Branko Milovanovic

• Managed and supervised team of 15 agents through regular 1x1, KPI observation, and Side-by-Side coaching.
• Trained and promoted more than 40 subordinates to Level Role
• Maintained attrition level of less than 5%.
• Worked with other teams on Cross-Functional Collaboration Projects
• Drove execution of Service Level Agreements and reported results
• Acted as Escalation point for resolving complex issues, or addressing difficult customers.

• Trained Strategic Partners Management on Cross Skill transformation projects, leading to improved Weekly Resolve Rate of 29%.
• Performed JIRA mapping of new Sites and Roles for LOB change.
• Developed Call Library Product, used for Employee training and Call quality improvement
• Worked with various Stakeholders on Reporting Tool Improvement Project.
• Responsible for driving adoption of new and updated technologies and tools.

• Managed and supervised team of New-Hire agents through regular 1x1, KPI observation, and Side-by-Side coaching.
• Achieved No. 1 attainment results across other Shift Leaders in EMEA.
• Coached and developed more than 20 individuals in order to enhance workforce skills.
• Advised staff on career progression opportunities leading to increased motivation levels.
• Organized regular performance reviews to ensure continuous staff development.

• Acted as Escalation point for difficult customers with over 20 customer calls per day.
• Supported employees in Resolving Complex issues.
• Participated in Process improvement through identification of areas of opportunities
• Coordinated training programs to enhance employees' product knowledge and skills.

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