slobodan-cvjeticanin.rs

Team Manager · Service Delivery & Support Operations

Slobodan Cvjeticanin

Belgrade, Serbia s.cvjeticanin94@gmail.com +381 62 8371 375
6YRS
Leadership
85
Direct Reports
4,000+
Tickets / Day
12+
Client Brands

Introduction

Team manager with six years in customer support and live studio operations across BPO, SaaS, and iGaming. Currently managing 85 direct reports at ARRISE — performance management, coaching, and disciplinary oversight. Previously founded a support agency — 25 agents, 4,000+ tickets per day at 85%+ CSAT for 12+ e-commerce brands.

Work Experience

Management & Leadership

ARRISE

Team Manager
May 2026 — Present
  • 85 game presenters managed across rotating shifts in a 24/7 live studio
  • KPI tracking, coaching, and one-to-one performance sessions
More about this role at ARRISE
  • Absence, disciplinary, and grievance processes end to end
  • Power BI & Excel reporting; recruitment and onboarding
arrise.com ↗

United Support

Founder / Service Delivery Manager
Oct. 2022 — May 2026
  • Founded and scaled a BPO agency to 25 agents serving 12+ e-commerce brands in 7 languages
  • Delivered 4,000+ tickets per day at 85%+ CSAT and 70–85% first-contact resolution
More about this role at United Support
  • Cut client response times from 12–14 min to under 4; reduced payment disputes by 40–62%
  • Owned client relationships end to end — escalations, QBRs, and account growth
unitedsupport.co ↗

SupportYourApp

Team Lead
Oct. 2020 — Jun. 2022
  • Led and supervised a 17-member customer support team
  • Scheduling and capacity planning against demand and SLAs
More about this role at SupportYourApp
  • Performance reporting and insights to drive improvements
  • Onboarded, trained, and coached new hires
supportyourapp.com ↗
2018 — 2020 Full-time study — Web Development & QA Software Testing

Customer Support Agent

Kuehne + Nagel

Customer Support Agent
2017 — 2018
  • Customer support for freight and logistics clients in a global operation
  • Shipment tracking, status updates, and delivery coordination
More about this role at Kuehne + Nagel
  • Liaised with carriers and warehouses to resolve delays
  • Handled shipping documentation and billing queries
kuehne-nagel.com ↗

Sitel

Customer Support Agent
2016 — 2017
  • Customer service for The Body Shop — orders, returns, and product queries
  • De-escalation of complaints and difficult customer situations
More about this role at Sitel
  • Multi-channel support across phone and email
  • Worked against CSAT and quality targets
foundever.com ↗

NCR

Technical Support Agent
2015 — 2016
  • First-line phone support for Walmart store hardware
  • Troubleshot debit readers, cash registers, and self-checkout systems
More about this role at NCR
  • Remote diagnostics, escalating to field technicians when needed
  • Logged and documented incidents through to resolution
ncr.com ↗

Key Skills

Service Operations

  • Power BI & Excel reporting
  • KPI dashboards
  • Shift & quality reporting

Project Management

  • Jira · ClickUp · Trello
  • Workflow design
  • Capacity planning

Data Management

  • SQL / MySQL
  • Database querying
  • Data analysis & reporting

Web & Digital

  • HTML5 · CSS3 · Bootstrap 5
  • Built & maintain unitedsupport.co
  • Agency platform development

Collaboration

  • Microsoft Office
  • Google Workspace
  • Documentation management

Languages

  • Serbian — Native
  • English — C2 Proficient

Core Competencies

Strategic Leadership

Strategic team leadership and performance management, scaling operations from 17 to 85 direct reports across BPO, SaaS, and iGaming.

Data-Driven Ops

Operational decision-making driven by service metrics, KPI tracking, and real-time Power BI and Excel reporting in 24/7 high-volume environments.

Executive Comms

Clear stakeholder communication from frontline management to C-level — escalation handling, account management, and performance governance.

Education & Interests

Education

Bachelor's Degree in Communication Studies
John Naisbitt University · Belgrade, Serbia

Web Development & QA Software Testing
Professional study · 2018 — 2020

Interests