
Jelena Marković
Customer Care Specialist
Salary / Daily rate
Belgrade, Serbia
Freelance, open to permanent contract
Skills
Languages
About me
Intro
Customer care specialist with 7+ years in marketing, data analysis & client relations. Expert in social media strategy, content creation & CRM management with proven track record in customer satisfaction & team leadership. Psychology graduate delivering data-driven solutions that boost brand visibility & customer retention.
Work experience
Customer Care Specialist
DokTok
Aug 2024 - Present
2 years 3 months
Belgrade, Serbia
• 📞 Maintaining internal and external communication with project stakeholders, providing continuous support and contributing to project improvement. • 🤝 Managing the onboarding process for new partners and clients. • 🔧 Coordinating operational activities in project implementation. • 📊 Conducting data analysis and reporting to support strategic decision-making. • 📅 Participating in the planning and execution of social media campaigns. • 💼 Supporting fundraising activities and resource acquisition.
Foundever
Oct 2022 - Aug 2024
1 year 11 months
Belgrade, Serbia
Content Creator & Customer Support Representative
Apr 2024 - Aug 2024
5 months
Belgrade, Serbia
• 📞 Handle customer inquiries and issues via phone, email, and chat in a professional, kind, and timely manner. • 🛠️ Troubleshoot and resolve customer problems efficiently, ensuring high levels of customer satisfaction. • 📝 Create and maintain comprehensive documentation of customer interactions and solutions. • 🤝 Collaborate with cross-functional teams to address customer needs and enhance the overall customer experience. • 🌟 Develop engaging content for social media, blogs, newsletters, and other digital platforms to boost brand visibility and engagement. • 📊 Stay up-to-date with industry trends and customer feedback to continuously improve support processes and content strategies.
Customer Service Representative
Oct 2022 - Aug 2024
1 year 11 months
• 📞 Handle a high volume of customer inquiries via phone, email, and chat, delivering prompt and accurate resolutions to issues. • 🤝 Build and maintain strong relationships with customers, ensuring satisfaction and loyalty to the company's products and services. • 🛍️ Assist customers with product information, order placement, billing inquiries, and returns, maintaining a positive and professional demeanor. • 🔍 Conduct product research and provide personalized recommendations to customers based on their needs and preferences. • 🛠️ Resolve customer complaints and issues efficiently, taking ownership and escalating as needed to ensure swift resolution. • 🔄 Collaborate with cross-functional teams, including sales, technical support, and logistics, to address complex customer issues and provide comprehensive solutions. • 🗂️ Maintain accurate records of customer interactions and transactions in the CRM system, generating reports to identify trends and areas for improvement. • 🎯 Consistently achieve and exceed performance targets, including call quality, response time, and customer satisfaction ratings.
Social Media Marketing Manager
FreelanceFreelance
Feb 2017 - Jul 2022
5 years 6 months
Remote, OR 97458, USA
• 📈 Develop and implement comprehensive social media strategies for clients to boost brand visibility, engage target audiences, and drive website traffic and conversions. • 🎨 Create and curate compelling content, including graphics, videos, and posts, for platforms like Facebook, Instagram, Twitter, LinkedIn, and YouTube. • 📅 Manage social media accounts, including content planning, scheduling, publishing, and monitoring, ensuring consistent brand messaging, tone, and voice. • 🔍 Conduct competitive analysis and market research to identify growth opportunities, stay updated on industry trends, and adapt strategies accordingly. • 📊 Monitor and analyze social media performance with analytics tools, providing clients with regular reports and actionable insights for optimization. • 💡 Collaborate with clients to develop and execute social media advertising campaigns, handling budget allocation, targeting, ad creation, and performance tracking. • 💬 Engage with followers, respond to comments and messages, and maintain a positive online reputation for clients.
Sales Leader
Avon
Jan 2015 - Jan 2017
2 years 1 month
Serbia · On-site
• 📈 Developed and executed sales strategies and tactics to drive revenue growth and market share, aligned with company objectives and market trends. • 🔍 Conducted market research, competitive analysis, and customer segmentation to identify new business opportunities and create targeted sales plans. • 🤝 Built and nurtured relationships with key accounts, distributors, and stakeholders to drive sales, foster loyalty, and ensure customer retention. • 🎯 Provided coaching, training, and mentorship to sales team members to enhance their skills, performance, and motivation. • 📊 Monitored and analyzed sales performance, customer feedback, and market trends, delivering data-driven insights and recommendations for continuous improvement. • 💻 Utilized sales tools and technologies to streamline sales processes, track activities, and manage the sales pipeline effectively.
Education
Filozofski fakultet u Nišu
Psychology
2019 - 2024
5 years 7 months
Gymnasium "Bora Stankovic"
High School Diploma
2015 - 2019
4 years 1 month