Marko Gricar
Customer Support Representative
Watford,Hertfordshire
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
6
6
years of professional experience
1
1
Certification
2
2
Languages
Work History
Customer Operations Supervisor
Kyte
06.2023 - Current
- Utilized data-driven decision-making approaches to optimize workflow efficiency while maintaining high levels of customer satisfaction.
- Increased customer satisfaction by implementing efficient operational processes and streamlining workflows.
- Evaluated and recommended technological solutions to improve customer service operations, leading to more efficient processes and happier clients.
- Handled escalated customer complaints professionally and efficiently, resulting in higher levels of trust from clients.
- Oversaw communications between various departments to ensure seamless coordination in addressing client needs or concerns.
- Coordinated staff training sessions on new software tools or updates, ensuring up-to-date knowledge among all team members.
- Analyzed operational and financial data to identify business insights and opportunities for process improvement.
- Managed a team of customer service representatives, ensuring adherence to company policies and consistent delivery of high-quality support.
Customer Success Specialist
Unagi Scooters
08.2022 - 06.2023
- Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
- Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
- Recognized as top performer, consistently meeting or exceeding key performance metrics for the department.
- Provided ongoing training sessions for clients in order to maximize software adoption and utilization.
- Actively sought customer feedback on products/services in order to improve quality and enhance overall experience.
Customer Support Specialist
Motorola
03.2021 - 05.2022
- Provided timely assistance to customers via email and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound chats while maintaining excellent quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Customer Success Coordinator
Handiscover
02.2020 - 02.2021
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Prioritized and managed multiple projects simultaneously, ensuring all met their deadlines and objectives without compromising quality.
Customer Service Representative
General Motors
09.2018 - 02.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Improved resolution time with effective problem-solving for customer complaints.
Education
GED -
Srednja Sola Zagorje
Slovenia 05.2001 -
Skills
Business process optimization
Collaborative mindset
Client satisfaction
Problem-solving abilities
Time management abilities
Team building
Customer Relationship Management
Professionalism
Manage operations
Supervision and training
Certification
TEFL (Teaching English as a Foreign Language)
Timeline
Customer Operations Supervisor
Kyte
06.2023 - Current
Customer Success Specialist
Unagi Scooters
08.2022 - 06.2023
Customer Support Specialist
Motorola
03.2021 - 05.2022
Customer Success Coordinator
Handiscover
02.2020 - 02.2021
Customer Service Representative
General Motors
09.2018 - 02.2020
TEFL (Teaching English as a Foreign Language)
01-2018
GED -
Srednja Sola Zagorje
05.2001 -