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Experience level:
More than 5 years
Education level:
Master
Languages:
Russian: Native
English: C1
Serbian: B2
Highly experienced Technical Support Team Manager with 7+ years of progressive expertise in leading global, multi-functional teams within industrial control systems and technical support operations. Proven ability to establish and scale support teams (currently leading 10 specialists across Serbia and Germany). Specializing in operational excellence, process automation (CRM/Help Desk systems), incident management, and KPI-driven performance management. Adept at leveraging advanced tools, including various AI tools, to enhance team knowledge, streamline workflows, and drive continuous improvement.
• Leadership & Team Scaling: Successfully gathered and built a support team from scratch in Serbia (4 specialists) while simultaneously managing an international support team (6 specialists in Germany), demonstrating effective multi-site leadership.
• Operational Excellence: Directed support operations, consistently focusing on optimizing service delivery and ensuring high levels of customer satisfaction while maintaining strict KPIs for efficiency and quality.
• Process Automation & CRM: Led the implementation and design of the Desk module in Zoho CRM, including data flow, ticket handling processes, workflows, and time-based rules to streamline and automate operations.
• Innovation & Training: Integrated AI-driven tools (ChatGPT, Grok, Sora) to empower support workflows, accelerate educational materials preparation, and enhance team knowledge management.
• Incident Management: Oversaw critical incident management, ensuring swift resolution, clear communication, and minimization of impact on customers.
• Advanced Technical Support: Provided comprehensive support for complex automation products, identifying and resolving client cases with a high degree of technical expertise and a strong sense of urgency.
• Cross-functional Collaboration: Collaborated closely with international engineering teams (Germany) to address warranty claims, implement product improvements, and ensure regulatory compliance.
• Documentation: Prepared, localized, and maintained technical documentation and delivered client training on IT service integration and device application portals.
• Systems Specialization: Specialized in the adjustment and support of telemetric equipment and Automated Metering and Information Systems (AMISPS).
• Mentoring & Projects: Managed projects related to repair and restoration work in automation and mentored junior specialists.
Customer Support (Chat, Email, Phone), Primary Point of Contact, Issue Resolution, Technical Troubleshooting, Operational Process Refinement, Customer Onboarding & Education, Property Management System (PMS) Familiarity, CRM Systems (Zoho Desk Implementation), Customer Satisfaction (CSAT) Tracking, Customer Feedback Analysis, Trend Identification, Cross-Team Collaboration (Operations, Product, Tech), Upselling & Retention Opportunities, High Emotional Intelligence, Empathy, Patience, Composure Under Pressure, Strong Problem-Solving, Time Management, Organizational Skills, Exceptional Written and Verbal Communication, Tech-Savvy (AI Tools/SaaS), Process Automation, English Fluency, Serbian Proficiency, Process Improvement, Proactive Leadership.