Mile Pantic
@milepantic
Senior customer support and operations specialist, I drive complex escalations, workforce planning, and KPI-focused delivery.
SerbiaWhat I'm looking for
Ik ben een resultaatgerichte professional met ruime ervaring in high-volume customer care en operationele planning. Binnen drie maanden groeide ik door naar Ambassador (Level 2 Agent), waar ik verantwoordelijk ben voor complexe escalaties, autonome besluitvorming over compensaties en end-to-end afhandeling van dossiers met externe leveranciers (vendors).
Daarnaast heb ik bewezen impact geleverd in senior rollen bij TaskUs (Zalando) en Heloo (Zalando), inclusief het zijn van aanspreekpunt voor complexe casussen en het ondersteunen van teams. Ik combineer sterke analytische vaardigheden met een technische achtergrond in installatietechniek (CV & gas), en ik stuur workforce scheduling en KPI-rapportage aan voor teams van 50-120 medewerkers.
Experience
Work history, roles, and key accomplishments
Ambassador Level 2 Agent
About You
Feb 2025 - Present (1 year 2 months)
Promoted to a Level 2 agent within three months for strong performance. Handle complex escalations, make autonomous compensation decisions, and coordinate with external vendors to manage cases end-to-end.
Delivered high-quality customer service for premium automotive brands (Free2move & Mercedes). Managed customer inquiries and supported resolution through the applicable support channels.
Progressed into a senior role as the point of contact for complex cases and escalations. Owned weekly workforce planning for 50–120 employees (08:00–22:00) and reported KPI progress to headquarters in Berlin.
Customer Care Specialist
Heloo
Sep 2022 - Jan 2024 (1 year 4 months)
Resolved 50–100+ customer inquiries per day under high pressure via phone, email, and chat. Supported timely, accurate outcomes for customer questions and issues.
Statements Support II
Spendlab Recovery
Investigated accounts payable/creditor administration using statement analysis. Supported recovery-related case work through document and data examination.
Operations Coordinator
Trevvel Rotterdam
Pre-planned transport routes for patients and elderly. Optimized routes to support scheduling and operational efficiency.
Education
Degrees, certifications, and relevant coursework
Installatietechniek (CV & Gas)
Installatietechniek (CV & Gas)
2000 - 2004
Gespecialiseerd in aanleg en onderhoud van cv-gasinstallaties en technische service van 2000 tot 2004.
Nieuwendam College
Bouwtechniek
1998 - 2000
Opleiding in bouwtechniek aan Nieuwendam College van 1998 tot 2000.
Availability
Location
SerbiaAuthorized to work in
Job categories
Skills
Interested in hiring Mile?
You can contact Mile and 90k+ other talented remote workers on Himalayas.
Message MileFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
