Mihaela Vlasic

Lead top-tier customer support cases and emergencies. Acted as technical support to support staff and team leads. Triaged bugs and set priorities via Jira. Verified bug fixes. Reported to Product manager and VP of Customer Success. UX tested all customer facing releases. Did user research and written feature requirements documents. Written internal and customer facing release documentation. Identified problems, suggested and implemented new processes.

Customer support through Zendesk and Freshdesk, outgoing telephone support. Consistently reaching set goals. Supported feature releases with testing and providing feedback to Product team. Extensively worked on help center content and development. First to start as customer support in Europe, then trained all new staff effectively being a team lead. Created onboarding and training videos and documentation. Office administration tasks.

Interpreting at meetings, translating documents, organising meetings, making appointments, filing, typing and photocopying, updating computer databases, supplying the office, acting as personal assistant to the general manager.

Coordinateing front office activities resolving problems arising from guests' complaints, reservation and room assignment activities. Tax administration and finance. Managing hostel property info, availability and rates online; coordinating the allocation of accommodation at the site and online. Training and supervising reception staff. Taking care of housekeeping and supplies.

Slovenian and Bulgarian language

Hungarian language and literature