Open to opportunities

Nejla Kajtezovic

@nejlakajtezovic

Message

Experienced customer experience manager with a focus on leadership.

United States

Message

What I'm looking for

I am looking for a leadership role that fosters growth and innovation.

I am a seasoned professional with over 13 years of experience in leadership, project management, and customer-centric operations. My career has been dedicated to driving revenue growth, streamlining processes, and nurturing high-performance teams. Currently, I serve as a Customer Experience Manager at HomeSafe Alliance, where I lead a team of 60 direct reports, focusing on optimizing customer service processes and ensuring compliance with industry standards.

Throughout my career, I have successfully managed large teams and complex projects, contributing to significant revenue increases and customer satisfaction improvements. My expertise lies in analyzing performance metrics, implementing process improvements, and collaborating with cross-functional teams to align operations with organizational goals. I am passionate about fostering a culture of continuous learning and professional development, ensuring that my teams are equipped with the skills and knowledge needed to excel in a dynamic work environment.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Manager

Current

HomeSafe Alliance

Sep 2023 - Present (2 years)

Led a team of 60 direct reports and 4 supervisors, monitoring call metrics and analyzing data to identify trends and areas for improvement. Ensured compliance with CRM and NICE CX, resolved escalated issues, and continuously improved processes to enhance efficiency and the overall customer experience.

KPI Analysis CRM Process Improvement Budget Management Technology Management Cross Functional Collaboration Hiring Risk Mitigation

Training & Development Manager

HomeSafe Alliance

Jul 2023 - Present (2 years 2 months)

Worked alongside executive leadership to optimize customer experience and transform abstract concepts into practical learning solutions. Created and led training sessions using diverse methods, collaborating with outsourced partners for effective content delivery.

E Learning Content Delivery Coaching Change Management Subject Matter Expertise

Customer Experience Manager

Suddath & Companies

Jan 2015 - Present (10 years 8 months)

Led a team of 20-26 direct reports and 2 supervisors, contributing to departmental revenues of $52 million. Implemented strategies to reduce customer churn and managed a portfolio of over 100 client accounts, ensuring exceptional service delivery and client satisfaction.

Customer Relationship Management Customer Feedback Analysis Project Management Risk Mitigation Financial Analysis Team Leadership Salesforce Zendesk

Co Store Manager

New York & Company

Jan 2011 - Present (14 years 8 months)

Managed daily store operations, including sales, inventory, and staff supervision. Implemented visual merchandising strategies to enhance customer experience and drive sales.

Retail Operations Sales Management Inventory Control Staff Supervision Visual Merchandising Customer Service Team Leadership Performance Monitoring Budgeting Conflict Resolution

Education

Degrees, certifications, and relevant coursework

Florida State Community College

Associate of Arts, Early Childhood Education

Completed an Associate of Arts degree with a focus on Early Childhood Education. Gained foundational knowledge in child development and educational practices.