Domagoj Makar

In charge of Customer Support and Online Sales operations for our clients worldwide. Here at Q Experience, we gather passionate enthusiasts and build a dedicated team for each client; to boost online sales and to provide exceptional customer support for your potential and existing clients. Covering entire operation (college-degree agents, management & technology), our awesome team makes every contact count in adding additional value to your business.

Responsibilities: • Managing B2B service center • Contact center • Back office • Complaint management • B2B Telesales • Support for proprietary, partner and franchise sales network • Customer documents digitalization and archiving • Customer experience management for business customers Achievements: • 15% yoy B2B customer satisfaction improvement • 20% first contact resolution improvement for B2B support services • 70% B2B telesales performance improvement

Responsibilities: • Managing Business Contact Center for SOHO/SME and Key Account business customers • Customer experience management for business customers (calls, emails, fax, web forms…) • Support for proprietary, partner and franchise sales network • Customer documents digitalization and archiving Achievements: • 5% yoy improvement of customer satisfaction in voice channel • 13% improvement of customer satisfaction in e-mail and written channel • 15% contact center efficiency improvement

• Managing contact center support for SOHO & SME customers • In charge for back office activities - activation and administration process for residential and SOHO/SME customers

Responsibilities: • Managing 4 teams (100 employees) in residential contact center • Implementing proper balance between cost and customer experience • Adjusting processes and securing appropriate set of employee skills to ensure market best (10% above competition) customer satisfaction level Achievements: • Actively involved in decreasing cost per customer for 15% • Transforming contact center from cost to profit through cross/up selling

Responsibilities: • Managing team of 8 workforce specialists and experts • Providing detailed analysis of contact center’s KPI’s and making strategic recommendations for future • Creating schedule for 200 employees according to labor law and business needs Achievements: • Successful department’s yearly budgeting - 1% budget deviation plan/actual • Improved service level consistency for 15% in 6 mon. • Decreased service cost per business user customer for 20%

Responsibilities: • Managing a team of 20 employees through direct supervision, guidance and performance evaluation • Assuring highest customer experience, efficiency and sales results of the team • Recruitment and selection process of the front line staff • Owner of 1st level customer technical support process and department’s technology and applications Projects: • New revenue stream

• Preparing and implementing support for new products and services releases • Providing customer feedback • Development of contact center training programmes, • Coaching apprentices and employees to theoretical and practical skills Projects: • Development and implementation of no frill brand (Tomato) support in Customer Service