Experience

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• Serbia
• Wellness and Fitness Services
• 1 - 100 Employee

• Technical Support Customer Service Manager

  • Mar 2015 - Present

  •Monitoring services over cable network such as cable internet, analog and digital tv, voip, together with monitoring network equipment•Developing tools for network monitoring and network maintenance•Supporting provisioning system: Cisco CNR and servers included•Managing technical customer support teams of 20 employees•Escalation Point of Contact - comprehensive care to clients in all matters of technical services such as customer requests, claims, complaints and modifications.•Increasing customer satisfaction by improving our customer communication, focusing on improving how we communicate with our customers -social media integration, webpage updates and improvements, customer newsletters, •Motivating employees and creating incentive programs including enhancements on how we work together as a team to accomplish our goals.•Managing organizational knowledge as a strategic asset to further an organization’s goals, increase profitability and growth through higher efficiency in knowledge sharing and innovation Show less

• Technical Support Specialist

  • Mar 2014 - Mar 2015

  •Part of a team that provides internal and external customers with technical support via telephone, e-mail and onsite visits•Provided expertise for technical and application issues•Created cases/tickets and raised work orders for the field service engineers and ensured that both internal and external information are accurate, precise and properly documented.•Involved in the design and activation of case database (CRM) which is used to record all cases/ticket and provides dynamic analytical trending reports.• on-the-job training and coaching to the technical support team members to improve the company’s overall technical customer service. Show less