Overview
Work History
Education
Skills
Personal Information
Driving Licence
Timeline
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Filip Zivic

Filip Zivic

Customer Service Team Lead With A Proven Track Record Of Overseeing Operations, Optimizing Processes, And Ensuring A Seamless Customer Experience. I Believe In Practical And Results-driven Approaches That Align With The Goals Of The Organization And Drive Sustainable Growth.
Belgrade

Overview

8
8
years of professional experience
4
4
years of post-secondary education

Work History

Teamlead Backoffice

Digitec Galaxus
09.2022 - Current


  • Business owner of the entire Backoffice department, leading a team of 15+ people
  • Responsible for forecasting and staffing on a weekly, monthly and yearly basis, resulting in a high SLA fulfillment
  • Setting quarterly and annual goals, making sure they are challenging, feasible and in accordance to the company's OKRs
  • Supporting team-members on a daily level, taking over escalations and establishing a seamless information-flow within the team
  • Working on personal development of the team members, entrusting them with responsibilities in accordance to their preferences and the business needs
  • Ensuring high performance in terms of productivity and quality
  • SOP improvement: providing transparent, streamlined and effective procedures, ensuring a better customer journey
  • Monthly exchange with other stakeholders, isolating problem-areas and introducing improvement points

CS Coach and Quality Specialist

Digitec Galaxus
10.2018 - 03.2020


  • Conducting trainings for newcomers: making them familiar with the company SOPs, helping develop their communication-skills as well as a problem-solving oriented way of handling inquiries
  • Organizing specialized trainings for Agents in order to boost their productivity and broaden their knowledge base
  • Detecting and documenting problem areas, creating know-how- and workaround-guidelines and keeping Agents up to date with SOP changes
  • Developing entry-tests, conducting testings as well as correcting and evaluating tests; participating in final stage interviews
  • Devising aligned evaluation-criteria for potential candidates
  • Creating and organizing templates for automated answers, embedding them into the respective platform
  • Taking part in the organization and perpetration of the internal Language school
  • Undergoing trainings in different departments thus acquiring an overall understanding of the business

CS Representative for German Language

Digitec Galaxus
10.2018 - 03.2020
  • Processing customer and supplier concerns in a friendly, polite and goal-oriented way
  • Finding creative solutions within the framework of internal processes
  • Personal responsibility and initiative when dealing with problematic cases
  • Cooperation with internal departments, exchange of knowledge and information
  • Teamwork and supporting colleagues and supervisors
  • Frequent feedback rounds
  • Participation in external training courses: 'Branding' and 'Coaching for the coaches'

Data Collection and Labeling Associate

Microsoft Development Center Serbia
06.2018 - 10.2018
  • Labeling images
  • Weekly meetings and feedback rounds with involved departments
  • Writing reports

Tutor of German Language

Language school Equilibrio
10.2017 - 10.2018
  • Planning lessons, preparation of audio and visual material
  • Adaptation of the pedagogical, didactic and methodological approach to the respective level of the school group or the individual
  • Creating and evaluating various exercises and tests in the areas of: grammar, spelling, pronunciation and vocabulary
  • Language exercises based on everyday situations and specific topics
  • Enabling students to recognize connections in order to incorporate the language rules more easily

Education

Bachelor's degree - German studies

University of Belgrade
09.2012 - 09.2016

Skills

  • Reporting and Analysis
  • Project planning and coordination
  • People management and deescalation
  • Process improvement
  • Training
  • German C1/English C1
  • Microsoft Office
  • Zendesk, Jira, Confluence

Personal Information

Date of Birth: 06/27/93

Driving Licence

B

Timeline

Teamlead Backoffice

Digitec Galaxus
09.2022 - Current

CS Representative for German Language

Digitec Galaxus
10.2018 - 03.2020

CS Coach and Quality Specialist

Digitec Galaxus
10.2018 - 03.2020

Data Collection and Labeling Associate

Microsoft Development Center Serbia
06.2018 - 10.2018

Tutor of German Language

Language school Equilibrio
10.2017 - 10.2018

Bachelor's degree - German studies

University of Belgrade
09.2012 - 09.2016

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Filip ZivicCustomer Service Team Lead With A Proven Track Record Of Overseeing Operations, Optimizing Processes, And Ensuring A Seamless Customer Experience. I Believe In Practical And Results-driven Approaches That Align With The Goals Of The Organization And Drive Sustainable Growth.