Jovana Milicevic

• Ensured regulatory compliance by staying abreast of industry best practices and incorporating these into daily operations as needed.
• Fostered a culture of collaboration among team members by frequently sharing insights and best practices related to effective payment processing techniques.
• Reduced errors in payment transactions by conducting thorough data analysis and identifying discrepancies.
• Improved payment processing efficiency by streamlining workflows and implementing automated systems.
• Enhanced customer satisfaction with prompt and accurate payment processing, addressing inquiries professionally.

• Resolved customer queries over phone, chat and by email.
• Markets managed are: Romania, Finland, Iceland (EN language) and Serbian (native).
• Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
• Input customer information and personal data onto internal database. Ability to multi-task and handle multiple queries at the same time, catering for different market needs - on different software and Back offices.
• Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution.
• Proficiency using Zendesk, iCore, Betler, Mobius, Digitain Platform Management System, Jira Help Desk.
• Verify client identity and financial documents, highlight and escalate possible game fraud to the business.
• Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.

Receptionist at Casumo iGaming company and Marina Business Centre ( Exalco)

Responsibilities:

- Customer service ( greeting visitors and directing them to the correct person or department; managing the visitors book and giving out security passes; answering enqueris in person, by phone and on email or Slack; providing informations)

- Key registry
- CCTV control

- accept deliveries and mails, organize them to be distributed to the correct recipients, ect.

-Coordinated security for events and implemented emergency procedures when required.

- Investigated alarm triggers and incidents with thorough evidence collection.

Responsibilities:

- Direct and phone contact with owners and clients
- Facebook and mail communication with clients
- Advertising properties on Facebook
- Customer care responsibilities
- Handled all security deposit refunds

- Received, checked and processed applications for new leases

• Responded to requests and scheduled appointments for property showings.
• Facilitated smooth move-ins for new residents by preparing lease agreements and coordinating logistics efficiently.
• Managed online listings for the property, ensuring accurate information was available for potential tenants at all times.

Spinola Park Business Centre; Evolution Gaming Malta Limited

- Reception responsibilities (key registry, working with clients, contact with clients via phone and mails, scheduling appointments, daily contact with different clients, solving problems, etc.)
-Detected emergencies using electronic access control systems, video surveillance and security lighting.

- Monitored and authorised entrance and departure of employees, visitors and other persons by verifying identification and controlling entry and exit points.

- Followed established security and safety procedures and posted orders to enforce company rules, policies and regulations.

Rokna hotel, St. Julian's

- Receptionist/security officer

- Greeted hotel guests with warmth and professionalism, providing excellent first impressions.

- Managed and dealt with customer complaints by promptly resolving issues and offering helpful solutions.

- Assisted guests with mobility impairments, making sure they were comfortable and looked after.

- Welcomed customers by completing check-in procedures and amending required reservation changes.

- Managed high volume of face-to-face, online and telephone bookings, upholding customer service standards in every interaction.

Responsibilities:

- daily contact with clients via phone and mail
- scheduling and organising meetings
- resolving different kind of customer’s issues

- managed reception staff schedules, coordinating based on budgets, busy front desk periods and contracted hours.

- managed staff training and onboarding, coaching in customer service techniques, best practices and complaint management.

Responsibilities:

- supervising maintenance and cleaning team (25 employees)

- supervision throughout 4 facilities (Utility building, MSJQ, NOB and XPS)
- communication and cooperation with project manager and clients on a daily basis
- Oversaw cleaning crew to ensure exceptional service in line with company standards.

- Stayed up-to-date in company's procedures, regulations and best practices by attending training and reading company manuals.