Konstantin Topic

Konstantin Topić -| - | LinkedIn Education University of the People Pasadena, CA Bachelor's of Computer Science Expected 2025 Relevant Coursework: Python, Java, SQL, Databases, Statistics, Software Engineering Grammar School of Sremski Karlovci Classical Languages and History Sremski Karlovci, Serbia Experience Quenza Remote Head of Customer Success and Business Intelligence May 2022 - July 2024 ● Streamlined workflows, identified automation opportunities, and implemented innovative process improvements. ● Analyzed data and formulated business strategies to drive organizational growth and profitability. ● Developed comprehensive test plans for new feature releases, ensuring thorough coverage and validation. ● Conducted manual testing of new features to identify and resolve issues. ● Managed the bug lifecycle, including troubleshooting, reporting, and retesting to ensure product quality. ● Successfully implemented strategies to lower customer churn by more than 15% ● Led initiatives to increase client adoption of the product, resulting in higher engagement and satisfaction. ● Implemented strategies to improve the Net Promoter Score (NPS), enhancing customer loyalty and advocacy. ● Resolved disputes efficiently, maintaining strong client relationships. ● Created and implemented strategies to enhance client retention, fostering stronger customer relationships and loyalty. Art Storefronts Remote Technical and Billing Team Lead November 2021 - May 2023 ● Led a dynamic team specializing in customer retention and dispute resolution, driving enhancements in key performance indicators tied to customer satisfaction and churn reduction. ● Directed and managed customer interactions via calls, emails, and tickets ● Handled escalations and disputes ● Successfully implemented strategies that kept customer churn below 4.4% Art Storefronts Remote Technical Support Agent January 2020 - May 2023 ● Demonstrated proficiency in quality assurance, manual testing, troubleshooting, and meticulous bug reporting, ensuring swift resolution of technical issues and seamless customer experiences. ● Handled client interactions through phone, email, and chat. Additional Work Art by Martina Remote Website Administrator December 2020 - Present ● Provided part-time system and website administration for www.artbymartina.com. ● Handled troubleshooting and bug fixes to maintain optimal website performance and user experience. ● Conducted regular content updates to keep websites current and engaging. ● Collaborated with clients to ensure websites met their expectations and requirements. ● Utilized technologies such as HTML, CSS, and JavaScript to implement and enhance website features. Mia Pratt Fine Art Remote Technical Support Agent June 2022 - Present ● Provided part-time system and website administration for www.miaprattfineart.com. ● Handled troubleshooting and bug fixes to maintain optimal website performance and user experience. ● Conducted regular content updates to keep websites current and engaging. ● Collaborated with clients to ensure websites met their expectations and requirements. ● Utilized technologies such as HTML, CSS, and JavaScript to implement and enhance website features. Skills Technical: Zendesk, Jira, Confluence, Python, SQL, Mailchimp, Salesforce, Data Analysis, Data Collection, Data Visualization, Troubleshooting, Quality Assurance, Manual Testing, BrowserStack, Bugzilla, Churn Analysis, Customer Relationship Management, NPS Analysis, Basecamp, CSS, HTML5 Soft Skills: Communication, Adaptability, Leadership, Time management, Teamwork, Conflict resolution, Problem-solving, Customer success, Attention to detail, Troubleshooting, Critical Thinking, Empathy, Technical Communication, Project Management, Strategic Planning Language: Serbian - Native, English - Bilingual