Sandra Milojkovic

Sandra Milojkovic Customer and Operations Support Specialist LinkedIn Profile: linkedin.com/in/sandra-milojkovic Trailblazer Profile: https://trailblazer.me/id/smilojkovic-| - | Serbia Relevant Skills • Customer service interaction and satisfaction • Complaint handling and problem-solving. • MS Office skills, Google Workspace, Slack, Zoom, Notion • Good communication and presentation skills • Fluent in English and Serbian • Analytical skills • Excellent time-management and organization skills • Excellence in demonstrating accountability and integrity • Advanced Salesforce user • Able to self-start own improvement initiatives Work Experience Customer and Operations Support Specialist - Remote Contractor Zero Waste Club/Gomi - London, UK April 2022 - Present Ownership of end-to-end customer support processes via email or chat. Establish and maintain solid relationships with B2B and B2C customers. Identifying and developing new business opportunities. Analyzing customer data and helping them discover aspects of the product that are most beneficial to them. Drive sales through marketing campaigns to reach revenue goals. Managing Shopify, Faire and Squarespace e-commerce platforms. Gathering customer feedback and sharing it internally to improve the product and establish better Customer Support practices. Salesforce case and ticket management – advanced Salesforce user. Providing financial and operational support on a daily, weekly and monthly basis. Creating custom reports, dashboards and sales opportunities in Salesforce. -| - | Serbia Customer Advocate - Remote Contractor Ximble (A Paycor Company), Cincinnati, USA December 2020 to October 2022 Triaged customer interactions, which are documented in Salesforce, from the general Support Triage queue to the appropriate Team queue based on the applicable product. Identified and troubleshoot appropriate next steps for more complex cases that require research, then route them to the appropriate party. Followed the defined process to escalate items as needed. Documented and managed cases within Salesforce by reviewing, updating, and closing daily Lead and coached new hires to improve their knowledge of new procedures and daily tasks. Prioritized a variety of tasks for quarter-end and year-end processing and reporting. Lead two projects which were customer-facing and not only included in the customer service space, but also in the HR & Benefits space. These included managing cases, customer contact, statistical and analytical presentation of case trends. Created Support Articles for internal company use. Ground Operations Station Manager - INI HUB Air Serbia, Nis, Serbia July 2019 to October 2019 Responsible for the establishment and achievement of strategic standards to meet safety, security, financial, qualitative and operational goals in the ground service of passengers, airport, baggage, goods and mail at Nis airport. Provided financial and operational reports on a daily, weekly and monthly basis. Responsible for the establishment of customer service delivery and ground handling performance at Nis Constantine the Great Airport. Implemented IATA Standard Ground Handling Agreement. Evaluated and audited work processes to ensure adherence to process standards and avoidance of wasted company resources. Improved ancillary revenue and exceeded financial goals together with a team of GHA. -| - | Serbia Guest Service Agent - Ground Operations AUH HUB Etihad Airways, Abu Dhabi, UAE Jun 2014 to Jun 2019 Identified and assessed customers’ needs to achieve and improve the guest experience and operational goals in all areas of the operations including check-in counters, transit area, boarding gates, baggage services, TSA and US CBP Preclearance Facility. Resolved a large number of product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment and following up to ensure resolution. Contributed to team effort by accomplishing related results as needed. Provided admin duties and typing reports, records and flight loads. Proficient in Sabre and Baggage Manager Software. Ensured compliance with all operating and safety procedures and policies, international legal standards, SMS, HSE and corporate security standards. Received recognition for exceeding sales targets and achieving the financial goals of the company. Education History BA of Textile Design College of Textile Design, Technology and Management Belgrade, Serbia Year of Graduation: 2014 High School of Arts in Textile Design Nis, Serbia Year of Graduation: 2007 Certificates Introduction to Coding (HTML5, CSS3, ES6, VS Code), SheCodes Workshops, Portugal 2021 Insight for Innovation Certificate IDEOU’s Online Learning Experience, San Francisco, USA 2018