Open to opportunities

Marijana Vlahovic

@marijanavlahovic

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Salesforce Certified Consultant with expertise in customer support operations.

Serbia

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What I'm looking for

I am looking for opportunities that allow me to leverage my Salesforce expertise while contributing to team success and organizational growth.

I am a Salesforce Certified Consultant with a robust background in customer support and operations. Currently, I lead the Salesforce team at DASSOM DIGITAL, where I oversee the implementation and management of Salesforce solutions tailored to meet client needs. My role involves collaborating with cross-functional teams to gather requirements, customize Salesforce, and provide training to ensure smooth adoption of the platform.

Throughout my career, I have demonstrated a proven track record of optimizing Salesforce organizations, introducing improvements, and educating stakeholders on best practices. My experience as a Senior Product Manager at SKS365 Group allowed me to define and execute a comprehensive Salesforce roadmap, significantly enhancing operational efficiency and user experience. I am passionate about leveraging my Salesforce expertise to drive success and contribute to organizational growth.

Experience

Work history, roles, and key accomplishments

Current

Salesforce Consultant

Current

DASSOM DIGITAL

Aug 2023 - Present (1 year 10 months)

As a Salesforce Consultant, I lead the Salesforce team, managing implementation and customization for clients. I provide training and support to users, ensuring effective adoption of the platform while optimizing Salesforce operations.

User Training Cross Functional Collaboration Cloud Computing Salesforce Administration Process Optimization

Senior Product Manager

SKS365 Group

May 2022 - Aug 2023 (1 year 3 months)

In my role as Senior Product Manager, I defined and executed the Salesforce Service and Sales Cloud roadmap, optimizing the Salesforce org and enhancing operational efficiency through strategic improvements.

Salesforce Service Cloud Roadmap Development Efficiency Improvement Process Improvement Salesforce Administration Customer Operations Management Team Leadership Strategic Planning

Head of Online Operations

SKS365 Group

Oct 2018 - May 2022 (3 years 7 months)

Oversaw the Customer Operations center, managing teams in Online Customer Service, Payments, and Fraud. Implemented strategies that improved customer satisfaction and streamlined operations.

Customer Operations Management Team Leadership Salesforce Administration Customer Satisfaction Fraud Management Payment Processing Implementation Strategy Performance Metrics

Head of Salesforce Operations

SKS365 Group

Dec 2018 - Oct 2019 (10 months)

Managed a high-performing Salesforce Admin team, implementing best practices and optimizing the Salesforce org to enhance productivity and reduce errors.

Salesforce Administration Team Management Process Optimization Data Governance Strategic Planning Cross Functional Collaboration Productivity

Head of Project Management

SKS365 Group

Jan 2018 - Dec 2018 (11 months)

Led project management activities within Customer Operations, successfully implementing a CTI telephony product and transitioning to Salesforce Service Cloud.

Project Management CTI Salesforce Transition Cross Functional Collaboration Risk Management Stakeholder Engagement

Customer Care Acting Manager

SKS365 Group

Oct 2014 - Dec 2017 (3 years 2 months)

Oversaw daily operations of the customer care department, leading a team to enhance customer satisfaction and retention through effective strategies and training programs.

Team Leadership Policy Implementation Performance Metrics Customer Retention Communication Skills Problem Solving

Customer Care Agent

SKS365 Group

Jan 2012 - Oct 2014 (2 years 9 months)

Provided exceptional customer service as a Customer Care Agent, resolving inquiries and ensuring high levels of satisfaction through effective communication.

Customer Service Communication Skills Service Delivery Team Collaboration Time Management

Education

Degrees, certifications, and relevant coursework

DASSOM DIGITAL

Salesforce Consulting

2023 -

Led the Salesforce team at DASSOM DIGITAL, overseeing all aspects of Salesforce implementation and management for clients. Provided training and support to Salesforce users, ensuring smooth adoption and utilization of the platform.

SKS365 Group

Operations Management

2019 - 2022

Oversaw and managed the Customer Operations center, including Online Customer Service, Payments and Fraud, and Salesforce Administration teams, ensuring efficient and effective operations. Implemented customer service strategies that resulted in a 15% improvement in customer satisfaction and NPS ratings.

SKS365 Group

Salesforce Administration

2018 - 2019

Led and managed a high-performing Salesforce Admin team, successfully implementing and maintaining the company's Salesforce org to meet business needs. Collaborated with cross-functional teams to identify and address key business requirements, leveraging Salesforce capabilities to drive operational efficiency.

SKS365 Group

Customer Care Management

2014 - 2017

Acted as the Customer Care Manager, overseeing and managing the daily operations of the customer care department. Led a team of customer care representatives, providing guidance and support to ensure excellent customer service. Implemented strategies to improve customer satisfaction and retention, resulting in a 15% increase in customer loyalty.

SKS365 Group

Customer Service

2012 - 2014

Provided exceptional customer service and support as a Customer Care Agent at SKS365 Group. Resolved customer inquiries and issues promptly and effectively, ensuring high levels of customer satisfaction. Demonstrated strong communication skills in handling customer interactions via phone, email, and chat.