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Jasmina Kukuljac

@jasminakukuljac

Customer Support Team Leader on Helpling UK's marketplace, handling complex customer and service-provider disputes and coordinating a team of five.

Germany

Message

On Mplus Sarajevo’s Helpling UK project, I supported customers and service providers across email, telephone and SMS, handling complex complaints and escalations. I was promoted to Team Leader in 2022, coordinated shifts and workloads, and supported a team of five customer support agents.

Earlier, I managed reception, reservations, guest enquiries, invoices and payments at Hotel Michele, Hotel Herc and Hotel Berr. I’ve also supported hotel bookings through Booking.com, TripAdvisor and Expedia, and worked remotely using Freshdesk, Zendesk, Slack, Microsoft Office and Google Workspace.

Experience

Work history, roles, and key accomplishments

Team Leader / Customer Support Specialist

Mplus Sarajevo – Helpling UK Project

Feb 2019 - Apr 2023 (4 years 2 months)

Provided customer and service-provider support for the UK Helpling online marketplace via email, telephone and SMS. Promoted to Team Leader in 2022, managing a team of five agents and coordinating shifts and daily workload.

Customer Support Complaint Handling Escalation Management Team Leadership Shift Planning Freshdesk Zendesk Slack Microsoft Office Google Workspace Remote Work

Nail Technician

Nail Salon & Solarium Maja

May 2018 - Feb 2019 (9 months)

Provided professional manicure and pedicure services, including gel polish, soft gel, hard gel and nail extensions. Managed appointments and maintained positive relationships with regular clients.

Manicure Pedicure Gel Polish Soft Gels Hard Gel Nail Extensions Customer Service Appointment Management

Hotel Receptionist

Hotel Michele

Sep 2016 - May 2018 (1 year 8 months)

Managed front-desk operations including check-ins, check-outs, reservations and guest enquiries. Handled guest communication via email, telephone and in person, and processed payments and invoices.

Front Desk Operations Reservations Booking.Com Trip Advisor Guest Communication Payment Processing Invoicing Problem Solving

Head of Reception

Hotel Herc

Dec 2015 - Sep 2016 (9 months)

Managed daily reception operations, guest communication and reservations. Organized employee shifts, prepared invoices and payments, and coordinated with housekeeping and other departments.

Reception Management Reservations Booking.Com Trip Advisor Expedia Invoicing Payment Handling Shift Coordination Administrative Support

Hotel Receptionist

Hotel Berr

Feb 2015 - Dec 2015 (10 months)

Managed guest check-ins, check-outs, reservations and general reception duties. Handled guest communication and processed payments and invoices.

Front Desk Operations Reservations Booking.Com Trip Advisor Guest Communication Payment Processing Invoicing

Sales Assistant / Cashier

Konakovic Grocery Store

Jun 2013 - Aug 2014 (1 year 2 months)

Served customers and operated the cash register, processing cash and card payments. Ordered and received merchandise, restocked shelves and assisted customers with product enquiries.

Cash Handling Customer Service Stock Management Merchandising Point of Sale