PHIL VLADAN FILIPOVIC
Toronto,ON
Summary
Goal oriented, dedicated and reliable Zendesk Certified Customer Service Professional with 15+ years of hands-on experience in Marketing, Sales and Support, and 9+ years in an IB/OB Contact Centre setting. Social Media and eMarketing savvy Web Content designer with a drive to elevate online user experience. Demonstrated analytical, problem solving and troubleshooting skills, ability to guide clients through discovery of their own actual needs and match them with well researched, cost effective, scalable solutions. Influential communicator with a broad acumen in deepening client relationships and revenue retention. Multiple Bell Excellence Club and TD LEI accolades for top ranking performance and highest quality ratings. Proficient in Microsoft Office 365, Google Workspace; ZenDesk, Sugar CRM, SalesForce, SAP, Slack, Zoom, Webex, Adobe Connect, TeamViewer, DocuSign, TSYS, Pega, S3, ChatGPT, Copilot, Gemini, WebSiteBuilder and Content Editing tools in distributed Cloud and VPN environments.
Overview
34
34
years of professional experience
Work History
Client Relations Specialist (Contract)
Canada Life Assurance Co
Toronto, Ontario
03.2024 - Current
- Effectively resolved omnichannel medical and elective inbound inquiries utilizing SalesForce, SharePoint, Mainframe AS400 and SAP, liaised with other business areas when needed and followed up with clients via outbound calls
- Provided guidance and advice to Plan Members, Program Participants, Medical Providers and Plan Administrators with all matters related to Group Policy, Coverage, Claim Expenses, Explanation of Benefits, Eligibility or Payments
- Actively participated in business processes and practices improvement to elevate delivery of all service offerings
Credit Card Advisor - Inbound/Outbound (On-site and Remote)
TD Canada Trust
Toronto, Ontario
04.2018 - 12.2023
- Helped Canadian clients navigate Credit Card, Unsecured Lending and Day to Day Banking markets and select products best suited to their financial needs
- Nurtured Leads referred from Digital Communications and qualified Prospects with highest conversion
- Handled unauthorised charges, Verified by Visa bypasses, provided tips on self-serve safety controls and emerging digital, in-app payment platforms
- Compiled dispute and chargeback claim information, escalated to Senior Detection with 1st or 2nd party fraud
- Excelled in client acquisition and onboarding - processing New Credit Applications via Credit Link, performing soft or hard credit checks with Equifax, handling account openings and set up, getting clients started with online banking and mobile banking app, adding or removing additional cardholders, setting up preauthorized debits
- Advised clients on creditworthiness, Credit Bureau reports, desirable behaviours to elevate their credit standing
- Resolved online banking access and PIN issues (resets, unblocks), performed personal and employment information updates, generated statement duplicates and billing cycle changes upon request, processed credit balance refunds, reward redemptions, real time balance payments and transfers, adjustments of payments, reward bonuses and redemptions; performed product transfers and account closures
- Retained or won back at-risk clients considering OFI offerings - by leveraging value-based discretionary loyalty programs, seeking exceptions and exclusive rates when appropriate
- Continuously leveled up business acumen through research of technology trends, honing new skills by shadowing with other LOBs, attending industry seminars, webinars and conferences
- Acted as a resource and Subject Matter Expert to new colleagues
- Proficient in Office 365, MS Teams, G-Suite, TSYS, Gateway, Credit Link, familiar with Sift and Kount
- Received multiple recognitions for top performance, compliance excellence and legendary service
- Credit Card Customer Service | EasyLine
Technical Support Professional, Inbound
Rogers Communications
Toronto, Ontario
01.2018 - 04.2018
- As a member of Tier 1 Inbound Cable Support Team provided expert advice, and timely resolution of technical issues
- Created / escalated tickets for network issues, booked service calls, dispatched technicians for on-site interventions
- Performed remote diagnostics, troubleshooting and configuration of Rogers Cable subscriber lines and equipment
- Guided subscribers through set-up and pairing of their devices, provided tips on self-serve resources for programming or content related queries, requests for channel mix upgrades, pay-per-view and video-on-demand premium access
Client Retention Specialist - Bell Mobility Loyalty / Internet Upsell Team
S&P Data Digital
Toronto, Ontario
05.2016 - 01.2018
- As a part of Zero Churn Outbound Campaign - provided Bell Mobility subscribers with expert advice, incentives and exclusive offers for smart phone hardware upgrades, rate plans and features adding value to their product mix, meeting or exceeding their requirements and ensuring lasting satisfaction
- As a part of Internet Upsell Team - introduced residential Bell customers across Canada to FTTH - highest internet speed tiers, securing their seamless migration to the right Fibe Internet package along with any critical hardware upgrades to deliver superb signal coverage and streaming quality throughout their home
- Bell Canada's Authorized Vendor
Business Interviewer - Customer Experience Specialist, Outbound
Coalition Greenwich
Toronto, Ontario
04.2015 - 05.2016
- Completed 1000+ telephone interviews within the scope of several syndicated and nonsyndicated brand awareness, client satisfaction and financial market research studies - collected feedback from personal and business clients of leading NorthAmerican commercial, retail and wealth management banks
Software QA Engineer | CRM Consultant (Freelance)
Allied Testing
07.2011 - 04.2014
- Reporting to VP of Sales overseen customization of corporate SugarCRM Professional platform to better suit the needs of the B2B sales teams - offering software QA SaaS solutions to niche FinTech industry clients
- Implemented a new Meetings module, custom Reports, Dashboards, Workflows; integrated Telephony, Email, Issue Tracking and Marketing clients; liaised with Sugar Support for Sugar Logic tweaks and Data migration
- Prioritized and coordinated user acceptance testing, facilitated training and product demos, and compiled a Starter Kit for existing and new users to ensure full adoption of the new platform's enhanced functionalities
- Acted as a Delivery Manager on Deutsche Bank's dbPalace, helped optimize London Stock Exchange's SETS
- Various on-shore off-shore locations
E-Business Management Trainer
Eunet College
Belgrade
02.2009 - 12.2010
- Assessed students' needs and designed personalized L&D workshops and training modules based on thorough case study and business process analyses relevant to individual levels of expertise
- Taught principles of effective online selling, digital marketing, webshop and website design
- Belgrade, Serbia
Technical Support Coordinator
RKC International
03.2007 - 12.2008
- Led a team of bilingual help desk specialists providing exceptional customer service including Level 1 & 2 tech support to 5000+registered international users of Zinba and FruitPokerCasino online gaming platforms
- Monitored transactions and member activities across multiple affiliated web sites in real time to assure best in class user experience, planned and facilitated online gaming events and campaigns
- Supervised incident tracking and resolution, back-office administration and generating of performance reports for senior management and affiliate network partners
- Online Gaming SaaS Provider (various on-shore and off-shore locations)
Manager of Sales | Customer Service Coordinator
The Futon Store
Toronto, Ontario
08.1996 - 12.2006
- Managed, trained and coordinated objective-oriented sales force at two downtown retail locations
- Kept track of inventory flow on 4000+ products, performed sales and staff performance analytics
- Maintained contacts and follow up with suppliers and partners to assure product availability and timely fulfilling of all outgoing orders scheduled for delivery and installation as per customer requests
- Directed all staff escalated critical issues towards rapid resolution allocating necessary resources
- Designed and optimised website content, validated all online orders, payments and promotions
- Researched, recommended and helped implement new features to enhance and expand core product line
- Golden Temple Products Ltd.
Freelance Translator | Web Content Editor and Technical Writer
05.1991 - Current
- Projects for clients, showcasing digital marketing assets, web design and end-user training services: The Futon Store web resources: - TFS Facebook Ad Center | TFS Meta Business Suite| Twitter:/X @The_Futon_Store - Google Analytics | Google Business Profile | YouTube channel: thefutonstore.net@gmail.com - Home Page variants with SEO: The Futon Store - Shares - Showcase | Futons, Resource Page Follow us on CRM customization Demo: Migrating to Modified SugarCRM - A Starter Kit
- Comprehensive written and oral translation and consecutive interpretation services, offering a wide variety of output formats - including subtitles, voiceovers and transcripts for multimedia or print;
- Content creation utilizing a variety of Photo/Audio/Video editing tools and web services: Photoshop, WindowsPhoto, ClipChamp, MovieMaker, CapCut, Vimeo, DaVinchi Resolve, OBS studio
Education
Certified Marketing Manager - undefined
SWOT Learning and Consulting
01.2011
MCP/MCSA curriculum in MS Windows Server Administration - Microsoft Gold Certified Partner
Guidance Training and Consulting
01.2010
Certified in E-Business Management - undefined
Eunet College
01.2009
Professional Translator for the English Language - undefined
Association of Scientific and Technical Translators of Serbia
01.1991
Electrical Engineer, College Degree - undefined
University of Belgrade, School of Electrical Engineering
01.1991
Skills
- Installation
- Setup
- Troubleshooting
- PC Hardware
- PC Software
- Peripherals
- Windows OS
- Windows Server
- Zendesk
- Active Collab
- ITIL
- Incident Management
- Agile Development
- FinTech Software QA
- SugarCRM
- SalesForce
- SEO
- SEM
- Google Analytics
- GA4
- AdWords
- Webmaster Tools
- CMS
- Content AV Editing
- DaVinchi Resolve
- CapCut
- Vimeo
- YouTube
- Photoshop
- Website Builder Tools
- SMarketing Integration
- Social Media
- SurveyMonkey
- ChimpMail
- Zoom
- Microsoft 365
- Webex
- Adobe Connect
- TeamViewer
- Google Workspace
- ChatGPT
- MS Copilot
- Avaya VOIP
- Cisco IP Communicator
- Enterprise Security
- Networking
- VMware Virtualization
- Active Domain
- VPN
- High-volume Call Centre Ecosystems
- Dell Tech Direct Technician
- Servicing Laptops
- Servicing PCs
Personal Information
CUSTOMER SUPPORT LEAD | CONTACT CENTRE RESOURCE | TECHNICAL WRITER
:: Link to my Professional Biography in PDF :: https://tinyurl.com/ucsm99fx ::
Timeline
Client Relations Specialist (Contract)
Canada Life Assurance Co
03.2024 - Current
Credit Card Advisor - Inbound/Outbound (On-site and Remote)
TD Canada Trust
04.2018 - 12.2023
Technical Support Professional, Inbound
Rogers Communications
01.2018 - 04.2018
Client Retention Specialist - Bell Mobility Loyalty / Internet Upsell Team
S&P Data Digital
05.2016 - 01.2018
Business Interviewer - Customer Experience Specialist, Outbound
Coalition Greenwich
04.2015 - 05.2016
Software QA Engineer | CRM Consultant (Freelance)
Allied Testing
07.2011 - 04.2014
E-Business Management Trainer
Eunet College
02.2009 - 12.2010
Technical Support Coordinator
RKC International
03.2007 - 12.2008
Manager of Sales | Customer Service Coordinator
The Futon Store
08.1996 - 12.2006
Freelance Translator | Web Content Editor and Technical Writer
05.1991 - Current
Certified Marketing Manager - undefined
SWOT Learning and Consulting
MCP/MCSA curriculum in MS Windows Server Administration - Microsoft Gold Certified Partner
Guidance Training and Consulting
Certified in E-Business Management - undefined
Eunet College
Professional Translator for the English Language - undefined
Association of Scientific and Technical Translators of Serbia
Electrical Engineer, College Degree - undefined
University of Belgrade, School of Electrical Engineering