Nina Nikolic
Customer Support Specialist
Munich
Summary
Energetic and versatile professional with a passion for delivering exceptional service across diverse industries. From hairstyling expertise honed over a decade to technical support savvy, I bring a dynamic skill set to every role.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
Work History
Customer Support Specialist
Soprex
Belgrade, Belgrade
09.2022 - 06.2024
- Specializing in delivering technical support for application development and maintenance at Soprex
- Ensured timely resolution of customer inquiries through email and ticketing systems such as Fresh Desk, Service Now (Snow), and Proof Hub.
- In my role, I am responsible for assigning tasks to relevant teams and effectively resolving specific challenges on my own.
- Successfully completed various responsibilities such as certificate installation on non-SKF computers, annual establishment of PS Exchange rates, and effective management of document counters via SKF UI production.
- Facilitated project management through creation of new user accounts, password management, and adjustment of application access rights
- Addressed installation and usage issues, successfully configured VPN connections, and provided clients with essential information.
- Engage in client meetings, meticulously tracking employee hours and generating comprehensive reports on ticketing and logged hours
- Diligently monitoring SPQ+ and DevOps monitoring for seamless file delivery to clients
2nd Level Agent (Service Delivery Enablement)
NCR
Belgrade, Belgrade
01.2022 - 09.2022
- After just one month as a 1st level technical support agent, I earned a promotion to the role of 2nd level agent in Service Delivery Enablement
- Transitioning into this role, I embraced increased responsibilities, focusing on maintaining peak performance across service-related processes and initiating improvement initiatives as needed
- I ensured the establishment of robust systems, procedures, and methodologies to facilitate exceptional service delivery
- Through a thorough understanding of projects, I provided valuable insights into service scope and regularly furnished accurate performance reports to management
- Additionally, I spearheaded administrative and logistical operations critical to successful service delivery, including system management and contract oversight
- Playing a pivotal role in employee training, I ensured team members were equipped with the requisite skills and knowledge for success.
1st Level Technical Support
NCR
12.2021 - 09.2022
- In this role, I delivered technical support to clients encountering software issues with card terminals, managing a high volume of incoming calls and resolving issues promptly
- I employed tools such as Gems, iGems, SAP, and Base24, while meticulously documenting each case for comprehensive records
- Additionally, I ensured caller security through identity verification measures and actively participated in new hire training and coaching sessions
- Contributing to call readiness and implementing strategies to meet AHT and SLA requirements were also integral parts of my responsibilities
- Moreover, I provided valuable insights and feedback during quality meetings with clients.
Customer Support
Sitel
Belgrade, Belgrade
01.2021 - 12.2021
- Efficiently handle high volumes of incoming phone calls while maintaining professionalism and courtesy
- Proactively generate sales leads by identifying potential opportunities during customer interactions
- Skillfully assess and address customers' needs to ensure their satisfaction and build long-term relationships
- Cultivate trust and rapport with customer accounts through engaging and transparent communication
- Provide comprehensive and accurate information using appropriate methods and tools to meet customer inquiries
- Adhere to communication procedures, guidelines, and policies to ensure consistency and compliance
- Maintain meticulous records of customer interactions, meticulously process accounts, and organize documents for efficient retrieval.
Slot Supervisor
Grand Slot Club
03.2017 - 01.2021
- Engage with customers to guarantee a positive gaming experience while ensuring adherence to regulations
- Supervise the slot section to ensure player satisfaction and compliance with casino policies
- Manage machine ticket refills and oversee payout procedures for large jackpots
- Resolve customer complaints promptly and effectively, maintaining high standards of customer service
- Facilitate employee training and ensure a smooth operation of gaming activities
- Accurately track customer bets, calculate winnings, and manage cash flow during shifts.
Sales
Dolce By Tintolino Family
10.2016 - 03.2017
- Warmly greet and assist customers upon their arrival, addressing inquiries about our product offerings
- Educate customers about our range of freshly made products, highlighting key ingredients and benefits
- Guide customers in selecting cakes, pastries, and cookies tailored to their individual tastes and preferences
- Skillfully package chosen items according to customer preferences, ensuring meticulous attention to detail
- Maintain visually appealing window displays by regularly updating information on daily specials and promotions.
Hairdresser
H20
09.2013 - 10.2016
- Welcome and assess customer preferences, recommending suitable hairstyles and cuts
- Provide expert hair care services, including washing, cutting, coloring, and styling
- Build rapport with clients, managing bookings and ensuring a tidy salon environment
- Cross-sell hair care products for enhanced customer satisfaction.
Education
Women's Hairdressing Specialization -
High School For Beauty Care
Belgrade, 00 09.2010 - 05.2014
Java Development -
IT Academy
Belgrade 01.2020 - 12.2020
Skills
Microsoft Office
Ability to Multitask
Computer Skills
Customer Service
Adaptability
Ability to Work Under Pressure
Leadership and Teamwork
Ability to MultitaskComputer SkillsCustomer ServiceAdaptabilityAbility to Work Under PressureLeadership and TeamworkCritical Thinking SkillsCommunicationTeamwork SkillsFast LearnerRemote teamworkEnergetic work ethicCash handlingCreative problem solvingCustomer service expertWritten and verbal communication skillsQuality Assurance (QA) controlsLanguages
Serbian: Native
English: C2
Hungarian: A1
German: A1
Custom Section
Belgrade, Serbia
Timeline
Customer Support Specialist
Soprex
09.2022 - 06.2024
2nd Level Agent (Service Delivery Enablement)
NCR
01.2022 - 09.2022
1st Level Technical Support
NCR
12.2021 - 09.2022
Customer Support
Sitel
01.2021 - 12.2021
Java Development -
IT Academy
01.2020 - 12.2020
Slot Supervisor
Grand Slot Club
03.2017 - 01.2021
Sales
Dolce By Tintolino Family
10.2016 - 03.2017
Hairdresser
H20
09.2013 - 10.2016
Women's Hairdressing Specialization -
High School For Beauty Care
09.2010 - 05.2014