operations teams to identify recurring support issues and recommend process improvements
Ocean Call GroupTelefonski operater
Jan. 2024 - Jun. 2024●Received and routed incoming calls to appropriate departments, ensuring timely client support and follow-up
●Provided product and service information via phone and email, resolving customer inquiries per resolution guidelines
●Scheduled internal and client meetings, maintained detailed call logs, and coordinated with partners to resolve escalated issues
●Prepared weekly reports on call volume and issue trends to inform team capacity planning
Hotel Meeting PointHost/esa
Jul. 2022 - Jan. 2023●Welcomed guests and managed inquiries, ensuring a positive experience and high satisfaction levels
●Provided facility and event information, directed guests, and resolved on-site inquiries to maintain smooth operations
●Maintained reservation records and managed guest arrivals/departures, contributing to streamlined check-in processes
●Created daily occupancy reports to inform staffing and resource allocation
Hermitage InternationalBroker
Jul. 2018 - Sep. 2021●Assisted sales and operations teams, coordinating client communications and order tracking via CRM platforms
●Engaged clients through cold calls and bookings, tracked load status to completion, and updated records in CRM systems
●Onboarded new clients as freight broker, building relationships and qualifying leads to drive sales opportunities
●Generated weekly pipeline reports to support sales forecasting and identify service bottlenecks
Calzedonia - Oniverse GroupPoslovni sekretar
Sep. 2015 - Sep. 20182016-2018 - Administrative secretary - Adriana-Tex, Calzedonia group, Italian company
Active cooperation with customers, sending e-mails, and calls, and tracking all company activities. Booking air tickets, accommodation and lunches for business partners, owners and associates. Following all daily tasks as required, working as a part of the team. Translating from English and Italian to Serbian and vice versa. Taking care of the guests, completing and filling appropriate documents. Using various tools and programs of the company, also having responsibility for the selection of candidates in the process of hiring new employees for open positions.
Otvoreni univerzitet ZnanjePredavač italijanskog jezika
Sep. 2011 - Sep. 20182011-2018 - Part-time Italian Teacher at Open University “Znanje”, Belgrade.
Successful transfer of knowledge to students of various groups and generations. Adaptation to the needs of students and successful long-term cooperation with colleagues at the university.
Midio Divašminker
Dec. 2005 - Jun. 2010Transforming the appearance of the customers, doing makeovers and selling products, finding the best products for each client, using all the products from the world's best makeup producers, and helping with the daily routine of the shop. Using the acquired knowledge from the world of fashion, advising clients according to their needs, recognizing the customer's profile and bringing new clients.
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