MARTIN
STEVANOVIC
SALES SPECIALIST / ELECTRICAL TECHNICIAN
27 YEARS OLD
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Work Experience
CUSTOMER SUPPORT - AGENT COACH / TELIA NORGE
DEC 2021 - AUG 2022
- Provides phone support for customers using internet services (FTTH, AE, HFC, FWA) and TV.
- Performs technical troubleshooting and guides customers through solutions.
- Offers value based advice to increase customer satisfaction and reduce churn.
- Actively uses cross-sell and upsell strategies to promote mobile subscriptions.
- Works with KPIs such as speed, accuracy, and service quality.
- Member of the Agent Coach team, responsible for training new employees.
- Provides continuous support and guidance to colleagues in daily operations.
- Responsible for managing phone traffic after 4:00 PM
- Monitors and optimizes key metrics such as wait time, handling time, and call duration.
- Held full responsibility for customer service center operations during weekends and off-hours.
- Reports operational challenges and solutions to management.
- Participates regularly in internal training and develops communication skills.
RETAIL SALES SPECIALIST / HARDING | TRAVEL RETAIL
DEC 2021 - AUG 2022
- Provide outstanding customer service to all guests, promoting a positive shopping experience.
- Demonstrate expert knowledge of products sold in the store, including details, pricing, and benefits.
- Meet and exceed sales targets by utilizing effective selling techniques.
- Assist in the visual merchandising of the store, ensuring it is always attractive and inviting.
- Maintain inventory levels and conduct regular stock checks, reporting any discrepancies.
- Handle customer inquiries, complaints, and returns professionally, ensuring customer satisfaction.
- Provide product demonstrations and engage customers in conversation about their needs and desires.
- Work together with other team members to ensure smooth store operations.
- Stay informed about new products, sales, and promotions to provide accurate information to customers.
- Adhere to all company policies and procedures, and maintain a safe and clean store environment.
MANAGER ASSISTANT / CINEPLEXX
SEP 2021 - NOV 2021
- Assist the Cinema Manager in daily operations, ensuring smooth and efficient running of the cinema.
- Oversee customer service operations to deliver a superior cinema experience.
- Help manage a team of cinema employees, including hiring, training, scheduling and performance management.
- Assist in managing the cinema's financial objectives, including budgeting, forecasting, and cost control.
- Help manage inventory of food, beverages, and other supplies.
- Handle escalated customer issues or complaints, ensuring a swift and satisfactory resolution.
- Assist in coordinating and executing promotional events and special screenings.
- Ensure compliance with health and safety regulations and company policies.
- Assist in the planning and execution of cinema maintenance and upgrades.
- Team up with the Cinema Manager and other departments to improve operational efficiency.
- Assist with reporting on cinema performance and key metrics to company management.
SENIOR SALES REPRESENTATIVE / TELENOR
MAY 2018 - SEP 2021
- Develop and execute effective sales strategies to meet and exceed sales targets, both for new and existing clients.
- Conduct "cold calls" to potential customers to introduce Telenor's telecommunications, converting leads into new contracts.
- Maintain and expand a portfolio of existing clients through upselling and cross-selling opportunities, ensuring high levels of customer satisfaction and loyalty.
- Promote and sell a range of Telenor products and services, including telecommunications and Mobi Bank's financial products like accounts, loans, and credit cards.
- Specialize in small business contracts, managing both new contracts and renewals for businesses requiring up to 19 sim cards.
- Provide detailed information and answer queries about Telenor's telecom and banking products to potential and existing customers.
- Cooperate with Sales Team Leads and other team members to optimize sales strategies.
- Report regularly on sales performance against targets to Sales Team Leads and management.
- Handle escalated customer complaints and issues, ensuring resolution and customer satisfaction.
- Participate in training and development activities to improve knowledge of Telenor's telecom and banking products.
- Provide feedback and suggestions for improving the sales process and customer experience.
- Support the training and development of junior sales representatives as needed.
SALES TEAM LEADER / IMPACT TEL
AUG 2017 - MAY 2018
- Lead and manage a team of sales representatives, setting targets for telecom and banking products.
- Maintain strong relationships with Telenor and Telenor Bank, aligning sales strategies across products.
- Develop strategies to promote and sell Telenor telecom services and Telenor Bank's financial products like accounts, loans, and credit cards to existing customers.
- Ensure the sales team understands the details and benefits of Telenor Bank's financial products and can effectively sell these to customers.
- Handle escalated customer issues or complaints related to both telecom services and banking products.
- Participate in key sales appointments and negotiate with key clients, offering a complete suite of telecom and banking solutions.
- Provide training and coaching to the sales team to improve their skill sets and knowledge of both telecom and banking products..
- Monitor and report on team sales performance metrics across both telecom services and banking products.
- Provide feedback and suggestions to upper management for improvements in the sales process, incorporating the unique challenges and opportunities of selling both telecom services and banking products.
EDUCATION
ELECTRONICS TECHNICIAN / ETS NIKOLA TESLA NIS
2012 - 2016
FRONTEND WEB DEVELOPEMENT / IT ACADEMY BELGRADE
2019
SKILLS & COMPETENCIES
Operation System
Windows
87%
Mac OS
76%
Linux
64%
Android
95%
iOS
98%
Applications
Adobe Illustrator
95%
Adobe Photoshop
82%
Microsoft Excell
95%
Microsoft Word
95%
Blender
32%
Programming
C#
31%
CSS / HTML
76%
JavaScript
WordPress
64%
Bootstrap
68%
