Hi, I’m
Anamarija Brnadic
Quality Manager
Samobor,01
Work Preference
Summary
Dynamic professional with a strong background in customer interactions and service solutions, dedicated to enhancing customer satisfaction and loyalty. Expertise in conflict resolution, communication, and problem-solving drives a commitment to delivering exceptional service experiences. Collaborative team player adept at adapting to changing needs while consistently focusing on achieving results through efficient and empathetic support. Recognized for reliability and a proactive approach in meeting customer and organizational objectives.
Overview
5
years of professional experience
3
Certifications
5
Languages
Work History
XTREME SOFTWARE SOLUTIONS
Customer Success Specialist
07.2025 - Current
Job overview
- Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
- Provided ongoing training sessions for clients in order to maximize software adoption and utilization.
- Actively sought customer feedback on products/services in order to improve quality and enhance overall experience.
- Developed comprehensive product knowledge to provide accurate information and effective troubleshooting assistance.
- Reduced churn rates by identifying at-risk customers and implementing targeted retention strategies.
REMS GROUP
Property And Project Manager
02.2024 - 12.2024
Job overview
- Successfully managed a portfolio of over 40 luxury properties in Costa del Sol, ensuring seamless operations and exceptional client satisfaction.
- Played a key role in the team’s achievement of the prestigious Superhost title on Airbnb by delivering outstanding guest experiences and maintaining top-tier property standards.
- Streamlined operational processes, resulting in increased efficiency and reduced turnaround time for property maintenance and guest services.
- Established and maintained long-term relationships with high-profile clients, contributing to repeat business and positive brand reputation for REMS.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
MAJOREL CROATIA
Training & Quality Manager on the Amazon Retail Project
09.2022 - 02.2024
Job overview
- Enforced rigorous quality control methods that elevated quality standards and surpassed operational KPIs, achieving a 15% boost in process efficiency.
- Established precise quality assessment criteria and regular audits, delivering a significant 30% improvement in service delivery and customer satisfaction, resulting in a 25% reduction in onboarding period.
- Experienced in leading teams both remotely and on-site, ensuring seamless collaboration and performance.
- Provided training to employees on best practices in quality management, fostering a culture of excellence within the organization.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Increased efficiency of the QMS by regularly reviewing procedures and making updates based on changing business needs or industry advancements.
MAJOREL CROATIA
Customer Service Team Lead on the Amazon Retail Project
01.2022 - 09.2022
Job overview
- Delivered exceptional customer service by swiftly addressing inquiries and resolving concerns, resulting in a 17% increase in customer satisfaction scores.
- Fostered professional growth and development within the team, leading to a 15% improvement in overall performance.
- Generated and analyzed performance reports, providing actionable insights that significantly enhanced the team’s ability to consistently meet and exceed service-level objectives.
MAJOREL CROATIA
Customer Service Agent on the Amazon Retail Project
10.2021 - 01.2022
Job overview
- Delivered prompt and accurate assistance via phone, email, and chat, ensuring a seamless customer experience and efficiently resolving inquiries.
- Achieved a 20% increase in customer satisfaction in the Italian market through exceptional and culturally tailored customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
HOLA BY CALAHONDA ESTATES
Real Estate Agent
04.2021 - 08.2021
Job overview
- Negotiated, facilitated, and managed real estate transactions.
- Communicated with clients to understand property needs and preferences.
- Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
- Assisted first-time homebuyers in navigating the complex real estate process, guiding them from pre-approval to closing.
- Conducted comprehensive market research to provide clients with accurate information on current trends and pricing strategies.
Education
UNIVERSITY OF ZADARZadar
Master's degree from Translation and Interpreting - Italian and Spanish
01.2021
University Overview
- Spent one semester as an Erasmus+ student at the University of Malaga, Spain
UNIVERSITY OF ZADARZadar
Bachelor's degree from Italian and Spanish Language and Literature
01.2017
University Overview
- Spent one year as an Erasmus+ student at the University of Padua, Italy
- Developed critical thinking and analysis through diverse literary studies.
Skills
Customer success
Customer relations
Quality assurance
BPO
Training and onboarding
Team Management
CRM software
Product knowledge
Call center operations
Certification
London School of Business Administration (LSBA)- Budgeting and Forecasting
EXTRA-CURRICULAR ACTIVITIES
Member of the Dubrovnik Translators' Association
INTERNSHIPS
- Intern at the Representation Office of the Dubrovnik-Neretva County in Brussels (May 2018)
- Digital Marketing Intern ZN Consulting Brussels 2021 (January - May 2021)
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
Spanish
Advanced (C1)
Italian
Advanced (C1)
Portuguese
Intermediate (B1)
French
Elementary (A2)
Interests
Tennis
Reading
Psycology
Travelling
Timeline
Customer Success Specialist
XTREME SOFTWARE SOLUTIONS
07.2025 - Current
European Institute of Leadership and Management (EILM) - Risk Management
01-2025
International Business Management Institute (IBMI) - Change Management
10-2024
London School of Business Administration (LSBA)- Budgeting and Forecasting
05-2024
Property And Project Manager
REMS GROUP
02.2024 - 12.2024
Training & Quality Manager on the Amazon Retail Project
MAJOREL CROATIA
09.2022 - 02.2024
Customer Service Team Lead on the Amazon Retail Project
MAJOREL CROATIA
01.2022 - 09.2022
Customer Service Agent on the Amazon Retail Project
MAJOREL CROATIA
10.2021 - 01.2022
Real Estate Agent
HOLA BY CALAHONDA ESTATES
04.2021 - 08.2021
UNIVERSITY OF ZADAR
Master's degree from Translation and Interpreting - Italian and Spanish
UNIVERSITY OF ZADAR
Bachelor's degree from Italian and Spanish Language and Literature