Filip Isaković
Customer Success Analyst II
Novi Sad
Summary
Experienced customer success professional with a strong background in client relationship management, data analysis, and process improvement. Skilled at fostering team collaboration and consistently delivering positive outcomes, while remaining adaptable to evolving needs. Proficient in utilizing CRM software, conducting customer feedback analysis, and resolving complex problems. Recognized for reliability, effective communication, and a proactive approach to enhancing customer satisfaction.
Overview
7
7
years of professional experience
4
4
Languages
Work History
Customer Success Analyst II
NCR Atleos
11.2023 - Current
- Manage relationships with 19 banks across the USA, overseeing the performance of 3,000+ ATMs to ensure maximum uptime and operational efficiency.
- Utilize analytics tools to monitor ATM downtime, generate reports, and provide data-driven insights to optimize service performance.
- Develop and implement mitigation strategies, entitlement management for ATMs, and troubleshooting solutions to minimize downtime.
- Handle ATM entitlement processes, ensuring accurate access permissions and service levels for clients.
- Oversee onboarding for new customers, guiding them through setup, training, and service integration for a seamless experience.
- Collaborate with banking clients, engineers, and internal teams to resolve issues, enhance customer satisfaction, and drive operational improvements.
- Conduct presentations and participate in MBA meetings with clients, strengthening relationships and ensuring alignment on service goals.
- Escalate critical issues to engineering teams and supervisors, ensuring timely resolution.
Software sales representative
eEkompanija
11.2022 - 10.2023
- My key responsibilities were providing customer support, building and maintaining relationships with clients, delivering product presentations, responding to inquiries, maintaining records of sales activities, and driving customer satisfaction and profitability
- Deliver sales presentations and product demonstrations
- Generate leads and identify potential customers through various channels
- Respond to customer inquiries and provide accurate information about ERP software solution
- Maintain records of leads, opportunities, and sales activities in the CRM system
- Retention of the clients
- Training new employees
Bar manager
Creative concepts group
06.2018 - 11.2022
- As a bar manager, my role requires attention to detail, cross-functional collaboration, adherence to policies and procedures, and the ability to perform assigned tasks and responsibilities
- Coordinated and motivated a team of staff members to deliver high-quality service performance
- Made important managerial decisions to solve problems and improve efficiency
- Organized and maintained records of inventory and sales
- Making working schedules
- Training employees
- Tracking standardization and quality
- Making long term business plans
Sales representative
Axgroup
07.2021 - 09.2022
- As a Sales representative my role was to provide support and assistance to clients, executing manual data entry and system support, addressing customer issues, ensuring data integrity, supporting revenue generation activities, and preparing reports to support sales and customer reviews
- Communication with clients
- Working in a call center
- Presenting our partners' services to clients
- Data entry and reporting in CRM application
- Maintaining clients and their satisfaction
- Building long-term business partnerships
- Creating investment plans and monitoring the stock market
- Closing deals
Education
Bachelor - English language and literature
Fakultet Za Pravne I Poslovne Studije Dr Lazar Vrkatić
Novi Sad 10.2017 - 10.2021
Master - English Philology
Fakultet za pravne i poslovne studije dr Lazar Vrkatić
10.2021 - Current
Basics of programming - C# programming language and basic skills of coding
SmartInIT
11.2022 - 02.2023
Sales courses - undefined
Hubspot academy
04.2023 - 06.2023
Linkedin
04.2001 -
Skills
- Data Analysis & Reporting
- ATM Operations
- Entitlement Management
- Customer Relationship Management
- Incident Management & Mitigation Strategies
- Process Optimization & Troubleshooting
- Client Communication & Stakeholder Management
- Problem-Solving & Critical Thinking
- Presentation & Reporting
- Collaboration & Teamwork
Programs Tools
- MS Excel, Proficient
- Oracle, Advanced
- SOM, Advanced
- MACC, Advanced
- C#, Beginner
Timeline
Customer Success Analyst II
NCR Atleos
11.2023 - Current
Sales courses - undefined
Hubspot academy
04.2023 - 06.2023
Software sales representative
eEkompanija
11.2022 - 10.2023
Basics of programming - C# programming language and basic skills of coding
SmartInIT
11.2022 - 02.2023
Master - English Philology
Fakultet za pravne i poslovne studije dr Lazar Vrkatić
10.2021 - Current
Sales representative
Axgroup
07.2021 - 09.2022
Bar manager
Creative concepts group
06.2018 - 11.2022
Bachelor - English language and literature
Fakultet Za Pravne I Poslovne Studije Dr Lazar Vrkatić
10.2017 - 10.2021
Linkedin
04.2001 -
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