Open to opportunities

Veljko Mladenovic

@veljkomladenovic

Message

I lead data-driven customer support operations, quality, and agent performance.

Zimbabwe

Message

What I'm looking for

I'm looking to lead and improve high-volume customer support operations through quality management, KPI analysis, coaching, scalable workflows, and stronger customer experiences.

At N1 Partners Group, I support customer service operations as a Team Leader & Quality expert, using KPI analysis, audits, coaching, and workflow standards to improve support quality. I increased new-agent performance from approximately 62–63% to consistently 78–80%+ and introduced response-time standards of two minutes or less.

I’ve worked across live chat, phone, email, and social media support at N1 Partners Group and Foundever, resolving payment, technical, account, order, refund, delivery, and customer-dispute issues. On The Body Shop campaign, I handled Facebook and X messages, customer comments, and retail help desk issues while helping prevent escalations.

I focus on scalable processes, clear communication, accurate compliance, and ownership of customer cases. I collaborate with CRM, Payments, and Tech teams to resolve complex issues, improve queue management, and strengthen customer experience.

Experience

Work history, roles, and key accomplishments

Current

Assistant Team Leader & Quality

Current

N1 Partners Group

Jan 2024 - Present (2 years 7 months)

Supported daily operations of a customer support team, providing guidance, real-time problem resolution, and performance support. Initiated and implemented improvements in onboarding and training, increasing new agent performance from ~62–63% to consistently 78–80%+.

Staff Scheduling Conflict Resolution Data Analysis Google Sheets Customer Support Operations KPI Analysis CSAT AHT Quality Assurance Process Optimization Workflow Design Team Leadership Coaching Problem Solving Microsoft Office

Customer Support Specialist

N1 Partners Group

Nov 2023 - Jan 2024 (2 months)

Provided real-time customer support via live chat in a high-volume environment. Resolved payment, technical, and account-related issues with high accuracy.

Customer Support Live Chat Payment Resolution Technical Support Account Management AML Compliance Responsible Gaming Multitasking Customer Satisfaction

Social Media Agent

Foundever

Aug 2023 - Nov 2023 (3 months)

Handled customer issues via Facebook and X (formerly Twitter) messages, responded to comments, and assisted with product inquiries. Also supported retail help desk by resolving system and account issues for store agents.

Social Media Management Customer Support Facebook Twitter Amazon Help Desk Issue Resolution

Customer Care Representative

Foundever

Jun 2022 - Aug 2023 (1 year 2 months)

Resolved customer inquiries via phone, chat, and email. Investigated and resolved issues related to orders, refunds, and deliveries, coordinating with logistics partners.

Customer Support Phone Support Chat Email Support Order Management Refunds Logistics Coordination Purolator Product Knowledge Account Management

Freelance Virtual Assistant

UpWork

Jan 2021 - Jun 2021 (5 months)

As a freelance virtual assistant for car dealerships, made appointments for potential customers using Google Sheets and followed up via email to confirm appointments.

Virtual Assistant Appointment Scheduling Google Sheets Email Communication Follow up