Mislav Tomljanović

About

My name is Mislav Tomljanović, and I at the moment work in the position of Sales and Support Team Leader at IKEA Croatia. Most of my working experience was in customer service and sales. Also, I have managing experience in leading a team as a Tema Leader in IKEA Hrvatska for 2 years. With my experience as a Sales and Support Team Leader in Customer support, most of my work was related to loyalty and Referral programs. IKEA as a brand is recognizable through its IKEA Family Loyalty program. As a Customer Support Specialist, I was involved in the implementation of several campaigns that targeted our customers through email, SMS and chat. For example IKEA gift card procedure, resolution promise B2B sales for SME etc.

Experience

IKEA HRVATSKA D.O.O.

Apr 2019 – Present

Croatia Zagreb

CUSTOMER SUPPORT AND SALES TEAM LEADER

organization of daily work for two shifts (morning and afternoon) monitoring and analyzing daily, weekly and monthly results presenting the results to the operating manager participate in in-store management meetings by presenting the results and challenges facing the CSC meets during daily work participation in-store commercial meetings, informing CSC about new projects and actions that IKEA store have in financial year planed participating in the implementation of REMAR, a joint project of three departments (breathe new life into furniture)in CSC implementation and monitoring of the "Resolution to promise" an important KPI for the CSC resolution team participation and development of a new project of selling a Gift card through CSC (ongoing) continued cooperation with the entire IKEA SEE region (skype and Teams meetings for the purpose of sharing results and experiences) participation in the development of a business plan for FY21 Omnichannel retailing (ARC model) participation in negotiations for the tender for service providers for IKEA Slovenia implementation of COVID-19 procedures for sales and CSC participation in the assessment and recruitment process of new co-workers and students duty manager, responsible for everything that happens during duty shifts in the IKEA store (Safety, complaints and functionality) weekly reporting with actions taken in the previous week

IKEA Hrvatska d.o.o.

Jan 2019 – Apr 2019

Zagreb

CUSTOMER SUPPORT SPECIALIST

Responsible for CSC KPIs Assisting other colleagues with their daily tasks and helping them with more complicated customers and their inquiries Creating a daily schedule and managing tasks of all colleagues within CSC Resolving, Checking, Approving and authorizing complaint tickets Assisting and cooperating with all other departments within the IKEA Zagreb store; service providers and colleagues at delivery centres Closely monitoring personal development of all colleagues within CSC and providing managers with relevant information regarding that topic

IKEA HRVATSKA D.O.O.

May 2016 – Apr 2019

Croatia Zagreb

CSC GENERALIST

daily communication with customers daily mail communication with customers customer support with the webshop orders solving customer complaints ( starting the workflow, solving delivery issues, solving billing issues etc.) pre and post customer support (assembly, stock check, service information, telesales IKEA products (upsell and cross-selling) participating in the implementation of Pay by Link app for IKEA Croatia (telesales app) training colleagues from CSC department how to use Pay by Link app creating Instructions for POS for CSC creating Instructions for Pay by Link coaching students and new colleagues processing Rate & review customers comments IKEA Ambassador in a few projects implementing B2B procedures for CSC leading a small team of co-workers for B2B customers sending a proforma invoice to B2B customers

USŠ "OLIMPIĆI" PORTAL PRVACI.HR

Dec 2015 – May 2016

Croatia Zagreb

HEAD OF MARKETING AND SALES

Sale of advertising space for sports portal Prvaci. hr promotion of portal Prvaci.hr contacts with manufacturers of sports equipment and sports clubs in the city of Zagreb preparation of advertising materials, offers and price-lists billing check

(A1) VIPNET D.O.O. GSM OPERATOR, MEMBER OF TELEKOM AUSTRIA

Feb 2015 – Aug 2015

Croatia Zagreb

SUPPORT SPECIALIST FOR BUSINESS CUSTOMERS

Support for key account customers and sales agent at Vipnet. resolve queries, forwarding sales opportunities, dealing with customer complaints, ITS technical difficulties, forwarding of documents, activation services (Cloudmarket service, mail, additional telecomunication services) constant communication with key account customers (INA, Croatia Osiguranje, National Union of the Ministry of Interior, ERICSSON, Atlantic etc.). sales services for SOHO / SME customers (fixed, mobile and Cloudmark services), offering service over the phone and the realization of the same realization of the set targets resolving tickets

(A1) VIPNET D.O.O. GSM OPERATOR, MEMBER OF TELEKOM AUSTRIA

Feb 2014 – Nov 2014

Croatia Zagreb

BSC FRONT OFFICE AGENT

Support for key account customers and sales agents at Vipnet. resolve queries, forwarding sales opportunities, dealing with customer complaints, ITS technical difficulty, forwarding documents passed training for B.net technical assistance, resolved technical difficulties by phone, open tickets for service support

(A1) VIPNET D.O.O. GSM OPERATOR, MEMBER OF TELEKOM AUSTRIA

Mar 2013 – Jan 2014

Croatia Zagreb

JUNIOR COMPLAINT SPECIALIST

complaint department for residential customers of GSM services, fixed telecommunications, ADSL, resolving complaints for SOHO / SME companies correspondence with customers by mail, phone and letter

(A1) VIPNET D.O.O. GSM OPERATOR, MEMBER OF TELEKOM AUSTRIA

Apr 2011 – Feb 2013

Croatia Zagreb

JUNIOR POSTPAID AGENT

Direct communication with customers on a daily basis in customer service resolving complaints, sales, marketing and 1st level IT support support for private and corporate entities for mobile, fixed and ADSL fulfilment of designated targets in sales cable television and cable Internet sales

TRANSING D.O.O., COMPANY FOR DOMESTIC AND EXTERNAL TRADE, ZAGREB, CROATIA

Mar 2006 – Nov 2008

Croatia Zagreb

ASSISTENT MANAGER

in charge of distribution diagnostic reagents and laboratory equipment for American company "Promega Inc.", British company "New England BioLabs", Spanish company "Selecta s.a.", the German company "Nerbe Plus GmbH" and German company "F.S.T. GmbH" participate in communication with buyers as "Pliva d.d.", "Institut Ruđer Bošković", "Ministry of the Interior" , "Glaxo Smith&Kline" and with other scientific education institutions in Zagreb accepting orders and sending offers working on product promotion in charge of shipment and delivery of wares worked on real estate department «Movewithus Adriatic»

Education

Various IKEA seminars for leaders and employees

Apr 2016 – Oct 2021

Ikea , Leadership

Adam Baltazar Krčelić Business Administration School

Jan 2007 – Oct 2012

BACC. OEC. BUSINESS OF ECONOMIC AND FINANCES, Professional orientation business and finance

University in Split

Sep 2002 – Oct 2005

ECONOMIST IN COMMERCIAL BUSINESS, COMMERCIAL BUSINESS

Mislav Tomljanović

Skills

Languages