Customer Service Manager

GORAN GOJKOVIC

** ******** ******, ******* ** ***6

Home : 781-***-**** – Cell : 781-***-**** – E Mail : *************@***.***

PROFESSIONAL SUMMARY

Accomplished Office Manager who proudly maintains a highly productive, efficient, and quality-driven environment. Vast experience in an office setting, excellent interpersonal communication skills, and the organizational savvy to run an office smoothly.

SKILLS

Customer service, Patient/Customer care Strategic planning capability

Analytical thinker Independent judgment and decision making

Effective staff coach Project management

Planning and development Language : Spanish, Bosnian, Croat,Czech, Serbian

WORK HISTORY

Office and Operations Manager 08/2016 to present

Housing Families Inc. – Malden, MA

Organize and coordinate office operations and procedures to ensure organizational effectiveness, efficiency and safety.

Assist all staff to have fully functioning technology at all five office locations.

Created a welcoming and informed office for all guest by creating a system to train, supervise and manage front desk.

Assist with maintaining office policies as necessary.

Maintain new employee packets.

Coordinate with IT department on all office equipment

Assist with on-boarding new employees (email and computer setup)

Organize office operations and procedures.

Manage relationships with vendors, service providers, and landlord, ensuring that all items are invoiced and paid on time.

Manage contract and price negotiations with office vendors, service providers and office lease.

Manage office G&A budget, ensure accurate and timely reporting.

Assist Development and Senior Leaders with administrative tasks.

Edit agency documents and publications as necessary.

Practice Manager 11/2014 to 11/2015

VitreoRetinal Consultants – Brookline, MA

Strategically planned methods to achieve operational goals and targets, leading facility staff in the production of a plan that focused on all aspects of facility operations, including setting priorities and job assignments.

Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices, and facilitation a proactive work environment.

Established standards for selection, promotion, and termination of staff.

Identified and improved process improvement in the day-to-day functioning of the department.

Led, designed, and implemented training programs and initiatives which contributed to a 30% decrease in patient wait time and a 5% cost reduction.

Managed and directed fiscal operations, including planning budgets, authorizing expenditures, accounting, and coordinating financial reporting.

Established staff schedules and assignments based on facility needs and equipment, assigned employee work areas, and authorized overtime.

Office Manager 09/2005 to 11/2014

New England Eye Center – Framingham, MA

Skillfully developed departmental goals, objectives, standards of performance, and policies and procedures.

Organized the department in accordance with administrative guidelines in order to provide specified services to meet the legal, organizational and medical staff guidelines.

Developed a system of staff communication to ensure proper implementation of treatment plans and comprehensive patient care.

Established and oversaw implementation of an effective budgeting and accounting system that improved efficiency and reduced costs.

Continually maintained and improved the company reputation and positive image.

Supervised and managed the daily activities of a clinical team consisting of 7 physicians, 4 technicians and 4 support staff, establishing standards for selection, promotion, and termination of staff.

Maintained good communication between departments heads, medical staff, and higher management by attending regular meetings and synchronizing interdepartmental functions.

Assistant Manager 10/2000 to 06/2005

Credit Control Service – Newton, MA

Initiated operational improvements to improve overall Call Center productivity and oversaw call center employees to ensure customer satisfaction goals were consistently met.

Developed all processes, controls, and metrics for daily management of the Call Center.

Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.

Defused volatile customer situations calmly and courteously.

Responsible for achieving overall collection goals within department, tracking competitive rankings and making resource adjustments to assure optimal performance, coach and train bilingual collection staff and supervisors to improve collection techniques.

Prepared reports and communication for senior management and clients.

EDUCATION

Bachelor of Science, Economics

College of Economics – Sarajevo, Bosnia and Herzegovina

High School

Edron Academy – Mexico City, Mexico

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