Experience

Advanzia Bank S.A.

• Luxembourg
• Banking
• 100 - 200 Employee

• Team Lead

  • Aug 2017 - Present

  Osijek Monitoring the quality of a team of 15 agents, as well as managing their schedules, absences, paperwork etc. Shift leading, assisting agents, daily status reports directly to Business Manager. Performing work in the german and english language. Scheduling shifts for 140 people on a monthly basis. Routines improvement and monitoring the quality of the project. Continuously communicating with our client. Various daily banking operations (backoffice inquiries, inbound calls, outbound calls etc.)… Show more Monitoring the quality of a team of 15 agents, as well as managing their schedules, absences, paperwork etc. Shift leading, assisting agents, daily status reports directly to Business Manager. Performing work in the german and english language. Scheduling shifts for 140 people on a monthly basis. Routines improvement and monitoring the quality of the project. Continuously communicating with our client. Various daily banking operations (backoffice inquiries, inbound calls, outbound calls etc.). Payments (Temenos T24)

• Senior Customer Service Operations Specialist

  • Oct 2016 - Oct 2017

  Osijek As a Customer Service Operations Specialist for Chargeback and Fraud Prevention, my daily responsibilities include: performing operation tasks (credit card related, payments, chargeback, backoffice inquiries), direct contact with our client bank, as well as customers of said bank, taking complaints regarding credit card fraud, investigating into fraud claims by performing relevant research of accounts and timelines, collecting information to assist in performing detailed research to determine… Show more As a Customer Service Operations Specialist for Chargeback and Fraud Prevention, my daily responsibilities include: performing operation tasks (credit card related, payments, chargeback, backoffice inquiries), direct contact with our client bank, as well as customers of said bank, taking complaints regarding credit card fraud, investigating into fraud claims by performing relevant research of accounts and timelines, collecting information to assist in performing detailed research to determine if fraud claim is valid, creating payback or refund sheets, preparing reports on each claim, charting out validity, action taken and result obtained. Return of funds to a consumer, forcibly initiated by the issuing bank of the instrument used by a consumer to settle a debt. Specifically, it is the reversal of a prior outbound transfer of funds from a consumer's credit card, respectively; answering and arranging all the possible queries related to complaints and making Chargeback for the clients who manage to prove the claim of fraud. Providing the ability to automatically flag a suspicious transaction for manual review by the merchant. This way the merchant can limit their risk by verifying the transaction prior to shipping the product while at the same time improving conversion by reducing "false positive" rejections. This automated process flow also improves the merchant's efficiency and helps reduce the number of man-hours spent on risk management. Contacting every client by calling, e-mail, post or fax and cheking with them all suspicious transaction on the credit card for the last days with Sift Science's real-time machine learning engine that learns user behavior and predicts fraudulent users in real-time.

• Customer Services Agent

  • Aug 2013 - Sep 2016

  Osijek Managing large amounts of inbound and outbound calls in a timely manner. Following call center “scripts” when handling different topics. Identifying customers needs, clarify information, research every issue and providing solutions.



Telemach Hrvatska

• Croatia
• Telecommunications
• 300 - 400 Employee

• Call Center Agent

  • Aug 2011 - Aug 2013

  Osijek Call Center Agent (General Information and directory) - Student Job Business or sector Information and communication



Nucleus d.o.o

• Civil Engineering Technician

  • Jul 2008 - Aug 2009

  Osijek Mandatory internship during Civil construction and suveryor high school Osijek.