931 Glasgow Street Unit 15C, Kitchener, ON N2N 0B6226-978-0432bojan.cvjetkovic@gmail.

com

Bojan Cvjetkovic
Objective
Proactive, performance-driven professional with 8+ years progressive expertise in
leadership and solving for government and startup operations. Keen understanding of
business priorities, genuine team player committed to managing operations and projects
flawlessly while contributing to revenue-producing activities.
Cross-functional communicator easily interfaces with high-profile staff, vendors, and
customers. Versatile, innovative, and loyal management professional able to see the big
picture while staying on top of all the details. Recognized for consistent success in
developing the processes and procedures to streamline operations and enhance revenue
performance. Fluent in Serbian and English, proficient in Croatian, Macedonian and
Bosnian.
Experience
2007-present

Veslo Family Restaurant

Kitchener, ON

Web Manager

Designed, developed and administered company's Internet and Intranet sites.

Designed web page layout and added graphics to enhance the look of the pages.
Specified and created an attractive animated sequence for the homepage.
Integrated content provided by other departments such as sales, marketing, and
business development.
Solicited cross-linking relationships with other web sites to increase site traffic.
Submitted the site to search engines and added keywords to all pages to improve
placement in search results.
Educated company staff on the power and capabilities of the company's web site,
and encouraged them to provide more content for the site.
Ensured proper operation of the web site with various browsers on different
platforms.
Responded to written and telephone requests for website issues

2013-2014

Reliance Home Comfort

Cambridge, ON

Rental inside Sales Advisor

Checked to ensure that appropriate changes were made to resolve customers'

problems.
Kept records of customer interactions and transactions, recording details of
inquiries, complaints, and comments, as well as actions taken.
Recommended improvements in products, packaging, shipping, service, and billing
methods and procedures in order to prevent future problems.
Contacted customers in order to respond to inquiries and to notify them of claim
investigation results and any planned adjustments.
Solicited sale of new and additional services and products.
Referred unresolved customer grievances to designated departments for further

226-978-0432bojan.cvjetkovic@gmail.com

Bojan Cvjetkovic
investigation

2011-2013

Nordia Inc

Kitchener, ON

Customer Service Representative / Workforce Analyst

Checked to ensure that appropriate changes were made to resolve customers'

problems.
Conferred with customers by telephone and in person in order to provide
information about products and services, to take orders and cancel accounts, and to
obtain details of complaints.
Referred unresolved customer grievances to designated departments for further
investigation.
Solicited sale of new and additional services and products.
Resolved customers' service and billing complaints by performing activities such as
refunding money, and adjusting bills.
Trained and managed numerous representatives and achieved significant
improvements in their productivity.
Kept records of customer interactions and transactions, recording details of
inquiries, complaints, and comments, as well as actions taken.
Exercised Workforce Management Tools to efficiently operate local and external
contact centers.
Ensured staffing requirements are met and advise management on how to meet
targets.
Scheduled activities for employees at various call centers while performing various
administrative duties using Microsoft Excel, Word Outlook, Interaction Client
Supervisor, CMS, RTA, WFM and Avaya.
Analyzed call volume trends, occupancy, AHT and absenteeism and provide written
reports.
Reported historical and real-time events to operations in a timely manner.
Worked with other analysts located at different sites across time zones.

2009-2011

Arvato Digital Services

Kitchener, ON

Escalation Specialist / MSI Customer Service Representative

Escalation representative for XBOX Customer Service department.

Handled complex service orders and hostile customers
Recommended corrective action to address customer complaints.
Handled Pre-Sale calls, Lead Generation and advised customers on business setup
from a software/server perspective

2006-2009

iQor

Cambridge, ON

226-978-0432bojan.cvjetkovic@gmail.com

Bojan Cvjetkovic
Escalation Specialist

One of first 30 representatives promoted to Escalations when the campaign opened.

Handled complex service orders and hostile customers
Checked accounting ledger and order postings for errors.
Recommended corrective action to address customer complaints.

Education
2011-2015

University Union Nikola Tesla

Bachelor of Engineering

References
References are available on request.

Belgrade, Serbia