Stefan Ilic

Provided back-office support by handling customer/organizational queries, documentation, and internal processes. Supported operations teams with data accuracy, reporting, and task management to resolve requests on time.

Delivered customer support for broadband and connectivity services. Resolved technical issues, provided solutions, and maintained accurate CRM records.

Coordinated field service operations for a large territory, managing engineer scheduling and work order assignments. Monitored SLA performance, handled escalations, optimized routes/workload, managed spare parts logistics, and reported on KPIs.

Provided compliance and administrative support for business and consumer customers. Processed documentation, monitored service requests, ensured compliance, and collaborated with internal departments to resolve customer issues.

Coordinated daily operations and assigned tasks to field teams. Monitored job status in internal systems, ensured timely completion, and maintained communication between technicians and customers.

Provided multilingual technical support via phone, email, and chat. Assisted customers with inquiries, complaints, and service requests while maintaining high CSAT scores and meeting performance targets.

Prepared and maintained chemical products according to required standards. Followed quality control and safety procedures during daily operations.

Conducted face-to-face interviews and collected market research data. Ensured accurate data recording and adherence to quality standards.

Activities and societies: Technical Support; Service Operations; CRM Systems; ITIL Basics; Communication; Microsoft 365

Completed training as a Biotechnology Technician at the High School of Technology in Belgrade, Serbia. Also completed courses in technical support, service operations, CRM systems, ITIL basics, communication, and Microsoft 365.