Drawing is my go-to for boosting creativity, improving focus, and de-stressing — all at once
Milica Žervanov
Technical Support Specialist
Belgrade
Summary
Motivated customer-focused professional with a passion for providing exceptional customer service. Proven ability to calmly handle high pressure situations and effectively resolve customer issues. Excellent communication skills and a strong desire to meet and exceed users expectations.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Customer Support Agent
Cypher Tech Solutions
11.2024 - Current
- Handled crypto and fiat transactions, ensuring timely crediting to user accounts.
- Investigated and escalated security breaches, contributing to a safer platform environment.
- Provided real-time technical support and troubleshooting for platform-related issues.
- Assisted users with document verification, following KYC compliance protocols
- Maintained clear communication with both users and internal teams to resolve issues efficiently
- Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
- Maintained clear communication with customers during troubleshooting procedures, ensuring understanding and swift resolution of problems.
- Developed comprehensive knowledge of company products and services to better assist customers with their individual needs.
- Managed high-stress situations calmly and professionally while maintaining excellent rapport with clients during difficult conversations or escalations.
- Provided mentoring and guidance to new team members for seamless integration into the customer support environment.
Tenancy Associate
Hyperoptic
08.2023 - 09.2024
- Greeted customers in a friendly and professional manner
- Assisted in activation and termination of the broadband services
- Upselled users on many occasions
- Handled customer complaints calmly and professionally
- Resolving customer issues in a timely manner
Salesman
Intersport
01.2023 - 07.2024
- Completed course with specialization for hiking, running and training shoes as well as equipment for skiing
- Successfully picked out shoes and/or equipment on many occasions for marathon runners, trail running races, weightlifters and both skiing enthusiasts as well as skiing professionals
Salesman
Djak
05.2022 - 01.2023
Cashier
Krasnoe i Beloe, Magnit
09.2018 - 03.2022
- Assisted customers with locating items and providing product information
- Processed transactions accurately and efficiently
Receptionist
Hostel "Lux"
07.2015 - 12.2015
- Welcomed guests and checked their details against their bookings
- Responded to requests for help and information
- Completed administrative tasks
- Checked guests out
- Took payments
Education
Mechanical Engineer -
Middle Mechanical School Radoje Dakic
BelgradeSkills
Proactively identified and solved problems independently
Collaborated with support and technical teams to resolve customer issues promptly
Participated in knowledge sharing and peer coaching to improve team efficiency
Consistently delivered high-quality results under pressure, demonstrating reliability and strong work ethic
Promoted a positive workplace culture by staying solution-focused and encouraging peers
Regularly self-educate on industry trends and tools to stay current and improve performance
Consistently provided top-tier support, ensuring customer loyalty and retention
Interests
Participating in social dancing to promote fitness and enhance collaborative abilities
Aquascaping helps me practice patience and problem-solving skills
Personal Information
Date of Birth: 06/15/96
Timeline
Customer Support Agent
Cypher Tech Solutions
11.2024 - Current
Tenancy Associate
Hyperoptic
08.2023 - 09.2024
Salesman
Intersport
01.2023 - 07.2024
Salesman
Djak
05.2022 - 01.2023
Cashier
Krasnoe i Beloe, Magnit
09.2018 - 03.2022
Receptionist
Hostel "Lux"
07.2015 - 12.2015
Mechanical Engineer -
Middle Mechanical School Radoje Dakic
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