Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
Generic

Stevan Bodrozic

Belgrade

Summary

Dedicated and professional with diverse experience in technical support and team leadership. Innovative problem-solving mindset delivers impactful results through effective team leadership and strategic problem-solving. Extensive experience optimizing support processes and boosting team productivity. Known for fostering collaboration and adapting to changing needs. Strong communication skills and critical thinking abilities contribute to success in this field.

Overview

10
10
years of professional experience

Work History

2nd Line Support Specialist

Hyperoptic
08.2021 - Current
  • Enhanced cross-departmental collaboration by creating a centralized knowledge base and training 5+ junior technicians, improving issue resolution consistency across the entire Network Department.
  • Created a detailed knowledge base for troubleshooting common technical issues, empowering level one support to resolve 60% of incoming tickets without escalation to the 2nd line support team.
  • Document and track issues, ensuring effective resolution across different departments
  • Resolved over 200 complex networking incidents each month, collaborating with network engineers to ensure smooth operation and enhancing customer satisfaction ratings by implementing effective solutions that addressed root causes.
  • Managed daily team operations, including schedule creation and task assignments, ensuring efficient workload distribution and optimal coverage.

VIRTUAL MONITORING SENIOR AGENT

Birdseye Solutions
02.2021 - 07.2021
  • Monitor client systems and networks, entering and analyzing data to identify performance issues and optimize functionality
  • Respond to system alerts, diagnose problems, and escalate when necessary
  • Lead and mentor junior agents, ensuring efficient monitoring
  • Collaborate with teams to resolve technical issues and maintain detailed reports on monitoring activities and resolutions
  • Managed high-profile accounts for enhanced customer retention and loyalty.

CUSTOMER SUPPORT TEAM LEADER/CUSTOMS SME

Lumin Skin
06.2020 - 02.2021
  • Lead, train, and manage a team of customer support agents, ensuring consistent and efficient service
  • Address escalated customer concerns, providing solutions that align with Lumin Skin's values
  • Act as the go-to expert for customs and international shipping, resolving issues and ensuring compliance with all relevant regulations
  • Collaborate with logistics and fulfillment teams to streamline the global delivery process
  • Analyze customer feedback to improve service quality and operational efficiency
  • Develop and maintain procedures for handling international shipping, customs clearance, and related inquiries

Physiotherapist

Fizio Ahil
06.2018 - 03.2019
  • Enhanced patients'' quality of life through targeted physical therapy exercises and pain management techniques.
  • Educated patients, families and caregivers on home exercise program that complement therapy sessions.
  • Educated patients on injury prevention strategies, promoting long-term health and wellbeing.
  • Made clinical assessments and diagnoses to treat physical problems and conditions.

TEAM LEAD

MPG SouthEast Europe
06.2017 - 03.2018
  • Lead and motivate a team to execute promotional activities
  • Secure and manage promotional materials and resources
  • Monitor and track performance metrics to ensure targets were met
  • Ensure smooth coordination and support for regional campaigns

BARTENDER/WAITER

Caffe Makondo
06.2015 - 09.2016
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.

Education

High Medical College of Professional Studies -

High Medical College of Professional Studies Milutin Milanković
Belgrade, Serbia

Skills

  • Collaboration & Teamwork
  • Effective Communication
  • Problem Solving
  • ServiceNow
  • Jira
  • Zendesk
  • Front
  • Intercom
  • Stripe
  • Shopify
  • Kustomer
  • Slack
  • MS Teams
  • SAP
  • Customer service
  • Customer relationship management

Languages

English
Bilingual or Proficient (C2)
Serbian
Bilingual or Proficient (C2)

Timeline

2nd Line Support Specialist

Hyperoptic
08.2021 - Current

VIRTUAL MONITORING SENIOR AGENT

Birdseye Solutions
02.2021 - 07.2021

CUSTOMER SUPPORT TEAM LEADER/CUSTOMS SME

Lumin Skin
06.2020 - 02.2021

Physiotherapist

Fizio Ahil
06.2018 - 03.2019

TEAM LEAD

MPG SouthEast Europe
06.2017 - 03.2018

BARTENDER/WAITER

Caffe Makondo
06.2015 - 09.2016

High Medical College of Professional Studies -

High Medical College of Professional Studies Milutin Milanković

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Stevan Bodrozic