Samir Mesic
Santa Clara
Summary
Accomplished Trust and Safety Analyst at Accenture with a proven track record in enhancing review processes and driving efficiency improvements. Leveraged strong attention to detail and exceptional data analysis skills to develop quality strategies, significantly boosting decision accuracy. Skilled in conflict resolution and project management, demonstrating a commitment to customer satisfaction and operational excellence.
Overview
12
12
years of professional experience
Work History
Trust And Safety Analyst
Accenture
01.2022 - Current
- Responsible for reviewing various projects from external clients. Strong emphasis on an efficient and error free review process.
- Evaluated project issues using a complex business system review process. Attention to detail was key to ensure customer and client satisfaction.
- Developed and implemented comprehensive quality strategy, including scalable processes and tools, resulting in efficient monitoring of decision accuracy and adherence to client agreements.
- Responsible for analyzing and reviewing user profiles, videos and text based content by investigating and resolving issued by users or flagged by the system.
- Delegated and monitored progress of assignments, ensuring achievement of all deadlines.
- Ran python scripts into terminal and downloaded applications to run on multiple devices
- Identified process gaps, determined solutions, and implemented new ways to drive efficiency improvements.
Driver/ Courier
Alto Pharmacy
09.2021 - 03.2022
- Sorted and scanned customer’s medication accordingly
- Planned routes for couriers.
- Delivered prescriptions to patients while ensuring great customer service.
Driver/Courier
Federal Express
11.2018 - 02.2021
- Monitored the stock in inventory and communicated with customers in a professional manner.
- Helped mitigate customer complaints in regards to delivery and shipment issues.
- Maintained complete records regarding customer invoices, shipped parcels, and special instructions regarding shipments.
Senior Service Agent
Federal Express
06.2013 - 10.2018
- On a regular basis, I handled customer service complaints in a responsible manner. They were resolved with a focus on customer satisfaction.
- Maintained a working knowledge of the company's products and processes to assist with specific customer inquiries.
- Collaborated with management to effectively train and mentor junior staff and prepare them for their expected roles and duties.
Education
Associate of Arts - Business Administration
DE ANZA COMMUNITY COLLEGE
Cupertino, CA12-2016
High School Diploma -
PROSPECT HIGH SCHOOL
Saratoga06-2013
Skills
- Strong attention to detail and organizational skills
- Exceptional skills in data analysis, policy interpretation, and communication
- Conflict Resolution
- Experience in Assisting with Maintenance and Management (Residential and Corporate levels)
- Experience in project management software Yardi Voyager
5x Bravo Zulu Award(Customer Satisfaction)
Customer service, resolved customer/ Client conflicts to prevent loss of key accounts
Languages
English
Native or Bilingual
Croatian
Native or Bilingual
Spanish
Elementary
Timeline
Trust And Safety Analyst
Accenture
01.2022 - Current
Driver/ Courier
Alto Pharmacy
09.2021 - 03.2022
Driver/Courier
Federal Express
11.2018 - 02.2021
Senior Service Agent
Federal Express
06.2013 - 10.2018
Associate of Arts - Business Administration
DE ANZA COMMUNITY COLLEGE
High School Diploma -
PROSPECT HIGH SCHOOL
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