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Experience level:
More than 5 years
Education level:
Higher
Languages:
Russian: Native
English: A2
Serbian: A1
Support manager with experience in data analysis and workflow optimization. Working with client databases and KPIs, I can identify the causes of changes, find growth points, and improve team efficiency. I am structured, attentive to details, and capable of building support processes, managing employee workload, and ensuring a high level of service. I am considering positions as a Head of support manager, Junior Data Analyst, and Administrator.
-Managing the support team: setting tasks, monitoring performance, evaluating results, and developing employees.
-Ensuring high-quality customer service and compliance with internal regulations and service standards.
-Analyzing key performance indicators: client base dynamics, retention, activity, profitability, and achievement of departmental targets.
Identifying root causes of KPI deviations and implementing corrective actions.
-Preparing regular management reports: performance metrics, forecasts, and analytical insights for leadership.
-Building and optimizing business processes: identifying bottlenecks, reducing operational inefficiencies, and improving the effectiveness of the department and related teams.
-Participating in recruitment together with HR: conducting interviews, assessing competencies, and making hiring decisions.
-Training and onboarding new employees, supporting the professional development of the team.
-Controlling data accuracy and conducting audits of client databases.
-Managing operational workflows: workload distribution, ensuring timely client outreach, and maintaining client activity levels.
-Preparing data on employee salaries, performance metrics, and the financial results of the department.
I consistently demonstrate growth in my area and serve as one of the key leaders of this business direction within the company. I successfully built and managed a fully remote team (previously all employees worked on-site until September 2022) without any loss of efficiency. I am currently developing and mentoring a new team leader.
1. Team Management & Operations
-Team leadership and performance management
-Task allocation, workflow coordination, and efficiency control
-Employee onboarding, training, and development
-Business process optimization and bottleneck elimination
-Managing fully remote teams
2. Data Analysis & Reporting
-KPI analysis and client base analytics
-Identifying root causes of performance deviations
-Preparing regular analytical and managerial reports
-Working with large datasets (Excel, pivot tables, formulas)
-Data quality control and client database audits
3. Customer Support & Service Management
-Organizing and overseeing customer support operations
-Improving service quality and client retention
-Handling complex situations and conflict resolution
-Cross-functional collaboration with related departments
4. HR & Administrative Skills
-Participating in recruitment processes with HR
-Conducting interviews and assessing candidate competencies
-Preparing documentation, policies, and internal guidelines
-Providing data on employee salaries and performance metrics
5. Personal Strengths
-Strong analytical and structured thinking
-High level of responsibility and autonomy
-Attention to detail
-Ability to prioritize and manage multiple tasks
-Excellent communication and problem-solving skills