About
I am a customer support specialist with over four years of experience, most recently working at Workanova in Belgrade. My career began in 2020, and I have developed expertise in handling customer inquiries and resolving issues across various industries including digital publishing, online gaming, and education.
My work spans multiple platforms such as email, live chat, Intercom, and Zendesk. I have supported clients in the igaming industry, managed account and billing issues, and collaborated with technical and finance teams to resolve complex problems. I am proficient with tools like Jira, Slack, Confluence, and Google Workspace, and I focus on delivering empathetic and efficient customer service.
Experience
Customer Support Agent
Mar 2024 – Present
- As an outsourced support agent, I handle customer inquiries specifically in the igaming industry, across multiple platforms (email, live chat, Intercom, and Zendesk), ensuring quick and professional resolution of issues related to products, services, and accounts.
- Collect and report user feedback to the product and operations teams, contributing to improvements in casino services.
- Provide real-time support to players via live chat and email, assisting with account issues, bonus inquiries, withdrawals, and gameplay concerns while ensuring a smooth and enjoyable user experience.
- Collaborate with the finance and technical teams to escalate and resolve complex issues promptly, maintaining player satisfaction and trust in a fast-paced online gaming environment.
ZendeskIntercomLive Chat
Workanova
Customer Support Specialist
Jan 2023 – Jan 2024
- Participated in weekly team meetings, driving continuous improvement initiatives to assist with payment issues, account management for both students and tutors.
- Managed over 70 email correspondences efficiently, enhancing response time significantly.
- Mastered use of internal software tools like Jira, Slack, Confluence, and Intercom, and improved work speed considerably.
- Resolved technical issues effectively, using strong interpersonal skills and conflict resolution techniques.
JiraSlackConfluence
Preply
Customer Support Specialist
Apr 2022 – Dec 2023
- Responded to customer inquiries via email and resolved issues related to digital product access, billing, and account support with empathy and efficiency.
- Collaborated with internal teams to escalate technical issues, provide user feedback, and ensure a smooth customer experience across all touchpoints
Email SupportBilling Support
Bizzfora Publishing
Customer Service Representative
Feb 2020 – Dec 2022
- Provided empathetic and discreet support to clients via live chat and email, addressing inquiries related to relationship coaching services, bookings, and account management.
- Managed appointment scheduling and follow-ups, ensuring clients received timely reminders and assistance with rescheduling or cancellations when needed.
- Worked with the coaching team to relay client feedback, flag urgent concerns, and help create a smoother, more personalized user experience.
Live ChatAccount ManagementClient Support
Miss Date Doctor
Education
Federal University of Petroleum Resources
Bachelor’s Degree · Communication
2016 – 2021
Skills
Knowledge of GDPRAnalytical ThinkingCritical ThinkingConflict ResolutionLive ChatJiraConfluenceSlackMicrosoft OfficeIntercomZendesk
