Sara Kicivoj

Planned and executed data-driven CRM strategies to improve customer engagement, retention, and lifetime value across key communication channels. Designed, built, and managed integrated CRM campaigns via email, SMS, push notifications, and social media, ensuring consistent messaging and personalized customer journeys.

Planned and executed data-driven CRM strategies to improve customer engagement, retention, and lifetime value across key communication channels. Conducted A/B testing and campaign optimization using behavioral and segmentation insights to maximize performance and enhance KPIs.

Executed CRM strategies and increased KPIs through best practices, actively searching for and introducing innovative marketing strategies to improve results. Created emails, SMS campaigns, and social media campaigns while keeping up with the latest game provider updates.

Executed CRM strategies, including A/B testing and content creation, to increase KPIs and improve results. Created email, SMS, and social media campaigns while staying updated on game provider features and training new colleagues.

Communicated with customers via email and chat to ensure a positive service experience. Collaborated with other departments to stay updated on campaigns and KYC processes.

Engaged with customers via email and chat to ensure a positive service experience. Collaborated with other departments to stay updated on campaigns and KYC processes, fostering teamwork.

Guided clients through the complex process of reclaiming Italian citizenship by descent, conducting detailed genealogical research to validate eligibility. Handled end-to-end documentation, including acquisition of vital records and managing consulate appointments.

Guided clients through the complex process of reclaiming Italian citizenship by descent, conducting detailed genealogical research to validate eligibility. Managed the end-to-end documentation process, including acquiring U.S. and Italian vital records and scheduling consulate appointments.

Evaluated the quality and accuracy of customer surveys conducted by agents for clients like Santander Bank and Illy Coffee. Reviewed recorded customer calls to verify authenticity and consistency of completed surveys with actual conversations.

Evaluated the quality and accuracy of customer surveys conducted by agents for clients like Santander Bank and Illy Coffee. Reviewed recorded customer calls to verify authenticity and consistency of completed surveys with actual conversations.

Provided second-level support to front-line customer service and sales agents, resolving complex technical and administrative issues. Handled advanced customer cases, including escalated complaints and service errors, primarily via outbound calls.

Provided second-level support to front-line customer service and sales agents, resolving complex technical and administrative issues. Handled advanced customer cases, including escalated complaints and service errors, primarily via outbound calls.

Provided high-quality customer service via phone to resolve technical issues, billing inquiries, and service-related questions. Actively promoted Vodafone products and services, achieving and exceeding monthly sales targets.

Provided high-quality customer service via phone, resolving technical issues, billing inquiries, and service-related questions. Actively promoted Vodafone products and services, achieving and exceeding monthly sales targets.

Completed a high school diploma at the High School of Economics, Vladimir Gortan. The curriculum focused on economic principles and related subjects, providing a foundational understanding of business and finance.