Summary
Overview
Work history
Education
Skills
Websites
Certification
Languages
References
Timeline
Generic

Mark Kristić

Rzeszów,Poland

Summary

Results-oriented professional specializing in business growth and consultative selling. Proven track record in cross-selling, upselling, and negotiation, leading to increased sales and improved customer satisfaction. Skilled in utilizing data-driven insights for informed decision-making. Focused on building long-term client relationships through effective communication and emotional intelligence. Career goals include advancing expertise in sales and automation technologies.

Overview

11
11
years of professional experience
1
1
Certification

Work history

Inside Sales - Process Specialist (SME)

Infosys BPM
Rzeszów, Subcarpathia
06.2025 - Current
  • Delivering subject matter expertise for inside sales and supply chain support processes.
  • Handling inbound/outbound calls and emails to qualify leads and engage clients.
  • Building strong client relationships and resolved complex issues in collaboration with stakeholders.
  • Creating training materials and delivering internal training sessions.

Technical Support Specialist Engineer ( English and German )

Zendesk
Rzeszów, Subcarpathia
05.2021 - 05.2025
  • Delivered technical support and troubleshooting for companies using Zendesk.
  • Specialised in setup, workflows, automation, and issue resolution.
  • Collaborated with sales teams to enhance client relationships through customised support solutions.
  • Contributed to 5% increase in customer retention rates.
  • Developed process improvements resulting in 10% reduction in support backlog.
  • Created operational workflows that boosted customer satisfaction (CSAT) by over 5% across EMEA.
  • Refined existing processes to ensure efficiency in support operations.

IT Support Specialist ( DACH )

Nuvolax
Rzeszów, Subcarpathia
01.2021 - 05.2021
  • Resolved over 50 technical incidents and service requests daily for Daimler employees.
  • Achieved and surpassed KPIs, contributing to customer satisfaction rating of 95%.
  • Collaborated with Country Manager to optimise business processes, improving response time by 15%.

Specialised Program Support ( English and German )

Apple Inc.
Cork, Ireland
07.2016 - 12.2020
  • Delivered specialised support for businesses, educational institutions, and end customers in English and German.
  • Resolved complex technical issues while mentoring lower-tier support teams to enhance efficiency.
  • Managed over 50 support cases weekly, achieving resolution rate exceeding 90%.
  • Maintained high customer satisfaction scores (over 90%) through effective issue resolution.

Inside Sales Account Manager ( DACH )

TTech Europe at Google
Cracow, Poland
04.2015 - 06.2016
  • Managed and optimised Google Ads campaigns across DACH region, leveraging data insights and A/B testing to enhance ROI by up to 100%.
  • Consistently surpassed sales targets by 20%, ranking as top-performing salesperson in region.
  • Cultivated strong client relationships, influencing key decisions and increasing ad spend.
  • Delivered consultative sales support, aiding businesses in selecting optimal Google Ads solutions.

Technical Support Specialist

HCL Technologies
Cracow, Poland
12.2014 - 03.2015
  • Resolved over 100 cases monthly for SC Johnson project, minimising downtime.
  • Delivered remote technical support, troubleshooting complex issues efficiently.
  • Mentored new colleagues, enhancing team performance and achieving 15% efficiency increase.

Telesales Account Manager ( DACH )

National Pen Limited
Dundalk, Ireland
08.2014 - 12.2014
  • Managed portfolio of unassigned accounts in DACH region, developing tailored advertising offers that increased qualified leads.
  • Conducted high-volume outbound sales calls, achieving up to 370 daily, enhancing customer engagement.
  • Exceeded personal sales targets by 15% through consultative selling and upselling strategies.
  • Built strong client relationships, fostering trust and influencing future investments in advertising solutions.
  • Collaborated with internal teams to provide customer feedback, improving product offerings and sales strategies.
  • Contributed to team performance by sharing best practices and insights for optimising outreach.

Education

Automotive Service Technician -

High School

Skills

  • Business Growth
  • Consultative Selling
  • Cross-Selling
  • Upselling
  • Data-Driven Insights
  • Assertive communication
  • Practical decision making
  • Probing
  • Artful negotiation


Certification

Negotiating, Harvard Business Publishing

Probing in Sales, Infosys

Problem Solving & Decision Making 2.0, Infosys

FDN SF Foundation, Infosys

SnF T100 Understanding Sales and Fulfillment Operations and related metrics, Infosys

Business Value Articulation, Infosys

Assertiveness Skills, Infosys

Analytics Foundation, Infosys

Advanced Excel Course, Infosys

Data Privacy and Privacy by Design foundation (DPO official), Infosys

Generative AI Landscape, Infosys

Zendesk Support Administrator, Zendesk (Expired)



Languages

Croatian
Proficient (C2)
A1
English
Proficient (C2)
A1
German
Proficient (C2)
A1
Polish
Intermediate
A1

References

References available upon request.

Timeline

Inside Sales - Process Specialist (SME)

Infosys BPM
06.2025 - Current

Technical Support Specialist Engineer ( English and German )

Zendesk
05.2021 - 05.2025

IT Support Specialist ( DACH )

Nuvolax
01.2021 - 05.2021

Specialised Program Support ( English and German )

Apple Inc.
07.2016 - 12.2020

Inside Sales Account Manager ( DACH )

TTech Europe at Google
04.2015 - 06.2016

Technical Support Specialist

HCL Technologies
12.2014 - 03.2015

Telesales Account Manager ( DACH )

National Pen Limited
08.2014 - 12.2014

Automotive Service Technician -

High School

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