Dajana Matijevic
Team Lead Coordinator
Arlington,TX
Summary
Results-driven team lead with over 8 years of proven skills in relationship building, leadership, and technology. Collaborative leader, diligent in achieving results. Developed strong and trusting relationships with many clients and employees through listening and solving their problems.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Team Leader Manager - UK&US
PELOTON
Plano, TX
08.2020 - Current
- Oversee team of 30 agents
- Mentor and coach agents daily
- Lead weekly meetings with team
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation
- Collaborate with other leaders on daily basis
- Actively monitored channels (calls, emails, chats, tickets, etc.) to ensure quality while coaching on improvement areas
- Successfully balanced priorities without compromising quality of work
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures
Travel Experience Lead
TripActions
Dallas, TX
04.2019 - 04.2020
- Lead team of 20+ agents
- Provided feedback and coaching to agents on team
- Built and implemented new training programs for agents
- Communicated with clients effectively by providing clear guidance and education
- Achieved steady CSAT score of 95% and above each month
- Established culture of accountability through clear expectations and performance management
- Analyzed business reporting and insights to troubleshoot and follow-up on opportunity areas
Expert & Genius Technical Agent
Apple
Dallas, TX
10.2013 - 04.2019
- Handled customer escalations with ease and coached team members as needed
- Developed series of training courses to improve team results and technical skills
- Resolved computer hardware and software, installation, and operating systems issues
- Number one in sales for three years consecutively in highest volume store in local market.
- Grossed on average $100,000-$200,000 in sales per month
- Trained and mentored new team members during on-boarding process
Education
BBA - Organizational Behavior And Human Resources
The University of Texas At Dallas
Richardson, TX 04.2012 - 05.2016
Skills
Microsoft Office Suite - Word, Excel, Outlook
Timeline
Team Leader Manager - UK&US
PELOTON
08.2020 - Current
Travel Experience Lead
TripActions
04.2019 - 04.2020
Expert & Genius Technical Agent
Apple
10.2013 - 04.2019
BBA - Organizational Behavior And Human Resources
The University of Texas At Dallas
04.2012 - 05.2016
Professional References
Dave Conner
Logistics, Global Network Operations at Apple
Contact: +1 (972) 672-7101
Sheridan White
Customer Success Manager at TripActions
Contact:+1 (972) 921-8133
Ernest Peña
Customer Service Operations Manager at Chewy
Contact: +1 (214) 962-4481
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