Tanja Nikolič
Managing Business Consultant at Tricycle Europe- Claim this Profile
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English Full professional proficiency
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German Native or bilingual proficiency
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Slovenian Native or bilingual proficiency
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Spanish Elementary proficiency
Topline Score
Bio
Michael Hlevnjak
Working with Tanja was really an outstanding experience. Her in-depth-knowledge and coaching style really helped me to proceed and evolve. Her methods and advice really boosted my skill-level and helped me to build and strengthen my network. I highly recommend Tanja as a coach.
Benno Grams
Tanja is a great coach combining professional skills, knowledge and expertise by helping and supporting people on their individual way and in their individual speed. I can definitely recommend Tanja when you need a coach to bring you to the next level in our digital world. It was a great pleasure to work with Tanja. I learned so much and I'm absolutely thankful!
Michael Hlevnjak
Working with Tanja was really an outstanding experience. Her in-depth-knowledge and coaching style really helped me to proceed and evolve. Her methods and advice really boosted my skill-level and helped me to build and strengthen my network. I highly recommend Tanja as a coach.
Benno Grams
Tanja is a great coach combining professional skills, knowledge and expertise by helping and supporting people on their individual way and in their individual speed. I can definitely recommend Tanja when you need a coach to bring you to the next level in our digital world. It was a great pleasure to work with Tanja. I learned so much and I'm absolutely thankful!
Michael Hlevnjak
Working with Tanja was really an outstanding experience. Her in-depth-knowledge and coaching style really helped me to proceed and evolve. Her methods and advice really boosted my skill-level and helped me to build and strengthen my network. I highly recommend Tanja as a coach.
Benno Grams
Tanja is a great coach combining professional skills, knowledge and expertise by helping and supporting people on their individual way and in their individual speed. I can definitely recommend Tanja when you need a coach to bring you to the next level in our digital world. It was a great pleasure to work with Tanja. I learned so much and I'm absolutely thankful!
Michael Hlevnjak
Working with Tanja was really an outstanding experience. Her in-depth-knowledge and coaching style really helped me to proceed and evolve. Her methods and advice really boosted my skill-level and helped me to build and strengthen my network. I highly recommend Tanja as a coach.
Benno Grams
Tanja is a great coach combining professional skills, knowledge and expertise by helping and supporting people on their individual way and in their individual speed. I can definitely recommend Tanja when you need a coach to bring you to the next level in our digital world. It was a great pleasure to work with Tanja. I learned so much and I'm absolutely thankful!
Credentials
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Digital Strategy Consultant
Tricycle EuropeSep, 2022- Nov, 2024 -
Designing a Presentation
LinkedInJul, 2022- Nov, 2024 -
Executive Coaching
LinkedInSep, 2021- Nov, 2024 -
Incident Management Specialist
CplOct, 2009- Nov, 2024
Experience
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Tricycle Europe
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Netherlands
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Business Consulting and Services
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1 - 100 Employee
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Managing Business Consultant
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Jan 2022 - Present
I am a people person and in my role, I have the privilege of supporting both colleagues and clients in their growth and development. I recruit new team members, develop onboarding programs, and guide the coaching team through their journey with Tricycle. I’m lucky to work with so many great and inspiring minds; we are constantly growing, challenging each other, and learning.Making complicated things more simple, is something I enjoy. Taking one step above a problem, looking at the bigger picture, and finding the first steps towards a solution gives me great satisfaction. My ability to understand and problem solve both complex situations and projects is just one way I add value to my organization and clients. My days are very dynamic. Besides people management, I also deliver keynotes, webinars, group sessions, and 1:1 coaching sessions to support our clients on their social journey. I stay close to their challenges and help them to succeed in the social space. Landing new projects where I can use my creativity and expertise to design programs from scratch is something I greatly enjoy and keeps me on my toes! Some of the clients I consult with are Microsoft, Accenture, Citrix, A1, Salesforce, RS Components.
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Digital Business Consultant
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Nov 2020 - Jan 2022
Digital is the new normal. If you want to stay relevant and competitive, you have to adapt. Whenever I go to a place I’ve never been before, I create a plan. I do my research, plan the route, look for points of interests etc. and then I go explore it. In my role as a social selling coach it’s similar. I do my research to understand where you are right now and how you do things. I explore your needs and then we create a plan together to navigate in the complex world of social media for B2B. I support professionals to change from the traditional sales mindset and adapt to the new buyers behaviour by teaching them the science of social selling. Focusing on how to leverage social media effectively and use their networks to find the right prospects, how to engage with them and build trusted and sustainable relationships, in order to increase business opportunities. I help them become competitive in the modern world of online selling and create their personal success stories.
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Sončni in kozmetični salon Studio Sonček
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Slovenia
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Personal Care Product Manufacturing
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Manager of a Beauty Salon
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Jan 2020 - Nov 2020
When returning from my travels I was given the opportunity to manage a beauty business in Slovenia. Working in bigger companies before, this was a great chance, to see the structure, set up, processes, dynamics etc. in a smaller company. My main focus was to ensure a high customer satisfaction and retention, building trusted relationships and drive promotions to attract new customers. Secondly, I was also responsible for the alignment, well-being and coordination of the team. When returning from my travels I was given the opportunity to manage a beauty business in Slovenia. Working in bigger companies before, this was a great chance, to see the structure, set up, processes, dynamics etc. in a smaller company. My main focus was to ensure a high customer satisfaction and retention, building trusted relationships and drive promotions to attract new customers. Secondly, I was also responsible for the alignment, well-being and coordination of the team.
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Traveling
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Travel Arrangements
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100 - 200 Employee
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Career Break
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May 2019 - Jan 2020
Travel has been my passion for many years and in 2019 I decided that I wanted to go for a longer trip. When I started to narrow down the possible destinations, I knew two things. Firstly, I wanted to grow as a person. So I had to go out of my comfort zone, which meant for me, that I had to go somewhere far and on my own. Secondly, I wanted to learn Spanish, so I booked my ticket to South America. They say that travel is not about the journey or the destination, but the people you meet along the way. I could not agree more! I loved the breathtaking and diverse landscapes, I enjoyed the local specialties, I was impressed by the cultures and customs of different countries, but the biggest stamp on me was left by the people on my trip. I met so many friendly local people who welcomed me, made me feel home and showed me their way of living; but also many other curious travelers with their interesting live stories and learnings. The trip has been the best adventure of my life and has enriched me in many many ways.
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Booking.com
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Netherlands
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Software Development
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700 & Above Employee
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CS Innovation Lab Team Leader
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Mar 2018 - May 2019
I am very excited to lead the newly created team within Customer Service – the Innovation Lab. We are the bridge between CS with our customers on one side, and the product and development teams on the other side. This collaboration allows product teams to work more agile, in order to produce faster results and at the same time ensuring a faster and smoother scaling of internal processes. The team supports products and services in the development phase by generating insights on improvement areas. We participate in focus groups, shadowings, deep-dives and brainstorming sessions with different stakeholders to provide feedback on various projects/initiatives. My role has two main focuses. Firstly, I am setting up and managing a new team of highly skilled agents. I am in charge of the whole recruitment process, the correct agent allocation – based on agent’s skills and daily priorities, defining the team’s and agent’s responsibilities, tasks and success measurements and supporting the team members in their personal development. Secondly, I am responsible for the stakeholder management. Understanding their needs and expectations and translating them into actions which can be delivered at the agreed time. Additionally, I am also delivering business updates on townhalls and promoting the team on different sites within our scope and company. Aside from growing the team from 10 to 35 members in one year, one of the biggest achievements was to scale the Messaging and Live Chat functionalities in all languages to our global CS Operations (+/- 8,000 agents).
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Customer Service Team Leader
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Oct 2016 - Mar 2018
I was leading a multicultural team of agents with the focus on customer satisfaction and achieving departmental targets. We are spending the majority of our time at work. That’s why for me, it’s very important to create a nice work atmosphere in which everyone can be themselves, while respecting and supporting their colleagues. The cultural mix made it a very dynamic team. We’ve learned a lot about different cultures, shared best practices and tried different ways to achieve the goals. I believe in the power of a well-connected team. Together we can achieve more and celebrate louder, which we did. I was able to focus on coaching individuals towards their desired goals and enjoyed seeing them grow into different roles. With my peers I worked on a number of different projects like the organization of the on-boarding of new team leaders and managers, managing the downtime for the site and participating in the recruitment process.
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StubHub
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United States
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Software Development
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700 & Above Employee
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Senior Customer Operations Supervisor
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Nov 2013 - Jul 2016
The one thing that all StubHub employees have in common is that we are all fans and passionate either about music, sports or theater. Because of that, we can put ourselves in the customers’ shoes when they contact us and provide a better service to them.Beside people management I was running the daily operations of the in house and outsource Customer Service to meet our KPI’s. I was responsible for reporting, volume forecasting, escalations, shift scheduling and recruitment. I worked on several local and global projects such as the implementation of the chat functionality for the UK and German website, the German website launch (handling CS requirements); contacts and re-contacts reduction.
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Citi
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United States
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Financial Services
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700 & Above Employee
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Electronic Banking Services Section Manager, AVP
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Nov 2011 - Nov 2013
My role included managing the EBS team, identifying training needs and development opportunities and participating in the recruitment and on-boarding process of new team members. I was handling critical customer issues and senior management escalations. I quickly learned the importance of building good relationships with different departments, it helps you to solve customers' issues quicker. Additionally, I was organizing and attending client visits and leading client presentations and weekly calls. One of my responsibilities was also to consult our clients, providing end to end solutions and improvement suggestions, based on the analysis of the client’s current set up and their needs. Reports production and data analysis were also key aspects and requirements of this position.The main three global projects I was involved in were the alert automation for payment failures; the implementation of a self-service for card replacements; and the improvement of our internal tracking and reporting tool STaRS.
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Electronic Banking Support Representative
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Nov 2009 - Nov 2011
My main responsibilities within the role were providing German and English 2nd level technical support for multiple bank specific applications. Enjoying the analytics, I would create and analyze different daily, weekly and monthly reports, focusing on trends. I was continually seeking for quality and process improvements, therefore I became the quality coach of the team.Another key part of the role was to build strong client relationships, develop and maintain client contact through client visits and leading of regular client conference calls.
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Cpl
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Ireland
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Staffing and Recruiting
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700 & Above Employee
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Technical Support Agent and Incident Co-ordinator backup for Procter and Gamble
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Nov 2008 - Nov 2009
I was responding to English and German speaking clients requiring technical support through different contact channels. Few months later I started to monitor the incoming queries and distribute them within the team as well as becoming the first point of contact for urgent escalations. I found my interest in creating various reports, which I started to run and deliver relevant feedback to agents and senior management. I was responding to English and German speaking clients requiring technical support through different contact channels. Few months later I started to monitor the incoming queries and distribute them within the team as well as becoming the first point of contact for urgent escalations. I found my interest in creating various reports, which I started to run and deliver relevant feedback to agents and senior management.
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Education
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Univerza v Mariboru
University degree (M.A. equivalent), Translating and interpreting: German -
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Univerza v Mariboru
University degree (M.A. equivalent), Sociology
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