Dejan G.

CHALMERS UNIVERSITY OF TECHNOLOGY | Gothenburg, Sweden Bachelor's Programme in International Logistics | September 2015 – October 2019 Relevant coursework: Transport Economics, Customs & Trade Compliance, Supply Chain Optimization, International Business. Grade: 4.0/5.0 Dedicated and results-driven professional with 8+ years of experience across customer service, team management, logistics, and AI data operations. Proven track record of leading 30+ agent teams, managing 500+ monthly customers, and delivering 98%+ accuracy in AI annotation and linguistics projects. Bilingual (English/Swedish/Serbian) with strong expertise in CRM platforms, KPI reporting, and process optimization. Adept at fast-paced remote and on-site environments, combining analytical thinking with empathetic communication to drive performance and satisfaction. FREELANCE SPECIALIST | Remote | July 2024 – Present • Evaluated 500+ AI prompts for linguistic accuracy, relevance, and safety, delivering actionable feedback to enhance NLP model performance. • Annotated and labeled 1,000+ data points for machine learning datasets, ensuring precise classification across multiple categories. • Processed 150+ hours of audio evaluation and transcription with 98%+ accuracy across diverse accents and languages. • Provided translation services for 50+ projects, applying advanced linguistics knowledge to preserve contextual and cultural integrity. • Managed administrative operations and back-office support for 10+ international clients, autonomously prioritizing workflows in a remote setting. ________________________________________ CUSTOMER SERVICE REPRESENTATIVE – EV SUPPORT (Remote) | July 2024 – Present • Handle 40-60+ daily calls for electric vehicle charging stations, resolving billing, technical, and service-related issues while maintaining 95%+ customer satisfaction over 2 years. • Support 500+ customers monthly with account management and real-time troubleshooting, reducing average handling time by 15% through efficient problem-solving. SALES COACH / TEAM MANAGER | Webhelp Malaga | January 2020 – March 2024 • Promoted to Team Manager in January 2021. • Managed KPIs for Downgrade, Inbound Sales, and New Sales teams, reporting performance directly to the client (Allente) in weekly and daily meetings. • Negotiated budget targets and designed team competitions to drive performance and meet sales goals. • Conducted agent training, sales workshops, interviews, and monthly one-on-one performance reviews. • Supervised 30+ agents, additionally overseeing all agents across Downgrade and New Customer Sales skills. • Managed scheduling and real-time adjustments to ensure optimal staffing coverage. ________________________________________ DISPATCHER / COORDINATOR | APM Terminals | February 2018 – February 2019 • Coordinated logistics flow in the receiving yard, managing resource allocation and personnel planning. • Communicated with drivers via radio and with customers to ensure smooth operations. • Led improvement meetings and reported daily KPI results to stakeholders. • Held partial personnel responsibility, including staff development meetings.