Stefan Jankovic

I am a Senior Customer Service Representative with hands-on experience managing multi-channel communication and high-volume ticket queues. I consistently handle 50+ tickets daily while monitoring and improving SLA, QA, and CSAT metrics.

I excel at resolving complex and sensitive customer issues calmly and professionally, adapting my communication style to diverse personalities to ensure positive outcomes. My problem-solving focus helps diffuse tense situations and deliver clear guidance.

I contribute to team performance by mentoring junior colleagues after being promoted to a Senior role, providing guidance and support to improve processes and service quality. I track and analyze KPIs to identify areas for operational improvement.

I am dedicated to delivering high-quality customer support, fostering teamwork, and maintaining high standards for service delivery across chat, email, and social media channels.