Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Milijana Paino

Petersham,Australia

Summary

I am an Energetic, results-driven and focused Project Management professional. With5+ years’ experience in Project Management, Client service, marketing and dispute resolution, I have developed expert client and stakeholder management capabilities and thrive in an environment that values dedication, resourcefulness and innovation. My warm and engaging personality is supported by strong technical, problem solving and administration skills will allow me to bring added value to any organization and its partners.

Overview

17
17
years of professional experience

Work History

Branch Manager

SIXT, Australia
03.2023 - Current
  • Excel in managing customer interactions, resolving issues with a high-resolution rate, and ensuring a superior service experience
  • Cultivated lasting relationships with key clients, contributing to a5% growth in loyalty program membership
  • Oversee the recruitment, training, and performance management of staff
  • Foster a collaborative environment, reducing staff turnover by10% and enhancing team productivity
  • Streamline operations through the implementation of efficient work schedules, email management systems, and booking procedures
  • Act as the primary liaison between the branch and senior management, ensuring alignment with corporate goals and strategies
  • Lead by example in fostering a culture of open communication and teamwork
  • Spearhead all branch operations, ensuring seamless functionality and top-notch service delivery
  • Champion a customer-first culture, leading to a significant increase in customer satisfaction and repeat business

Fraud/Complex Customer Service Specialist

Personal Kelly /Telstra, Australia
02.2022 - 03.2023
  • Delivering an outstanding member experience through excellent customer service on inbound and outbound calls
  • Communicating with customers through various channels
  • Acknowledging and resolving customer complaints via a defined complaints process
  • Learning and maintaining knowledge of constantly evolving Telstra products and services
  • Keeping records of customer interactions, transactions, comments, and complaints
  • Communicating and coordinating with colleagues as necessary
  • Ensuring customer satisfaction and providing professional customer support
  • The provision efficient and effective query resolution by anticipating member needs and taking ownership for first call resolution
  • Investigation and ownership of complex member queries
  • Demonstrating subject matter expertise on funds/processes/procedure
  • Achievement of all Key Performance Indicators (KPIs)

Project Administrator

Experian Data Quality, Australia
06.2018 - 07.2020
  • Providing invaluable channel support to the implementation team
  • Book meetings & workshops with the implementation team for new customers
  • Take ownership of customer enquiries and proactively tailor solutions based on the customer’s needs
  • Regular Creation of Customer specific sites and branding them
  • Liaising with external clients to send them their branded sites and login details
  • Adding and setting up new users
  • Creation of Projects in Salesforce and attaching all relevant documentation to the projects
  • Development of documentation and delivery to internal stakeholders
  • Providing invaluable channel support to the implementation team
  • (April2019 – July2020 Part time)

ADMIN ASSISTANT

Salvation Army, Australia
12.2017 - 06.2018
  • Overseeing administrative staff members
  • Receiving and directing visitors, and handling or delegating basic office tasks
  • Prepare communications, emails, invoices, reports and other correspondence
  • Performed routine clerical tasks by scanning, filing and copying documents
  • Composed, edited and prepared correspondence and other department documents
  • Screened phone calls to take messages and route calls to appropriate personnel
  • Developed and maintained administrative processes to improve organizational accuracy and efficiency

Office Manager / Store Manager

Algoritam, Serbia
02.2011 - 07.2013
  • Overseeing administrative staff members
  • Receiving and directing visitors, and handling or delegating basic office tasks
  • Developing store strategies to raise customers' pool expand store traffic and optimize profitability
  • Meeting sales goals by training, motivating, mentoring and providing feedback to store staff
  • Ensuring high levels of customer’s satisfaction through excellent service

Case Officer / Manager

Human Trafficking NGO Organization, Serbia
04.2008 - 01.2010
  • Providing information and evidence on suspected trafficking activities
  • Investigating case files and generate reports
  • Working with law enforcement agencies
  • Establishment of systems to receive complaints and calls to assist trafficked persons and conduct rescue operations
  • Administrative tasks
  • Reporting and file keeping
  • Assisting with developing society and improving communities
  • Maintaining ethical standards

Education

Diploma - Business

University of Belgrade
Serbia
01.2011

Diploma - Arts

University of Belgrade
Serbia
01.2008

Skills

  • Branch operations management
  • Customer service
  • Customer relationships
  • Excellent time management skills

Languages

Serbian
Native or Bilingual

Timeline

Branch Manager

SIXT, Australia
03.2023 - Current

Fraud/Complex Customer Service Specialist

Personal Kelly /Telstra, Australia
02.2022 - 03.2023

Project Administrator

Experian Data Quality, Australia
06.2018 - 07.2020

ADMIN ASSISTANT

Salvation Army, Australia
12.2017 - 06.2018

Office Manager / Store Manager

Algoritam, Serbia
02.2011 - 07.2013

Case Officer / Manager

Human Trafficking NGO Organization, Serbia
04.2008 - 01.2010

Diploma - Business

University of Belgrade

Diploma - Arts

University of Belgrade

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Milijana Paino