Dalibor Jerkucin
Houston,TX
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
7
7
years of professional experience
Work History
Call Center Agent
Truepill
12.2023 - Current
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Reduced average handle time with thorough knowledge and quick problem-solving capabilities.
- Assisted in training new hires, sharing industry insights and tips for success in the call center environment.
Account Management
Comcast
08.2022 - 10.2023
- Improved customer retention rates with proactive account management strategies.
- Enhanced customer satisfaction by providing personalized account management services.
- Trained and mentored new account management and sales personnel.
- Supported day-to-day account management for company clients.
Receptionist
DaVita Dialysis Corporation
02.2019 - 06.2022
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Responded to inquiries from callers seeking information.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
Call Center Agent
IQor
11.2017 - 01.2019
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
Education
High School Diploma -
Oak Brook Baptist High School
Houston, TX06.2008
Skills
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Team motivation
- Staff Training
- Analytical Thinking
- Coaching
- Flexible Schedule
- Onboarding and Orientation
Timeline
Call Center Agent
Truepill
12.2023 - Current
Account Management
Comcast
08.2022 - 10.2023
Receptionist
DaVita Dialysis Corporation
02.2019 - 06.2022
Call Center Agent
IQor
11.2017 - 01.2019
High School Diploma -
Oak Brook Baptist High School