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Work Background
apricot jamCEO | Managing Director
Jul. 2019Minneapolis, Minnesota, United StatesApricot Jam began as a small team of partners and developed into a committed firm that prioritizes individuals.
Our main focus is on providing support to organizations that prioritize quality, dedication, transparency, and excellent customer care. We offer a range of services, such as ServiceNow development, overflow handling, data management, solution architecture, and business process optimization, to help create an environment where teams can be creative, well-compensated, and enjoy a good work-life balance.
TrizmaDirector of Ops | Service Delivery (data, bi, dev)
Apr. 2015 - Jul. 2019Belgrade, Serbia- Pioneered, built and designed: data analytics, software development, and data science teams, digitally transformed the company,
- Delivered against the P&L resulting in winning 4 multi million dollar, long-term contracts,
- Created an agile & happiness culture reducing the crew's attrition rate from 50% down to 10% within 2 years.
SitelOps Manager | Tech, E-Com, Retail (US, CA, Mexico, EU)
Sep. 2012 - Mar. 2015Belgrade, Serbia- Championed a long term “The body shop” contract from the trial period into the next decade and from 20 to up to 120 FTEs,
- Built an environment which supports the spirit of teamwork, commitment and loyalty,
- Motivated, trained, coached, hired, led, supported, managed, developed and real-time supervised up to 120 FTEs,
- Carried rapid turnarounds and innovations.
The Body ShopManager: Retail, E-commerce & Tech Support (US, CA, Mexico, EU)
Sep. 2012 - Mar. 2015Belgrade, Serbia- Leading & Managing up to 120 FTEs directly,
- Responsible for contact center performance and delivery and in particular agents & support staff supervision and managing day to day businesses for US, Canada, Mexico, EMEA & UK Markets including Customer, Retail, E-commerce & Tech support;
- Overawed and delivered formal performance management process, ensuring objectives are continuously reviewed and linked to business KPI’s;
- Coached, developed and motivated associates by providing the skills and knowledge to perform their job,
- Managed agents and support staff schedules and holidays by planning and ensuring proper staff is available for business delivery;
- Ensured accurate and timely communication of any client/campaign challenges to stakeholders;
- Ensured appropriate actions are taken to improve client satisfaction.
Other Experience 2004-2012Chronicles of Professional Growth: My Work Journey Before, During, and After University
Oct. 2004 - Sep. 2011Belgrade, Serbia- Full and part time work since #19 years of age;
- Worked as: Bank Inventory Specialist, Sports Betting Company Clerk, Office Management Clerk, Retail Manager and Supervisor, Various Services in various industries including hospitality, construction, logistics, sports, etc.
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