Nemanja Petrovic

•Provided first-level technical support to both internal and external customers for NCR and third-party products, services, and equipment. •Utilized various official communication channels, including email, instant messaging, phone, and live chat, to interact with customers and address their needs. • Identified customer issues by verifying customer details, entitlement levels, affected products, and the nature of the problem. •Gathered detailed information on technical issues, creating new incident tickets or updating existing ones in the Incident Tracking System. •Documented issues thoroughly, reviewed incident history, and identified recurring faults to enhance service quality. •Resolved incidents by following official processes and procedures, restoring products and services to normal operating conditions. •Performed comprehensive Level 1 troubleshooting as per current documentation and escalated unresolved issues to Level 2 Support. •Handled escalations from various teams, including Account Support and Sales, and escalated complex issues to specialized support teams. •Ensured customer satisfaction by adhering to Customer Care/Satisfaction Protocols and maintaining high service standards. •Contributed to the optimization of support processes by actively participating in process improvement initiatives and knowledge documentation. •Engaged in personal development by reviewing feedback, applying learning opportunities, and enhancing workflow efficiency. •Acted as a collaborative team member, participating in meetings, objective setting, performance management, and recognition programs. •Supported special projects assigned by leadership, performing duties that contribute to business operations beyond primary responsibilities.

•Conducted comprehensive performance evaluations and developed strategies to enhance project efficiency and effectiveness. •Designed and implemented targeted training programs to ensure new employees were fully equipped to meet job requirements. •Managed the creation and ongoing adjustment of staff schedules to align with company needs and staff availability. •Updated the Customer Support database to reflect procedural changes and ensure seamless service delivery. •Addressed and resolved escalated customer issues with a focus on experienced and tactful problem-solving. •Served as the primary point of contact and established a collaborative relationship with the client's executive teams. •Led the Serbian employee team, facilitating weekly and daily meetings to drive performance and conduct upskilling sessions.

•Rapidly progressed from Level 1 to Level 2 Customer Support Specialist based on expertise and skill set •Promoted to Team Lead, demonstrating leadership and advanced problem-solving capabilities •Selected as a personal assistant to several managers, fulfilling a semi managerial role and enhancing operational efficiency •Appointed as the primary point of contact for clients, ensuring tailored support and platform adjustments as needed •Delivered timely, professional customer support for the complex Grip platform, handling a wide range of issues from registration to complete platform overhauls •Utilized Zendesk for effective user communication and Jira for issue escalation to the development team •Maintained constant liaison with development and client success teams to provide optimal user experiences during events •Achieved full compliance with Service Level Agreements (SLAs), ensuring client satisfaction and contract adherence •Operated as an assistant manager/account success member, directly resolving client platform issues in real-time •Managed daily updates to the business networking platform, addressing its evolving and composite functionality •Compiled and communicated extensive reports to clients, offering regular updates on platform performance and user engagement •Created a comprehensive customer support database, enhancing the training process for future customer service employees •Developed written guides and video tutorials for the customer support database, facilitating efficient issue resolution •Authored user-friendly articles aimed at reducing incoming support tickets by improving user navigation on the platform

•Delivered high-quality player and customer support for clients in a professional manner, addressing issues effectively and constructively. •Maintained constant communication with the Team Leader and team members to ensure adherence to protocols and collaborative problem solving. •Assisted fellow agents and engaged with upper management to contribute to a supportive work environment and continuous improvement. •Prioritized critical requests and managed tasks to meet service level agreements and contractual obligations. •Monitored key performance indicators (KPIs) to ensure the achievement of satisfactory service metrics. •Kept abreast of the latest procedures and policies, tracked updates, and seamlessly integrated changes into daily operations. •Provided constructive feedback on current policies, advocating for enhancements to benefit both the company and clients. •Selected for the Quality Assurance (Q&A) team to accelerate service delivery and support the development of less experienced agents. •Led training sessions for new employees, fostering a knowledgeable and skilled customer support team.

•Coordinated service activities for Customer Engineers within a designated geographic territory, ensuring efficient assignment and prioritization of work orders. •Monitored work order progress to guarantee timely service delivery in compliance with contractual obligations. •Escalated issues to Team Leaders or Territory Managers when work orders risked exceeding specified response or resolution times. •Recorded and maintained detailed problem information using desktop tools to support issue resolution processes. •Collaborated with other Service Coordinators to manage engineer resources across territories, addressing skill or resource gaps as needed. •Maintained consistent and effective communication with engineers, obtaining updates on work order status to ensure ongoing progress. •Managed the transmission of necessary messages to Customer Engineers within the territory, facilitating clear and timely information flow. •Scheduled and coordinated customer installation activities, ensuring smooth execution and customer satisfaction.

•Conducted daily maintenance and evaluation of factory storage to ensure efficient stockpile management and quality control •Managed inventory levels by ordering necessary merchandise in a timely manner •Executed accurate and organized filing of all related paperwork for inventory and orders •Performed extended fieldwork to facilitate the prompt delivery of requested goods to various locations

•Engaged with customers to address inquiries and fulfill requests, ensuring a high level of satisfaction and service excellence. •Delivered comprehensive presentations on brand and product features, enhancing customer understanding and interest. •Managed all necessary documentation efficiently throughout customer transactions, maintaining accuracy and compliance. •Provided knowledgeable assistance, resolving customer issues promptly and building trust in the brand. •Maintained up-to-date expertise on product offerings to provide accurate information and recommendations to customers.

•Delivered personalized fitness training and coaching to a diverse client base, ensuring individual client goals were met with tailored exercise programs. •Provided expert guidance on proper exercise techniques and injury prevention to enhance client safety and workout effectiveness. •Managed and reconciled monthly gym membership payments, maintaining accurate financial records. •Ensured seamless client experiences by addressing inquiries and providing exceptional customer service. •Oversaw the maintenance of accounting books, verifying that all transactions were recorded correctly and promptly.

Ensured the safety and security of clients and employees through vigilant monitoring and proactive measures •Assisted clients with inquiries and requests, facilitating a seamless communication flow with bank management personnel •Collaborated with the cashier's desk to streamline client service operations, enhancing response times and customer satisfaction •Maintained a secure and welcoming environment for all bank patrons, contributing to a positive customer experience

•Conducted daily maintenance checks to ensure the optimal organization and functionality of factory storage systems. •Executed meticulous inventory control, documenting product levels and updating inventory management software accordingly. •Managed the ordering process for replenishing stock, ensuring consistent availability of required merchandise. •Upheld strict adherence to safety and quality standards during storage maintenance and inventory handling.