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Experience level:
More than 5 years
Education level:
Bachelor
Languages:
English: C1
Serbian: Native
Experienced and highly motivated professional with a proven track record in sales, customer support, and business development. I excel at managing relationships with partners and clients, with a specific focus on the German market through projects with Wolt Germany and Mahle. My key strength is the ability to quickly adapt to new software solutions (Pipedrive, Salesforce, Monday.com) and efficiently solve problems within a dynamic, international environment. I possess strong communication and negotiation skills, consistently focusing on optimizing operational efficiency and achieving established goals.
Managed end-to-end customer support operations for the German market, resolving complex inquiries from couriers, restaurants, and end-users with a high satisfaction rating.
Liaised effectively between couriers, restaurants, and various internal departments to optimize operational efficiency and resolve real-time logistical issues.
Spearheaded business development initiatives by onboarding new restaurant partners, utilizing CRM tools (Pipedrive, Salesforce) to track progress and negotiate service terms.
Utilized strong communication and problem-solving skills to ensure smooth service delivery within a fast-paced, international logistics environment.
Contributed to the improvement of internal processes and system utilization (Intercom, Monday.com, Guru, Emotional Design for enhanced team productivity.
Provided comprehensive technical support and troubleshooting assistance for Mahle products and systems to internal and external stakeholders.
Documented and tracked technical issues, resolutions, and operational processes using internal CRM and ticketing systems.
Collaborated with engineering teams to relay field feedback, contributing to product improvements and development cycles.
Ensured timely and effective communication of complex technical information to non-technical audiences, maintaining high levels of customer satisfaction.
Operational Logistics Management & Customer Support
Real-Time Coordination: Efficient tracking of orders, resolution of operational issues, and escalation management in real-time, ensuring a seamless supply chain.
Omnichannel Communication: Proficient in managing live chat, emails, and calls in real-time while maintaining professional communication across all platforms.
Partner Relationship Management: Exceptional ability to communicate and build relationships with various stakeholders in the logistics chain: clients, courier partners, and restaurants.
Conflict Resolution & “Emotional Design”: Skilled in handling emotionally charged situations, resolving customer complaints (including negative reviews), and processing refunds, applying principles of empathy and “emotional design” to de-escalate situations and retain clients.
Business Development & Technical Support
Business Development Representative (BDR): Experience in business development for Wolt Germany, including lead generation, cold calling, and negotiating terms of cooperation with restaurants.
Technical Support (Mahle): Provision of technical support and coordination between various internal teams, monitoring orders, and managing return and warranty procedures.
Tools & Systems Proficiency: Proficient in using CRM systems (Pipedrive, Salesforce, Intercom) and knowledge bases (Guru Knowledge Base, Monday.com).