+Smiljan Vujic
Kitchener,ON
Summary
Dedicated and detail-orientated professional in administrative management known for high productivity and efficient task completion. Possess specialized skills in workflow coordination, staff supervision, and process improvement. Excel in communication, leadership, and problem-solving to enhance team performance and achieve organizational goals.
Overview
8
8
years of professional experience
Work History
Customer Support Team Leader
ApplyBoard
Kitchener, Ontario
07.2022 - Current
- Conducted regular performance reviews of team members to ensure quality standards were met.
- Trained new team members on company policies, procedures, products, services, and technologies.
- Developed and implemented strategies to improve customer service processes and procedures.
- Resolved escalated customer issues in a professional manner while maintaining positive relationships with customers.
- Assisted with the development of strategies for resolving difficult customer situations or complaints.
Escalations Manager
ApplyBoard
Kitchener, Ontario
03.2020 - 07.2022
- Developed and implemented escalations process to ensure customer satisfaction.
- Analyzed customer feedback and identified areas of improvement in the escalation process.
- Coordinated with cross-functional teams to resolve escalated issues quickly and efficiently.
- Monitored customer service team performance, providing guidance on how to handle difficult situations.
- Reviewed and analyzed customer account activity to identify any fraudulent activities.
- Developed various fraud prevention strategies, including creating new internal policies and procedures.
- Implemented anti-fraud measures such as identity verification protocols and real-time alerts on high-risk transactions.
Consultant
Sun Life
Kitchener, Ontario
11.2018 - 03.2019
- Assisted in the development of business process models and diagrams to illustrate current processes and identify areas for improvement.
- Analyzed existing processes, identified opportunities for automation, and recommended solutions to improve efficiency.
- Conducted interviews with stakeholders to identify needs and requirements for new or modified business processes.
- Performed root cause analysis on complex problems related to business processes.
- Created workflow documentation including process descriptions, flowcharts, decision trees.
Process Analyst
OTIP
Waterloo, Ontario
08.2016 - 11.2018
- Created detailed reports on project progress, results, and recommendations for further improvement.
- Implemented changes to streamline processes and reduce costs.
- Collaborated with stakeholders to develop new processes that meet customer needs.
- Conducted research into best practices and industry standards related to process design and implementation.
- Provided training sessions to staff members on newly implemented processes.
Education
Lean Six Sigma Green Belt - Process Piping Design
EZSigma Group
Toronto, ON06-2018
Bachelor of Arts -
University of Waterloo
Waterloo, ON09-2010
Skills
- Business Writing
- Corporate processes and procedures
- Training and development
- Customer Relations
- Team Building
- SLA management
Timeline
Customer Support Team Leader
ApplyBoard
07.2022 - Current
Escalations Manager
ApplyBoard
03.2020 - 07.2022
Consultant
Sun Life
11.2018 - 03.2019
Process Analyst
OTIP
08.2016 - 11.2018
Lean Six Sigma Green Belt - Process Piping Design
EZSigma Group
Bachelor of Arts -
University of Waterloo
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