Mirjana Cenic
Bulevar Nemanjica 85/41, Nis, 18000, Serbia
- •-
Personal statement
A highly motivated customer service advisor with experience in a variety of customer support
departments. Focused on providing a first class customer experience and resolving any queries,
complications or issues that may arise. An excellent telephone manner and enthusiastic approach
combined with a genuine warmth and dedication to customer satisfaction inspires confidence in the
customer and among colleagues.
Core skills
Strong organisational, administrative and inter-personal skills
Workload and time management
Excellent telephone manner
Dedicated, driven and pro-active
Confident communicator
Supportive of junior staff members
Able to remain calm in challenging situations
Fluent in: English, Greek, Serbian, Croatian, Macedonian, speaks German
Aims:
Running a successful Customer Support Centre able to attend to various challenges that everyday job
may bring.
References available on request
Work Experience
In 2016 I established Arrow M018 IT Consulting agency, and organised a team of experts to help
clients deal with everyday Customer Involvement and Customer support issues.
Clients I dealt with directly:
Community Manager, Faxi
10/2016 - Present
Responsibilities & Achievements
● User Support
○ Run the Faxi Help Desk
○ Answering questions/help queries via phone and email during work hours
○ Work with the Dev Team to solve technical problems
○ Monitor Help Desk for incoming calls
• Monitor Help Desk for incoming calls and voicemail
● Engage with users based on available user data
○ Track user behaviour (Faxi Rulez, CRM)
○ Identify users who need help
CV created by reed.co.uk
○ Identify and prioritise users to engage with
● Direct app/platform development
○ Work with the Dev Team to make sure, that the current and future app development
takes into account the user feedback
○ Be part of the sprint planning meeting
○ Fully understand the Dev sprints
○ Create weekly user feedback report
○ Use Jira for user feedback (new features, bugs, complaints) - create and track tickets
○ Raise concerns about the app development if necessary
● App/Platform testing
○ Test new app version to fully understand changes and make sure it is doing what was
promised
○ Make sure that new releases reflect user feedback if changes have been made based
on user feedback
○ Raise concerns about the app development if necessary
Regional Sales Manager, Ecotrade BG
10/2010 - Present
Responsibilities & Achievements
- promotion, presentation and introduction of Terumo IS product range
- organisation and planing of sales on the Territory
- marketing and event organisation management
- registration of new products/ re-registrations
- responsible for clinical trials
- in charge of tender activities
- humanitarian, social and educational activities in purpose of promoting new medical technologies
and healthier life style
Qualifications
University of Nis, Faculty of Philosophy
2000 - 2005
Master's degree
Master in English Language and Literature (Distinction)
Centre for the Greek Language Examinations
2005 - 2006
Certificate for Greek as a Second/Foreign Language (G2 (highest))
CV created by reed.co.uk
