Matija Radic

As a French-speaking Training and Quality Assurance Specialist, I manage 30 customer care agents, focusing on performance monitoring, coaching, and maintaining high service standards. My role includes KPI reporting, analysis, and ensuring agents meet targets. I deliver ongoing training and support onboarding to drive customer satisfaction, operational excellence, and continuous improvement.

As a Junior Customer Care Agent (FR-BE-LUX), I handled high volumes of inquiries via phone, email, and chat, providing tailored assistance. I resolved issues with a focus on satisfaction and quality, collaborated with colleagues to share insights and improve processes, and managed escalations, serious complaints, and payment investigations, ensuring effective resolutions and protocol adherence.

Managed a high volume of customer inquiries for the HelloFresh project, providing tailored assistance via phone, email, and chat. Actively resolved customer issues while maintaining a strong focus on satisfaction and quality. Developed in-depth product knowledge to deliver accurate information.

Led a team at a 5-star hotel resort, focusing on customer service, optimizing reservations, and enhancing guest satisfaction. Contributed to revenue growth through strategic inventory management and upselling, while providing data-driven insights for continuous improvement.

As a Key Account Manager at a corporate travel agency, I excelled in relationship-building and understanding corporate clients' needs. I managed key accounts, tailored travel solutions, negotiated contracts, and utilized data analysis for reporting, contributing to client retention and business growth.

Tourist guide qualification for French, Italian, English and Croatian