At Hyperoptic LTD, I lead Quality & Training team operations and plan workloads, coaching, and employee growth. I monitor KPI performance and analyze quality data to identify opportunities to improve service and team efficiency.
I also coordinate onboarding, technical, upskill, mentor, and soft skills training initiatives. I work with Operations Managers and the Head of Customer Service to maintain customer experience standards, and participate in company-wide training and operational improvement projects.
Previously at Hyperoptic LTD, I evaluated customer interactions across calls, chats, and tickets, delivered training, and created and updated materials to meet business requirements. I also coached team members and recommended improvements to operational procedures.
Earlier, I supported customers at Hyperoptic LTD and EAP Shared Services, including advanced technical support, escalated cases, bookings, and flight reservations. At Delfi Bookstore, I progressed from Sales Advisor to Store Manager Coordinator and Store Manager, supporting store operations, team activities, and promotional events related to the Belgrade Book Fair.
