Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

ANA STIJOVIC

Clifton

Summary

Results-driven professional with a robust engineering background and extensive experience in project management, data analysis, and product optimization. Proven ability to identify and solve complex problems, streamline processes, and enhance customer satisfaction. Eager to leverage engineering expertise and a passion for continuous improvement to transition into a Scrum Master position.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Senior Product Engineer

ClassLink
08.2022 - Current
  • Monitored key performance indicators (KPIs) to evaluate project success, contributing to a 10% reduction in support tickets by proactively identifying areas for improvement and enhancing operational efficiency.
  • Actively participated in agile development methodologies, utilizing JIRA for project management, backlog tracking, and sprint planning, resulting in improved productivity and on-time delivery of projects.
  • Collaborated with the sales and engagement teams to identify and address customer pain points, resulting in a 15% increase in customer retention.
  • Mentored and coached Product Support staff, fostering a culture of continuous learning and development within the team.


Product Support Specialist

ClassLink
02.2020 - 08.2022
  • Successfully resolved an average of 100 customer support tickets per day using Agile processes, maintaining a customer satisfaction rating of 95%.
  • Developed and implemented a comprehensive knowledge base system that reduced average response time by 50%, enhancing efficiency and demonstrating a strong ability to streamline processes.
  • Led training sessions for an international team of cloud staff, coordinating across time zones to lead sprint ceremonies such as daily stand-ups, sprint planning, and retrospectives, ensuring alignment on priorities and successful delivery of customer support improvements.
  • Proactively identified opportunities for process enhancements by analyzing support data and collaborating with cross-functional teams to implement best practices, delivering a high level of stakeholder satisfaction.
  • Contributed to the development and improvement of support processes through detailed analysis, increasing efficiency by 30%, optimizing workflow management in tools like JIRA and Confluence.

Office Manager /Front-End Web Developer

A & E Fine Art Inc
01.2019 - 01.2020
  • Implemented strategic and timely updates to the website and inventory management system, enhancing user experience and enabling timely order processing in a fast-paced environment.
  • Developed and executed social media campaigns to promote exhibitions, increasing customer engagement and sales, while enhancing understanding of market trends for effective demand forecasting.
  • Implemented an e-commerce platform and conducted regular website maintenance and updates to ensure optimal performance and functionality.


Education

Bachelor of Science - Engineering Technology

New Jersey Institute of Technology
2021

Skills

  • Risk identification
  • Meeting Facilitation
  • Kanban and Jira knowledge
  • ERP Systems (SAP) & Power BI
  • Troubleshooting & Problem Solving
  • Effective Customer Communication
  • User Stories & Use Cases
  • Documentation and Technical Writing

Certification

Certified Scrum Master

Certified Scrum Product Owner

Timeline

Senior Product Engineer

ClassLink
08.2022 - Current

Product Support Specialist

ClassLink
02.2020 - 08.2022

Office Manager /Front-End Web Developer

A & E Fine Art Inc
01.2019 - 01.2020

Bachelor of Science - Engineering Technology

New Jersey Institute of Technology

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ANA STIJOVIC