I am an experienced Customer Experience Manager with a strong background in leadership, management, and IT. With a Bachelor's degree in Economics and Management and a Diploma in Computer and Web Design, I have developed a solid foundation in these areas. Throughout my career, I have successfully developed and maintained a portfolio of key accounts, resolving client complaints promptly and building strong relationships. I have a keen eye for analyzing customer feedback and data to identify pain points and improve the customer journey. Additionally, I have a proven track record in monitoring and measuring key performance indicators related to customer satisfaction, retention, and loyalty.
In my previous role as a Business Manager, I negotiated and closed business deals with B2B clients, created new sales pipelines, and worked with existing clients to build a constant sales flow. As a Customer Service Representative, I provided proactive customer outreach, resolved issues, and provided information and services through various channels of communication. As a Logistics Officer, I prepared orders and ensured timely delivery of products to clients. I also have experience as a KYC/AML Specialist, conducting due diligence on new clients and maintaining tracking records of existing clients. Additionally, I have worked as an Administrative Secretary, handling office correspondence and organizing meetings, and as a Sales Development Representative, generating leads and maintaining client relationships.
Throughout my career, I have demonstrated strong computer skills, including proficiency in Microsoft Office, Office 365, HTML, CSS, and PHP. I am experienced in using CRM software such as Jira, Fresdesk, Zendesk, and Slack. I am adaptable to new environments and have excellent communication skills. I am proactive, able to multitask, and meet deadlines. I have a strong attention to detail and can produce comprehensive documentation. I am fluent in English and French, with intermediate proficiency in Croatian.
