Open to opportunities

Caci Temelkovska Gjorgievska

@cacitemelkovskagjorg

Message

Dynamic customer service leader with expertise in team management.

North Macedonia

Message

What I'm looking for

I am looking for a role that values team collaboration and offers opportunities for professional growth.

I am a dedicated professional with over six years of experience in customer service and team management. My journey began as a Customer Service Representative, where I honed my communication and problem-solving skills. I have since progressed to leading remote teams, significantly improving customer satisfaction scores and operational efficiency.

In my most recent role as a Customer Service Team Lead at TaskUs, I successfully led a team of over 15 agents, enhancing customer satisfaction by 15% within just six months. My focus on quality assurance and process optimization has allowed me to deliver exceptional results while fostering a collaborative team environment. I am passionate about mentoring and developing talent, ensuring that my team is equipped to meet and exceed service standards.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Team Lead

Current

TaskUs

Apr 2024 - Present (1 year 2 months)

Led a remote team of 15+ agents, significantly improving CSAT by 15% and reducing response time by 30% within six months. Conducted weekly performance reviews, coaching sessions, and quality assurance audits to ensure adherence to service standards. Collaborated with cross-functional teams to refine onboarding and support workflows, driving operational efficiency.

Team Leadership Performance Management Quality Assurance Coaching Workflow Optimization SLA Management Customer Service

Host Relation Specialist

TaskUs

Jun 2021 - Apr 2024 (2 years 10 months)

Delivered high-level customer service, fostering strong relationships between customers and hosts to maintain loyalty. Managed complex escalations and ensured timely, satisfactory resolutions, consistently contributing to high CSAT scores.

Customer Service Relationship Management Escalation Management CSAT Problem Solving Conflict Resolution

Customer Service Representative

Lycamobile Group

Jan 2020 - Jun 2021 (1 year 5 months)

Provided comprehensive customer service support in a fast-paced call center environment, focusing on enhancing customer satisfaction and loyalty. Demonstrated strong communication and organizational skills to effectively resolve diverse customer issues.

Customer Service Call Center Operations Customer Satisfaction Communication Organizational Skills Data Entry

Marketing Consultant

Inboks Training Centar

Sep 2019 - May 2020 (8 months)

Created and executed impactful marketing campaigns designed to increase customer engagement and brand visibility. Utilized various digital tools and platforms to achieve strategic marketing objectives.

Marketing Campaigns Customer Engagement Digital Marketing Strategic Planning Market Research Content Marketing

Social Media Marketing Consultant

Macedonian Red Cross

May 2019 - Present (6 years 1 month)

Developed and implemented effective social media strategies, focusing on enhancing customer loyalty and engagement through targeted digital marketing efforts. Managed content creation and campaign execution to boost online presence and community interaction.

Social Media Strategy Digital Marketing Customer Engagement Content Creation Campaign Management Community Management Brand Awareness

Call Center Representative

One Contact TECH

Jan 2018 - Jan 2020 (2 years)

Provided quality customer service, effectively addressing customer concerns and ensuring high satisfaction levels. Demonstrated strong problem-solving abilities and clear communication to resolve issues efficiently.

Customer Service Call Center Operations Customer Satisfaction Problem Solving Communication Data Entry

Teacher of French

School

Sep 2013 - Present (11 years 9 months)

Taught French language and culture to students, developing comprehensive lesson plans and fostering an engaging classroom environment. Implemented diverse teaching methodologies to cater to various learning styles and assessed student progress effectively.

Curriculum Development Lesson planning Classroom Management Assessments

Education

Degrees, certifications, and relevant coursework

Quality Analyst Preparatory Academy (QAPA)

Preparatory Academy, Quality Analysis

Activities and societies: Skills Acquired: Root Cause Analysis, Analytics, 5 Whys, 7 QC Tools, Cause & Effect Diagram, Fishbone

Completed the Quality Analyst Preparatory Academy, acquiring expertise in Root Cause Analysis, Analytics, and various Quality Control Tools. Focused on methodologies like 5 Whys, 7 QC Tools, Cause & Effect Diagram, and Fishbone for problem-solving.

Operational Manager Preparatory Academy by TaskUs (OMPA)

Preparatory Academy, Operational Management

Activities and societies: Skills Acquired: Root Cause Problem Solving, Communication, Business Analysis, Customer Service Operations, Digital Marketing

Engaged in the Operational Manager Preparatory Academy by TaskUs, developing skills essential for operational excellence. Acquired knowledge in Root Cause Problem Solving, Business Analysis, and Customer Service Operations.

Professional Team Leader Preparatory Academy by TaskUs

Preparatory Academy, Team Leadership

Activities and societies: Skills Acquired: Team Management, Mentoring, Workload Prioritization, Project Management, Team Motivation, Time Management

Participated in the Professional Team Leader Preparatory Academy by TaskUs, focusing on enhancing leadership capabilities. Gained proficiency in Team Management, Mentoring, Workload Prioritization, and Project Management.

Brainster

Course, Digital Marketing

Activities and societies: Skills Acquired: Digital Marketing, Social Media Strategy, Lead Generation, Communication

Completed a Digital Marketing course at Brainster, focusing on key aspects of online promotion. Developed skills in Digital Marketing, Social Media Strategy, and Lead Generation.

University of St. Cyril and Methodius

Bachelor's Degree, French Language and Literature

Studied French Language and Literature, gaining a comprehensive understanding of linguistic principles and literary analysis. Developed strong communication and analytical skills through rigorous academic coursework.