Igor Zupan

Summary

A highly experienced professional with over 5 years’ experience for a number of Multinational companies. Previous work experience to date has provided a wealth of specialist skills. Extremely ambitious and open to new opportunities and challenges in pursuing my future career path. Ability to adopt and learn quickly can bring me up to speed with latest business requirements and allow me to achieve company goals and meet the targets and scheduled deadlines.

Skills
English and Croatian language Customer and personal service Critical thinking
Judgement and decision making Out of the box thinking
B2B and B2C sales Coaching technical support Active listening Time management
Monitoring
Complex problem solving iOS, Windows, MS Office experience, emails
Data entry
Target driven
Consulting

Experience

Customer Service Advisor – Night Shift Zazzle – Cork, County Cork

Answering support calls and e-mails daily approximately 80+
Helping customers in a professional and timely matter including but not limited to: Adapting to company delight philosophy
Processing return orders, Cancellations, Replacements, Promotional offers, Status of orders, Design help, Website navigation
Communicating effectively to ensure customers are completely satisfied with their Zazzle experience
Exuding confidence with a professional demeanor
Understand and preserve company goals as well as drive and motive fellow team members to accomplish them
Conducting research on orders and use available resources
Complete translation tasks as needed
08/2017 to 10/2017

AHA iOS T1 08/2016 to 12/2016 Apple – Cork, County Cork

Provided up to date information and technical support for Apple products and services.
Adherence to SLA’s (service level agreements) such as call handling time, call quality, database logging quality.
Maintained a professional manner whilst offering a high level of customer service. Accurate logging of all inbound queries on the applicable database for each account.
Timely escalation of issues relating to other departments.

Outbound/Inbound Advisor 11/2015 to 06/2016 Abtran – Cork
Provided up to date information about the suite of channels offered by Sky Ireland. Amended Sky Ireland subscriber’s packages and identified cross sellingopportunities. Involved with outbound marketing campaigns.
Adherence to SLA’s (service level agreements for the client) such as callhandling time, call quality, database logging quality.
Maintained a professional manner whilst offering a high level of customerservice. Accurate logging of all inbound queries on the applicable database for eachaccount. Timely escalation of issues relating to other departments.

Office Administrator 03/2015 to 10/2015 DHL Global Forwarding Dublin
Administrative and office support activities for multiple supervisors.
Manning a busy switchboard dealing with a high volume of telephone calls. Meeting, greeting and directing visitors to the office.
Data entry, word processing, filing, and faxing.
Extensive software skills are required from me, as well as Internet research abilities and strong CV.
Strong communication skills as well as completing a number of reports for submission to the management team.
Support senior level managers and I can supervise other support staff.

Samsung Galaxy Studio Zagreb

Help users to know more about Samsung products and devices, showcase the devices and help them to resolve any issues they have or may be having in the near future.
Providing technical support assistance to complex situations and ensuring a solution is provided to the customer against my first call resolution targets.
Relaying complex technical support guidance in a manner that technically

unsophisticated customer are able to digest and ensuring satisfaction on each call.

Credit Controller 06/2013 to 08/2013 Hypo Alpe Adria Bank Zagreb
Processing a high volume of invoices.
Contacting customers to advise them of their payment collection date and take necessary transactions.
Creating and implementing payment plans to suit customers’ needs and providing advice on customers financial needs.

Customer Service Advisor 06/2011 to 06/2013 T – Mobile Zagreb
Specialist Support Unit – Managing a high volume of inbound calls dedicated to customer complaints with all customer complaints were addressed and rectified the customers issues and ensured customer satisfaction on each call.
Working in B2B department in an outbound capacity where various businesses are contacted, promoting T -Mobile products/services and up selling packages to suit business needs.
Contacting existing customers in an outbound capacity promoting T – Mobile products/services and up selling packages to suit customer needs.
Inbound call support and sales making a high volume of inbound calls to up sell/cross sell customers packages.

Education
IT in Business: Jan 2015 University of Applied Science – Vern