GORAN DRAGOJEVIC
Surrey,BC
Summary
Results-driven professional with extensive experience in troubleshooting and customer support, bringing strong analytical and communication skills. Proven ability to resolve complex technical issues and build lasting customer relationships. Eager to leverage bilingual capabilities and technical expertise to excel as a inside sales/customer representative in a dynamic organization.
Overview
34
34
years of professional experience
Work History
Customer Service Representative
Routes Car Rental
09.2025 - Current
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Vehicles inspections and management
- DST software
- Filing
technical bilingual troubleshooting representative
Foundever
12.2024 - 06.2025
- Provided outstanding customer service and support to clients, resolving inquiries efficiently and effectively in English and French. Working remotely
- Successfully working for Rogers telecommunication project for internet and TV, mobile, customer care and technical support departments.
- Developed relationships with customers by providing prompt responses to requests and inquiries.
- Responded to customer inquiries via telephone, email, and in person.
- Utilized knowledge of products and services to resolve customer issues efficiently and effectively.
- Navigated multiple computer systems and applications and utilized search tools to find information for customer inquiries. Maestro SMP Genesis phone system Tsource etc
- Identified customer needs and presented solutions to maximize satisfaction and loyalty.
- Created and updated customer accounts with interactions, payments, and personal information.
- Maintained up-to-date knowledge of company policies and procedures to ensure compliance with regulations.
- Canceled orders based on customer requests, inventory or delivery problems.
- Reviewed and revised sustainability proposals or policies.
- Considered cost effectiveness, technical feasibility and acceptance to assess or propose sustainability initiatives.
MANAGER
Dragojevic Promocija I Dizajn Doo
09.2010 - 08.2024
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Developed and maintained relationships with customers and suppliers through account development.
- Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
- Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
CUSTOMER SUPPORT REPRESENTATIVE
TaskUs
05.2024 - 07.2024
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Contributed ideas and practical solutions to support process improvement efforts.
- Developed comprehensive product knowledge, becoming go-to resource for both customers and colleagues.
- Boosted customer loyalty, attentively handling each case and providing personalized solutions.
- Fostered supportive team environment, sharing knowledge and troubleshooting tips to enhance overall service quality.
- Championed use of customer relationship management software within team, enhancing data accuracy and accessibility.
- Resolved technical issues for customers with clear explanations and step-by-step guidance.
- Managed high call volumes with focus on quality and efficiency, ensuring customer inquiries were resolved promptly.
- Collaborated with team members to identify areas of improvement in customer service protocols.
- Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
- Provided support in French language for the project Roadsrufer.
CUSTOMER FRONT OFFICE ASSISTANT
IBM Croatia
05.2021 - 04.2024
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Processed incoming and outgoing mail, sorting and distributing to correct staff and departments.
- Responded to inquiries from callers seeking information.
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
- Providing customer support in French language.
- Troubleshooting and designing an action plan to repair Lenovo IT systems.
- Managing Microsoft Dynamics as CRM.
MANAGER
Goran Chemical Consulting LTD
04.2013 - 03.2024
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
INSIDE SALES REPRESENTATIVE
Lockerroom Marketing Ltd
09.1998 - 08.2010
- Answered customers' questions regarding products, prices, and availability.
- Set up new accounts, established customer credit and set up payment methods.
- Negotiated prices and terms of sales with potential customers to reach mutually beneficial agreement.
- Attended meeting and sales events to learn latest developments and brainstorm new sales strategies.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Used CRM software to maintain detailed contact logs and account records.
- Managed friendly and professional customer interactions.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
- Exceeded monthly quotas consistently by employing persuasive sales techniques and leveraging in-depth product knowledge.
- Participated in industry events and trade shows to network with prospects, gather leads, and increase brand awareness.
TELEMARKETER
Vancouver Opera
08.1999 - 10.1999
- Answered questions about company offerings with knowledgeable responses about products and services.
- Built relationships with customers using strong persuasion and active listening skills.
- Answered calls, took messages, and transferred calls to correct individuals.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Sales of Vancouver Opera season tickets to selected leads.
POWER ENGINEER
Kastelanski Staklenici
12.1994 - 02.1995
- Ensured safety compliance through regular audits, employee training, and adherence to safety regulations.
- Streamlined work processes by implementing lean principles and eliminating non-value-added activities, resulting in increased productivity and efficiency.
- Optimized power distribution networks by analyzing load profiles and recommending appropriate upgrades or modifications.
- Operating low pressure hot water boilers.
SCIENCE RESEARCH FELLOW
Incel
05.1991 - 03.1992
- Secured grant funding for critical projects by submitting compelling proposals and effectively demonstrating the potential impact of proposed research.
- Contributed to patent applications for novel inventions, ensuring protection of intellectual property rights while promoting further innovation within the field.
- Organized workshops and seminars to facilitate knowledge sharing among researchers, fostering an atmosphere of continuous learning within the organization.
- Optimized laboratory workflows by implementing automation solutions where appropriate, saving valuable time without compromising data quality.
- Utilization of black liquor after cooking of the wood in paper industry laboratory research.
Education
Bachelor of Science - Chemical Engineering
University of Banjaluka
05.1998
Skills
- Time Management
- Team Leadership
- Project Management
- Strategic Planning
- Customer Relationship Management (CRM)
- Verbal and written communication
- Business Development
- Negotiation
- Business Administration
- Lead Generation
- Marketing
- Sales management
- Product Management
- Sales Techniques
- Positive Attitude
- Problem-solving abilities
- Multitasking Abilities
- Problem-Solving
- Teamwork and Collaboration
- Effective Communication
- Analytical Skills
- Computer Skills
- Active Listening
- Excellent Communication
- Analytical Thinking
- Problem Resolution
- Teamwork
- Adaptability
- Customer relationship management
- Multitasking
- Language proficiencies English French German Japanese Croatian
Languages
French
Full Professional
Croatian
Native or Bilingual
German
Limited Working
English
Full Professional
Japanese
Elementary
Interests
cycling and dogs
Timeline
Customer Service Representative
Routes Car Rental
09.2025 - Current
technical bilingual troubleshooting representative
Foundever
12.2024 - 06.2025
CUSTOMER SUPPORT REPRESENTATIVE
TaskUs
05.2024 - 07.2024
CUSTOMER FRONT OFFICE ASSISTANT
IBM Croatia
05.2021 - 04.2024
MANAGER
Goran Chemical Consulting LTD
04.2013 - 03.2024
MANAGER
Dragojevic Promocija I Dizajn Doo
09.2010 - 08.2024
TELEMARKETER
Vancouver Opera
08.1999 - 10.1999
INSIDE SALES REPRESENTATIVE
Lockerroom Marketing Ltd
09.1998 - 08.2010
POWER ENGINEER
Kastelanski Staklenici
12.1994 - 02.1995
SCIENCE RESEARCH FELLOW
Incel
05.1991 - 03.1992
Bachelor of Science - Chemical Engineering
University of Banjaluka
HOBBIES AND INTERESTS
Cycling, I like to do cycling outdoors or indoors. Using Tacx application to virtually drive all over the world and outdoor road cycles and mountain bike. Have a very nice collection of road bikes and gear. Been doing this since 2017.