Experience

SMSHighway

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Senior Customer Support Specialist

  • Aug 2021 - Present

  - Compliance process management - Coordination of the client support process - 1st Level escalation for Support team - Leading the reporting process and weekly calls - Administration of the customer support system - Developing new and improving existing procedures - Onboarding new agents - Traffic monitoring and proactive troubleshooting - Technical problem analysis

• Customer Support Specialist

  • Jan 2020 - Aug 2021

  -Technical problem analysis -Proposing solutions to Support and Routing team -Traffic monitoring and proactive troubleshooting -Communication with clients and partners(B2B) -Compliance(sender ID registration,content whitelisting,url whitelisting etc) -Suggesting operational improvements in area of customer support



Hyperoptic

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Customer & Technical Support

  • Apr 2017 - Dec 2019

  • Providing quick and outstanding Customer Service through all channels. • Offering first line assistance to customers with technical and account related queries. • Working effectively with Team Leaders, Senior Agents, and internal departments to identify timely resolutions to customer issues. • Being a customer champion and offering exceptional service, focused on first contact resolution. • Maintaining clear, accurate customer records, updating database records upon request. •… Show more • Providing quick and outstanding Customer Service through all channels. • Offering first line assistance to customers with technical and account related queries. • Working effectively with Team Leaders, Senior Agents, and internal departments to identify timely resolutions to customer issues. • Being a customer champion and offering exceptional service, focused on first contact resolution. • Maintaining clear, accurate customer records, updating database records upon request. • Working accurately with an eye for detail. • Monitoring ticket and call volumes at all times in order to meet first response time target. • Flagging/addressing any outstanding issues in order to prevent escalations. • Challenging internal processes and providing feedback to the management team. • Being accountable for ensuring the customers query/issue is resolved. Show less • Providing quick and outstanding Customer Service through all channels. • Offering first line assistance to customers with technical and account related queries. • Working effectively with Team Leaders, Senior Agents, and internal departments to identify timely resolutions to customer issues. • Being a customer champion and offering exceptional service, focused on first contact resolution. • Maintaining clear, accurate customer records, updating database records upon request. •… Show more • Providing quick and outstanding Customer Service through all channels. • Offering first line assistance to customers with technical and account related queries. • Working effectively with Team Leaders, Senior Agents, and internal departments to identify timely resolutions to customer issues. • Being a customer champion and offering exceptional service, focused on first contact resolution. • Maintaining clear, accurate customer records, updating database records upon request. • Working accurately with an eye for detail. • Monitoring ticket and call volumes at all times in order to meet first response time target. • Flagging/addressing any outstanding issues in order to prevent escalations. • Challenging internal processes and providing feedback to the management team. • Being accountable for ensuring the customers query/issue is resolved. Show less



NCR Corporation

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Help Desk Specialist

  • Jun 2015 - Jan 2017

  - Remotely servicing wide range of equipment such as: PC’s, thin clients, printers, hand held’s, portable printers. - Multi tasking between in/out calls, chats, escalations and various special projects, while helping out new colleagues and other teams if necessary. - Daily use of Remedy , D1, Putty , Office, and other applications and software in order to accomplish tasks and meet the deadlines. . - Working together with other teams in order to remotely resolve clients issue… Show more - Remotely servicing wide range of equipment such as: PC’s, thin clients, printers, hand held’s, portable printers. - Multi tasking between in/out calls, chats, escalations and various special projects, while helping out new colleagues and other teams if necessary. - Daily use of Remedy , D1, Putty , Office, and other applications and software in order to accomplish tasks and meet the deadlines. . - Working together with other teams in order to remotely resolve clients issue as quick as possible with as minimum down time as possible. - Creating a relationship with the client on every call in order to create maximum customer satisfaction. Show less - Remotely servicing wide range of equipment such as: PC’s, thin clients, printers, hand held’s, portable printers. - Multi tasking between in/out calls, chats, escalations and various special projects, while helping out new colleagues and other teams if necessary. - Daily use of Remedy , D1, Putty , Office, and other applications and software in order to accomplish tasks and meet the deadlines. . - Working together with other teams in order to remotely resolve clients issue… Show more - Remotely servicing wide range of equipment such as: PC’s, thin clients, printers, hand held’s, portable printers. - Multi tasking between in/out calls, chats, escalations and various special projects, while helping out new colleagues and other teams if necessary. - Daily use of Remedy , D1, Putty , Office, and other applications and software in order to accomplish tasks and meet the deadlines. . - Working together with other teams in order to remotely resolve clients issue as quick as possible with as minimum down time as possible. - Creating a relationship with the client on every call in order to create maximum customer satisfaction. Show less



Institute for Informatics and Statistics of the City of Belgrade

• IT Helpdesk

  • Jul 2012 - Oct 2014

  Helping employees with some of their computer needs,setting up new users and managing back-up, security and passwords,monitoring internet usage,applying company policies -Providing technical support and troubleshooting user problems on Windows XP/7/8 operating systems, by phone, program for remote access and if necessary on the spot. - Assembling, maintaining workstations -Installing Windows Operating Systems and applications -managing user backups on storage server -keeping… Show more Helping employees with some of their computer needs,setting up new users and managing back-up, security and passwords,monitoring internet usage,applying company policies -Providing technical support and troubleshooting user problems on Windows XP/7/8 operating systems, by phone, program for remote access and if necessary on the spot. - Assembling, maintaining workstations -Installing Windows Operating Systems and applications -managing user backups on storage server -keeping track of issued computer equipment -organization of employees in the Active Directory, adding,removeing,placing in correct organization groups and assigning rights according to their jobs and department -Antivirus Protection (Kaspersky Antivirus) installing, updating, preventive scanning and blocking/allowing access to certain sites according to company policy -maintaining network equipment ( swithes , hubs, routers, wireless routers ) -structured cabling

• IT Helpdesk-Intern

  • Jan 2012 - Jul 2012

  Helping employees with some of their computer needs,setting up new users and managing back-up, security and passwords,monitoring internet usage, applying company policies.