Ana Nikolic

Customer Protection Contact Center Senior Analyst at Entain (2022-08 – Present)

Led comprehensive data collection and research initiatives to optimize operations.
Analyzed service metrics, observational insights, and market trends to devise strategic improvements.
Developed and implemented targeted strategies to enhance departmental performance.
Reported on KPIs including productivity and occupancy rates.
Conducted in-depth analysis of legal frameworks and regulatory requirements governing responsible gambling practices across multiple jurisdictions.
Collaborated with legal teams to interpret and implement regulatory changes affecting gambling operations, minimizing risk and promoting responsible gaming.
Monitored and evaluated compliance with gambling laws, ensuring that company policies aligned with evolving regulatory standards.
Spearheaded comprehensive data collection and research initiatives to optimize Customer Protection Contact Center operations.
Analyzed player behavior data to identify potential problem gambling patterns and recommend intervention strategies consistent with legal guidelines.
Monitored calls to evaluate agent performance and provided actionable feedback.
Conducted in-depth Quality Assurance (QA) using statistical sampling methods to evaluate agent call interactions and compiled insightful reports.
Designed and executed robust agent evaluation programs.

Delivery Biker at Mjam (2022-02 – 2022-07)

Provide excellent customer service and build customer loyalty by delivering food in a timely, cordial manner.
Ensure orders are delivered accurately and in good condition.
Communicate any issues or delays and resolve problems efficiently.
Represent the company with excellence and professionalism by driving safely, exercising good judgment, and treating customers with respect.

Collection Service Manager at GoStudent (2021-10 – 2022-01)

Communication with clients to build and maintain a strong working relationship and reduce the number of clients who stop working with the company.
Create and implement strategies to increase the number of successful collections on outstanding debt.

Customer Care Specialist at Happiest Baby (2020-06 – 2021-09)

Communicate directly with customers via phone and e-mail.
Resolves product or service problem by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Multipurpose agent at P&O Ferries (2013-02 – 2020-03)

Extensive internal and external communication.
Provide practical information.
Realisation the files which regulate the transportation of hazardous materials (ADR, HAZMAT, IMO) by road, sea following the guide of the UN model regulation in Europe.
Administrative and financial management.

Multipurpose agent at Eurotunnel (2011-07 – 2013-02)

Freight and passenger services groupe Eurotunnel S.A. menages and operates the Channel Tunnel between Britain and France including the vehicle shuttle services.
Crew member, communication and corporation whit UK border control operation at rail port.

Tour guide at Opale Tour (2010-08 – 2011-07)

Offering some tour groups interesting or enlightening information about points of interest at nature attraction, historic sites, museums, scenic location and other travel destination.

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