Dušan Kolić

At WinningAdsMedia, I built the entire support infrastructure from the ground up, including creating standard operating procedures (SOPs), an internal Knowledge Base, and recruiting and training agents. I managed a team of agents responsible for 24/7 support, facilitating communication between clients and content creators.

Key Responsibilities:

• Built and managed the entire support operation, including SOP creation, internal Knowledge Base development, and agent recruitment and training
• Led a 24/7 live chat team managing communication between clients and content creators, ensuring smooth handling of UGC content and inquiries
• Developed and implemented scripts and guidelines for efficient live chat support and client communication, with a focus on upselling and cross-selling opportunities where appropriate
• Trained and onboarded new team members, ensuring they were prepared to handle live chat inquiries and identify opportunities to promote additional services or products
• Monitored team performance, set KPIs for response times, client satisfaction, and communication quality, and continuously optimizing workflows to meet operational and sales goals
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Collaborated closely with content creators and clients to ensure that expectations and deadlines were consistently met, while also seeking opportunities to increase customer value through additional services
• Provided 24/7 live chat support, ensuring high responsiveness and seamless communication for both clients and creators.

At New295.com, I built the support system from the ground up, including setting up the CRM and creating SOPs, FAQs, and a Knowledge Base. I managed a 24/7 customer support team across live chat and email, focusing on maximizing user engagement and satisfaction. I implemented upselling and cross-selling strategies within live chat support, which increased overall revenue.

Key Responsibilities:

• Managed a 24/7 customer support team, ensuring smooth operations and timely responses to inbound inquiries across live chat and email, maximizing user engagement and satisfaction
• Built the entire support system from the ground up, including setting up the CRM, creating processes, and establishing SOPs, FAQs, and a comprehensive knowledge base to streamline operations
• Implemented upselling and cross-selling strategies within live chat support, guiding customers to additional services and features, increasing overall revenue
• Led payment recovery efforts, assisting customers with transaction issues and ensuring successful payment processing, helping to minimize lost revenue
• Recruited, onboarded, and trained new agents, focusing on both customer support and techniques for upselling, cross-selling, and payment recovery to drive results
• Collaborated with the marketing team to share customer insights, improving referral campaign performance and communication strategies
• Resolved escalated customer issues, delivering timely solutions that built trust and long-term relationships with users
• Identified trends in customer inquiries and proactively recommended improvements to enhance both support and upselling processes.

At SleepEasy, I built the customer support department from the ground up by creating procedures, developing a comprehensive Knowledge Base, and recruiting and training agents. Managed a 24/7 support team across multiple channels, ensuring we provided excellent support around the clock. I also collaborated with marketing and product tams to enhance the user experience based on customer feedback.

Key Responsibilities:

• Built the customer support department from the ground up by creating procedures, developing a comprehensive Knowledge Base, and recruiting and training agents
• Managed a 24/7 support team across multiple channels, ensuring we provided excellent support around the clock
• Collaborated with marketing and product teams to enhance the user experience based on customer feedback
• Established and implemented complete support operations, including building a comprehensive Knowledge Base, developing FAQs, and creating detailed Standard Operating Procedures (SOPs)
• Managed a 24/7 support team across various channels, ensuring round-the-clock coverage and maintaining fast response times across global time zones
• Led the recruitment, onboarding, and training of new agents, ensuring they were equipped to handle customer inquiries efficiently and adhere to company standards
• Optimized customer service processes, introducing macros and templates to improve response times and enhance the overall customer experience
• Developed agent performance review systems and feedback loops to ensure continuous service quality improvements and alignment with company expectations
• Personally handled escalated tickets, resolving complex customer issues while maintaining a high level of customer satisfaction
• Consistently exceeded KPIs such as response time, customer satisfaction (CSAT), and Net Promoter Score (NPS), contributing to a more efficient and customer-centric support operation
• Collaborated cross-functionally with marketing and product teams to relay valuable customer insights, helping to drive product enhancements and refine user engagement strategies.

At BALLS™, I established the customer support system from scratch by creating processes and an internal Knowledge Base. I led the customer service team across email and live chat, overseeing daily operations and handling escalations. Worked closely with other departments to improve service quality and resolve customer issues more effectively.

Key Responsibilities:

• Built the customer support system from the ground up, including establishing processes, developing Standard Operating Procedures (SOPs), and creating an internal Knowledge Base
• Managed the customer service team across various channels, ensuring daily operations ran smoothly and customer inquiries were addressed efficiently across multiple channels, including email and live chat
• Led the recruitment, onboarding, and training of new agents, ensuring they were equipped to handle customer inquiries in line with company standards
• Handled escalated tickets, providing in-depth support for complex or sensitive issues, and worked closely with the team to ensure timely resolution and customer satisfaction
• Oversaw fulfillment and logistics operations, resolving order discrepancies, tracking shipments, and coordinating with warehouse and logistics teams to ensure timely delivery and seamless customer experiences
• Developed and implemented strategies to optimize customer service workflows, improving agent performance and response times to exceed customer satisfaction metrics
• Acted as the main point of contact for cross-departmental collaboration, working with the sales, marketing, and logistics teams to resolve customer issues and continuously improve service quality.

• Managed and responded to user feedback across App Store reviews, ensuring timely and professional engagement that improved overall app rating by addressing common concerns and showcasing new features
• Handled customer inquiries and technical support through email, resolving issues related to app functionality, account management, and payments, while maintaining an average response time of less than 24 hours
• Administered the company's community forum, moderating discussions, providing user support, and curating helpful content to foster a vibrant and informative community
• Managed and grew the VisualBlasters Discord server, engaging with users through daily interactions, organizing community events, and addressing real-time support needs, leading to increased user retention and satisfaction
• Developed FAQs, user guides, and community resources to assist customers in self-solving common issues, contributing to a 20% reduction in incoming support requests
• Worked closely with the development team to escalate and resolve technical issues reported by the community, ensuring consistent communication between users and developers.

• Team Leading local Help Desk
• System Administration
• SM9 Ticketing system.

• Provide broad-based technical support to CISCO Field Engineers at small and large enterprises along with service provider customers
• Troubleshooting, advanced hardware replacement, remote and field support
• Apply analytical skills and technical knowledge to solve product and network problems of moderate complexity
• Manage and Support Field Engineers to facilitate hardware replacements and remotely restore network services at customer locations
• Assist customers in troubleshooting hardware/software-related issues on CISCO servers
• Prepare and support TPM Field Engineers for work to be performed at the customer site over the phone and via WebEx meeting
• Work directly with end customers and the customer's Network Operations Team to ensure all parties are aware of service calls
• Configure replacement hardware with the customer's configurations and perform software upgrades/downgrades as needed
• Perform necessary troubleshooting to ensure customer connectivity is restored at the site after hardware replacement
• Troubleshooting includes both LAN and WAN connectivity
• Hardware replacement procedures covered Cisco Servers, Routers, Switches, ASAs, Storage, UCS, Telepresence/Tandberg, and VOIP
• Replace faulty equipment for customers via Return Material Authorization(RMA).

• Responsible for L1 and L2 support for Cisco devices (Cisco ASA 5500-X Series Firewalls, Cisco Catalyst 4500 Series Switches, Cisco Catalyst 3850 Series Switches, Cisco Catalyst 3750 Series Switches, Cisco 3900 Series Integrated Services Routers, Cisco 3800 Series Integrated Services Routers, Cisco 2900 Series Integrated Services Routers, etc.)
• Troubleshooting hardware, software, and configuration issues
• Analyzing logs, show tech outputs, detecting hardware issues, and bugs, working with customers with upgrading to the latest recommended IOS for specific devices, and analyzing existing configurations to determine issues
• Escalating to Cisco TAC and working with them in resolving complex problems
• Responsible for L1 support for Juniper devices (routers and switches), analyzing logs and configuration outputs to determine hardware or software issues
• Escalating to L2 or JTAC for complex issues
• L2 hardware support for Intel, Dell, and HP bladed appliances (SR 1626, SR 2625, Dell R610, Dell R710, HP ProLiant BL460c, etc.), analyzing Linux Diagnostic Logs and Dell diagnostic logs to determine hardware failures
• Troubleshooting issues with memory, HDDs, RAID controller, power supplies, RMMs, NICs, and BBUs
• Rebuilding RAID arrays, adding back HDDs to an array using RAID BIOS or command line interface
• Responsible for L1 support for Qlogic devices
• Adapters: Fibre Channel Adapters, Intelligent Ethernet Adapters, iSCSI Adapters, Converged Network Adapters Detecting hardware issues, upgrading BIOS, Firmware, troubleshooting issues with management tools, QCC console, and QCC GUI on Windows, Linux, VMware, and Mac
• Fiber Channel Switches Qlogic 5000 series and 3000 series
• Analyzing support files and logs to determine hardware or software issues
• Troubleshooting issues with the management tool Quick Tool on Windows, Linux, and Mac OS
• Escalating to L2 engineers for complex problems.

• Assigned to a team exclusively supporting one client - BMW AG
• Providing remote support for software, hardware, and connectivity issues to internal company employees and external customers
• Responsible for responding to requests submitted through the work order system
• Ticket dispatcher for the BMW ROW team
• Providing full support to end users remotely and fulfilling NCR's full remote resolution goal for all accounts
• Software install/uninstall (directly on users' computers and through psexec), software troubleshooting, and fault correction (Microsoft, non-Microsoft, and BMW proprietary software)
• Remote Windows installations (PC/DLoG) for new devices and hard drive wipes of devices that are to be scrapped
• Contact point between users and authorized device partner service centers
• CISCO Unified Communications Manager: Adding new users/devices/lines
• Configuration of end devices and Cisco IP Communicator
• PRIMA (Planning and Rollout of Infrastructure - Management Application): Coordinator for the rollout of new devices in the UK and Eastern Europe
• The contact point between users and NCR technicians on site
• KVA (Kostenvoranschlag) coordinator: Spare parts/new devices requests for quotations; ordering from vendors
• MVZ (Mitarbeiterverzeichnis) coordinator: Coordinating database updates for users' location/phone association
• MOBEX coordinator: Purchasing/repairs process coordinator of new mobile phones for the end users
• Contact point for BMW and NCR Operations Managers.

• Administration, implementation, and maintenance of local IT infrastructure
• Troubleshooting system and network problems and diagnosing and solving hardware/software faults
• Installing and configuring computer hardware operating systems and applications
• Monitoring and maintaining computer systems and networks
• Providing technical solutions and technical support
• Installation and configuration of various IT equipment including printers, scanners, etc
• Hardware/Software/Application troubleshooting
• Administration, implementation, and maintenance of VMware virtual machines.