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Marija Kostic

Customer Support Supervisor at Beano Publishing LLC First Beat Media

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Intro
Belgrade, Serbia
Customer Support Supervisor at First Beat Media
Studied Marketing at Faculty of Economics, University of Belgrade
Information Technology & Services
Joined October 10, 2022

Skills

Languages

English
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Fluent
Spanish
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Intermediate
Serbian
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Native or Bilingual
About
Experienced in Customer Service sector. Skilled in Customer Support, Customer Relationship Management (CRM). Strong professional with a Master's degree focused in Marketing from Economics Faculty, University of Belgrade. I'm motivated by new challenges & ready to learn new skills. Open minded and very sociable person, used to work under pressure as well as in team-based projects.
Experience
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First Beat Media
Sep 2013 – Present
Remote
Customer Support Supervisor
Leading the Team of 15 direct reports, overseeing their Performance, coaching, leading new projects for Customer Support Team. Communicating with developers and Management in order to clarify the projects and present them to the team. Recording training videos and creating the guidelines for the Team for each new procedure. Customized Live Chat account for Live chat support we provide and created a Chat Bot, which is handling Customers’ most common questions.
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First Beat Media
Jun 2013 – Sep 2013
Remote
Senior Customer Service Representative
Reviewing agents’ performance and quality of work. Listening call recordings of our Customer service Representatives, reviewing chat recordings, providing feedback. Conducted training sessions for new hires.
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First Beat Media
Oct 2012 – Jun 2013
Remote
Customer Service Representative
Billing and Technical support - Responding English and Spanish calls from our Customers site administration, responding to Live Chat and customers’ emails.
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Nestle Adriatic Foods
May 2012 – Jul 2012
Belgrade
Administrator in Financial department
Checking contracts for taken credits and entering bills of exchange in the system.
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Sberbank Serbia
Oct 2011 – May 2012
Belgrade
Credit Administration Officer
Reviewing contracts for credits and entering bills of exchange in the system.
Education
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Faculty of Economics, University of Belgrade
Oct 2004 – Jan 2011
Master of Education (MEd), Marketing
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