Open to opportunities

Davor Martinovic

@davormartinovic

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IT graduate and assistant manager with expertise in customer support.

Zimbabwe

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What I'm looking for

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

I am a dedicated professional with a strong background in customer service and technical support. My experience includes successfully training and onboarding new employees, which resulted in a remarkable 39% increase in new agent efficiency. I pride myself on my strong interpersonal and project management skills, always focusing on delivering high-quality service in fast-paced environments.

In my role as an Assistant Manager at GovAssist, I created a new training program that has become a standard within the organization, significantly enhancing productivity. I supervised a team of 17 visa specialists, ensuring consistent delivery of high-quality service while managing daily operations and resolving complex customer inquiries efficiently. My commitment to process improvement and performance tracking has led to improved accountability and team results.

With a Master’s degree in Information Technology from Vitez University, I have a solid foundation in technical skills, including Microsoft Azure, HTML, CSS, and JavaScript. I am passionate about leveraging my expertise to contribute to a dynamic team and drive success in customer support and project management.

Experience

Work history, roles, and key accomplishments

Current

Assistant Manager

Current

GovAssist

Apr 2024 - Present (1 year 2 months)

Created and implemented a new training program that significantly increased new agent productivity. Supervised a team of 17 Schengen visa specialists, ensuring high-quality service delivery in a fast-paced environment. Managed daily operations, including escalated customer inquiries and complex visa application issues.

Performance Tracking Team Leadership Project Management Quality Assurance Interpersonal Skills

Schengen Visa Specialist

GovAssist

Nov 2023 - Apr 2024 (5 months)

Specialised in obtaining Schengen visas for clients, requiring in-depth knowledge of EU immigration law and visa policy. Conducted research to update company databases, ensuring accurate and up-to-date information for the organization.

Immigration Law Research Database Management Customer Support Documentation Management

Customer Service Representative

GovAssist

Sep 2023 - Nov 2023 (2 months)

Consistently met and exceeded customer service KPIs, ensuring high customer satisfaction and a positive company reputation. Proficiently used CRM and ticketing software to manage and track customer inquiries and issues.

Customer Service KPI Tracking CRM Software Ticketing Software Customer Satisfaction Quality Assurance

Product QA Tester

Gourban

Feb 2022 - Aug 2022 (6 months)

Manually tested a mobility application for an Austrian transportation company, covering various transport modes. Performed real-world testing using an electric scooter to verify app functionality. Gained basic experience with automation testing using Cypress.

Manual Testing Quality Assurance Mobile App Testing Cypress Automation Testing

Education

Degrees, certifications, and relevant coursework

VITEZ UNIVERSITY

Master of Science, Information Technology

Grade: 2:1

Activities and societies: Thesis: Digital video production with special emphasis on Adobe system technologies; Publications: Analysis of social networks as a digital marketing tool

Completed a Master of Science in Information Technology, focusing on digital video production with special emphasis on Adobe system technologies. Researched and published an analysis of social networks as a digital marketing tool.