Dragana Jovanovic
Perth,WA
Summary
Versatile Client Services Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
23
23
years of professional experience
Work History
Client Service Manager
Glad Group Services
Perth, WA
03.2011 - 07.2024
- Lead and manage at team and ensure quality performance and service
- Ensure that rosters and financials are correct and meet company expectations
- Provide new business leads and opportunities.
- Provide regular reporting and financials as required by the business.
- To ensure teams are compliant and understand OHS policies and procedures.
- To analyze tender bids and provide input as required by the business.
- To professionally always represent the business and adhere to the Code of Conduct.
- Established effective communication channels between clients and other departments within the organization.
- Ensured compliance with applicable laws, regulations, policies and procedures related to customer service operations.
- Provided timely responses to customer inquiries and requests for service.
- Generated monthly performance reviews that highlighted successes, challenges, and areas of improvement within the department's
Site Manager
ISS Facility Management
Perth, WA
01.2002 - 03.2011
- Scheduled maintenance tasks and ensured all equipment was functioning properly.
- Responded promptly to customer inquiries or complaints.
- Coordinated workflow between departments to maximize productivity.
- Implemented systems for tracking employee attendance, performance reviews and payroll processing.
- Resolved conflicts between staff members in a timely manner.
- Ensured compliance with safety protocols, regulations and standards.
- Managed daily operations of the site, including staff and contractors.
- Analyzed reports to identify areas for improvement in performance or cost savings.
- Established policies, procedures and guidelines for the operation of the site.
- Provided training opportunities for existing staff in order to enhance their skillset.
- Monitored job progress to ensure quality standards were met.
Education
Certificate II -
Security Operations
Skills
- Customer Relations
- Client Services
- Research and due diligence
- Resource referrals
- Strong leadership
Timeline
Client Service Manager
Glad Group Services
03.2011 - 07.2024
Site Manager
ISS Facility Management
01.2002 - 03.2011
Certificate II -
Security Operations
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