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
undefinedLanguages
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
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