Igor Ozmec

Igor Ozmec Freelance Customer Service Expert Always looking to learn new skills, take on extra responsibilities, and grow professionally. Received 3 'Employee of the Month’ awards' for delivering outstanding service. Email-Phone -  Professional Experience CEO/Co-founder BitLyte Studios Varazdin Skills Sep 2023 - Present • Executed successful copywriting strategies, producing compelling content for Innovation Mentoring Communication Quality Assurance Leadership various digital platforms. • Developed responsive websites for various clients, optimizing user experience and functionality. • Created strategic social media campaigns that increased brand awareness and sales. Customer Relationship Management Tech Support 2nd Level / Mentor Problem-Solving Yoummday GmbH Remote Strategic Planning Marketing Strategy  Sep 2022 - Present Project Deutsche Telekom AG • Provided advanced technical support for telecom customer service representatives, resolving complex issues efficiently. Languages German advanced English advanced Croatian native • Conducted in-depth troubleshooting and escalated unresolved issues to higher levels. • Collaborated with cross-functional teams to improve product performance and customer experience. Tech Support 1st level Yoummday GmbH Remote Jan 2022 - Sep 2022 Project Deutsche Telekom AG • Demonstrated strong problem-solving skills in troubleshooting technical issues for customers. • Provided exceptional customer service and support for software and hardware problems. • Utilized remote desktop tools to assist users with resolving technical issues efficiently. Customer Service Consultant Freelance Remote Jun 2020 - Present • Developed and implemented training programs, resulting in improved customer satisfaction rates. • Managed team of 20+ customer service representatives, monitoring performance and providing feedback. • Resolved escalated customer issues, ensuring positive outcomes and satisfaction. Customer Service Team Lead City Connect Varazdin May 2020 - Mar 2021 Project Deutsche Telekom AG • Led team of 15+ reps, improving customer satisfaction KPIs by 20%. • Developed training materials, providing new hires with comprehensive onboarding support. • Delivered monthly performance reviews, identifying areas of improvement to enhance team productivity. Customer Service Representative Meritus + Zagreb Sep 2019 - May 2020 Project Deutsche Telekom AG • Managed high volume of inbound calls, providing efficient and friendly customer support. • Resolved customer complaints and issues promptly to ensure customer satisfaction. • Utilized strong communication skills to effectively promote products and services. Education Grammar school Prva Gimnazija Varazdin Varazdin 2010 - 2014 Electrical engineering TU Graz Graz, Austria 2014 - 2019 Competences and achievements As a 1st level CSR, I achieved the best results in a group of 3 teams and proved myself multiple times as employee of the month with a score of 130% KPI targets and seller of the month with a score of 300% revenue targets. As a team leader, I acquired team management and leadership skills. Given all the other hard and soft skills listed above, including ambition and willingness to work, I consider myself a competent person to perform any role in the BPO industry. The Pessimist Sees Difficulty In Every Opportunity. The Optimist Sees Opportunity In Every Difficulty. - Winston Churchill