Team Manager

• Jul 2020 - Present

Tasks and responsibilities:- Overseeing the initial phase of the onboarding of new clients- Supporting and mentoring team leaders- Supporting the teams indirectly through the team leaders as well as directly- Regular KPI alignments with the clients- Proposing and creating action plans, projects, operational developments and handling ad hoc issues- Information exchange for capacity and planning (Initial Workforce Management contact for the clients)- Constant analysis of the data and monitoring of the implemented measures- Reporting of data- Project quality assurance- First level B2B escalation contact for the clients- Approving invoice calculations- Renegotiating new contractsClients/accounts managed: 16 (7 active at the moment): Zalando, EGYM, Caseable, Monoprice and others (the names are under NDAs)Team leaders managed: 25+ (10 active at the moment)

Customer Care Team Lead

• Sep 2018 - Jun 2020

Leading a team from day one consisting of up to 43 Dutch and English speaking customer care specialists covering the Dutch, British and Norwegian market for Q Experience's client Zalando and assuring all KPI's are met while maintaining high quality, great atmosphere and optimum performance.The team consists of in office workers and remote workers.

Customer Care Team Lead

• Apr 2018 - Aug 2018

Leading a team consisting of up to 35 Dutch, French and Spanish speaking customer care specialists covering the Belgian, Dutch, French and Spanish market for Q Experience's client Flixbus and assuring all KPI's are met while maintaining high quality, great atmosphere and optimum performance.

Shift Lead

• Nov 2017 - Mar 2018

Assuring the smooth functioning of an operational shift consisting of 30-70 customer care specialists working on 15 different markets for Q Experience's client Flixbus.

Customer Care Specialist

• Jul 2017 - Oct 2017

Providing e-mail, phone and social media support to the customers of Q Experience's client Flixbus on the Croatian, Dutch and Belgian market.

Television Critic

• May 2016 - Jun 2017

MA Student Archaeologist

• Jun 2015 - Jun 2015

I've participated in the excavation on the archaeological site "Tilurium" in Gardun, Croatia. I've participated in the excavation on the archaeological site "Tilurium" in Gardun, Croatia.

Member of the Electoral Commision

• Dec 2014 - Jan 2015

I've served as a member on one of the Electoral Commissions in Sisak, Croatia during the Croatian presidential election. I've served as a member on one of the Electoral Commissions in Sisak, Croatia during the Croatian presidential election.

Croatian to English Translator

• Jun 2014 - Jul 2014

I've translated Croatian into English for the company during the FIFA World Cup 2014. I've translated Croatian into English for the company during the FIFA World Cup 2014.

Member of the Electoral Commission

• Dec 2013 - Dec 2013

I've served as a member on one of the Electoral Commissions in Sisak, Croatia during the Croatian constitutional referendum. I've served as a member on one of the Electoral Commissions in Sisak, Croatia during the Croatian constitutional referendum.

BA Student Archaeologist

• Sep 2013 - Sep 2013

I've participated in the excavation on the archaeological site "Sv. Kvirin" in Sisak, Croatia. I've participated in the excavation on the archaeological site "Sv. Kvirin" in Sisak, Croatia.

Assistant Member of the Electoral Commission

• Dec 2011 - Dec 2011

I've served as an assistant member on one of the Electoral Commissions in Sisak, Croatia during the Croatian parliamentary election. I've served as an assistant member on one of the Electoral Commissions in Sisak, Croatia during the Croatian parliamentary election.

Assistant Member of the Electoral Commission

• Dec 2009 - Jan 2010

I've served as an member on one of the Electoral Commissions in Sisak, Croatia during the Croatian presidential election. I've served as an member on one of the Electoral Commissions in Sisak, Croatia during the Croatian presidential election.

Courier

• Jul 2006 - Apr 2009

For the most of my high school education, I've worked as a courier, delivering things, for example water bills, to people. For the most of my high school education, I've worked as a courier, delivering things, for example water bills, to people.