Kadian L. Djokovic

• Directly manage a team of 3 agents while providing support for the entire team of 6 agents in total.
• Train new agents on the functions and features of the support platform Dixa to be used on a daily basis in addition to the client content, procedures and other daily applications. Previously trained agents on the use of Zendesk as well.
• Handle agent and client escalations, TikTok Shop queries and payment disputes on Stripe, PayPal & Shopify.
• Maintain and create monthly scheduling for the entire time.
• Remote

• Provide impeccable customer support for small and medium size businesses based mainly in Europe and the U.S.
• Train new agents on specific Client content, procedures and applications.
• Provide assistance with daily guidance, escalations, cancellations and refund requests within the specifications of the Client.
• Handle an average of 100 tickets daily.
• Remote

• Provide a guided experience for Microsoft Partners who wish to enhance their business within the Cloud by way of Office 365, Dynamics 365 & Azure.
• Plan and stategise with Partners on their short & long term goals for the expansion of Cloud services and certifications.
• Manage a total of up to 80 Partner portfolios.
• Provide hands on assistance and follow up for Partner issues and be their main point of contact for most of their Microsoft concerns.

• Supervise and oversee the functions of the Customer Care Operations Support Analyst Team, the Social Media Team and the Webchat Team.
• Spearheaded the creation of a dedicated webchat team to assist with the transformation process of the business.
• Assist with the handover of Social Media pages, emails, rebates and webchats from the Eastern Caribbean Markets and Guyana to be done by the respective teams in Jamaica.
• Provide daily, weekly and monthly reports regarding monitored statistics for all team Key Performance Indexes.
• Schedule weekly and monthly meetings via Outlook with the team and supporting Manager to ensure Key Performance Indexes were always on track and concerns highlighted.
• Create monthly schedules for all teams managed and ensure proper coverage for completion of all tasks.
• Enact any disciplinary action needed for agents and analysts who are in breach of company policies, procedures and expectations.
• Provide hands on assistance and follow up for customers with issues that require timely investigations.
• Analyze the day to day operations of the teams to ensure efficiency and quality standards.
• Provide support for all teams managed for a team size of approximately 35.

• Troubleshoot and process prepaid & postpaid rebates submitted for the Jamaican & Cayman Markets.
• Ensure customer queries submitted via webchat, email and the ticketing service CRM were analyzed, followed up on and were resolved within the SLA of 24 hours.
• Flag issues and alert the relevant teams of any technical trends based on reports and analysis done and follow up to ensure there is a final resolution.
• Complete Daily/Weekly/Monthly Reports showing cost and trends associated with rebates posted for the Jamaican Market along with trends in customer queries.
• Develop process improvement plans to reduce the number of escalations and rebates submitted based on analysis.

• Create an exceptional experience for the customer by using professional customer service techniques.
• Resolve customer questions and concerns efficiently and effectively through the use of active listening.
• Resolve customer issues on the first call.
• Assiduously work to achieve the company’s Key Performance Indexes for the call center.

Patrolled the Zoo & oversaw the water play area to ensure that all guests were safe and not harmed by the animals and vice versa.

Attentively monitored swimmers to identify distress, while maintaining a clean and safe facility, performing necessary cleaning tasks on a daily basis.

Sorted and distributed the mail for students, faculty and staff. Also, allocated and maintained the school’s mailbox system and performed cashier duties.