PHIL VLADAN FILIPOVIC

• Partnered with Financial Advisors and Branch Teams to deliver impactful service to Clients, executing trades and internal or external account transfer instructions, ensuring compliant handling of all requests and responsible use of Firm’s digital assets

• Made sure SOPs are in place for all daily procedures, all Client Relationships monitored, and all FA recommended Portfolio changes distributed to Clients for approval, Rebalancers actioned within stringent timelines utilizing Remote Access platforms such as JonesLimk, T&T, DocuSign, Secure Messaging while maintaining end-to-end full data protection and privacy

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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)

• 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.