Ivan Jakovljevic
Belgrade,00
Summary
Dynamic Client Support Team Manager with proven expertise in team leadership and client relationship development. Successfully managed a 16-member team at Gooten, enhancing customer satisfaction through strategic partnerships and effective complaint resolution. Notably led top-selling clients to ensure partnership growth and sustainability. Career goals include further advancing client engagement strategies and optimizing operational efficiency.
Overview
16
16
years of professional experience
Work History
Client Support Manager
Gooten
Remote
07.2021 - Current
- Lead a Team of 16 Client Support Agents and Team Leads.
- Established relationships with key contacts at client companies to address their needs quickly and efficiently.
- Organized weekly status reports on top-selling customer requests and submitted them to upper management.
- Created detailed documentation of customer issues and resolutions for future reference.
- Monitored incoming tickets and assigned tasks to appropriate personnel as needed.
- Conducted regular meetings with client representatives to discuss current challenges faced by their organization.
Client Support Team Lead
Support Your App
Remote
04.2020 - 06.2021
- Supervised day-to-day operations of the client support team ensuring that all tasks were completed accurately and efficiently.
- Conducted regular performance reviews with the support team.
- Resolved escalated customer inquiries in a timely manner.
- Established processes for handling difficult conversations or complaints from customers.
ESL Teacher
West Link Intertnationa School
Shenzhen, China
01.2018 - 02.2020
- Developed and implemented lesson plans to meet the needs of English language learners.
- Maintained accurate records of student performance and attendance throughout the semester.
Restaurant Manager
Beach Road Restaurant
Vineyard Haven , MA
05.2014 - 09.2017
- Managed day-to-day restaurant operations, including staff scheduling, budget management, and inventory control.
- Oversaw employee performance to ensure efficient service and adherence to company standards.
- Resolved customer complaints professionally, maintaining positive relationships, and ensuring guest satisfaction.
- Ensured compliance with health and safety regulations to deliver a high-quality dining experience.
Sales Manager
Still Sport Fasion
Cacak, Serbia
01.2009 - 01.2014
- I started working in sales for our family-owned company in my early 20s.
- Developed and implemented sales strategies to increase sales volumes.
- Participated in negotiations with vendors regarding product purchases or contracts.
Education
MBA - Business
Union University
Belgrade06-2014
BBA - Banking And Finance
Belgrade Business School
Belgrade06-2012
Skills
- Team management
- Complaint handling
- Client relationship building
- Policy implementation
- Performance metrics
- Interpersonal communication
- Attention to detail
- Strategic partnerships
Languages
Serbian
First Language
English
Proficient (C2)
C2
Spanish
Elementary (A2)
A2
Timeline
Client Support Manager
Gooten
07.2021 - Current
Client Support Team Lead
Support Your App
04.2020 - 06.2021
ESL Teacher
West Link Intertnationa School
01.2018 - 02.2020
Restaurant Manager
Beach Road Restaurant
05.2014 - 09.2017
Sales Manager
Still Sport Fasion
01.2009 - 01.2014
MBA - Business
Union University
BBA - Banking And Finance
Belgrade Business School
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