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Work Background
Kruna Inc.CEO & Founder
Mar. 2018Toronto, Canada Area* Bring outsourcing to a whole new level. * Our services allow our clients to avoid employment hassles and save on operational costs. * Outsourcing ad hoc projects can be a cost-effective way to access specialized skills and expertise without the need for long-term commitments or investment in additional resources. * Outsourcing ongoing arrangements can help businesses streamline their operations and increase efficiency by allowing them to focus on their core competencies while outsourcing non-core functions to specialists.
CintGlobal Programme Director - Customer Experience
Jan. 2017 - Feb. 2018Toronto, Canada Area Worked to develop strategy and operational frameworks to support the delivery of a first-class customer experience, including a scalable framework for three key regions (AMERICAS, EMEA, APAC). Managed Operations teams in all regions, and served as a member of the Management Group representing Operations and working on company strategy.
Managed the Net Promoter Score program, including data analysis, execution, troubleshooting, and closing loop. Additionally, implemented Customer Experience KPIs & cadence, reported to management on a monthly basis, and assigned priorities for new product developments.
Initiated changes in the global resources structure to ensure that customer expectations were met. Additionally, updated and monitored the training program and related documents to ensure that all employees were trained properly.
CintGlobal Director of Technology and Project Support
Apr. 2012 - Dec. 2016Toronto, Canada Area Oversaw global aspects of the business, ensuring that Operations-managed work was delivered according to schedule and exceeded client expectations. Successfully built a new team that delivered 50% of the company’s total revenue.
Performed semi-annual individual personal performance appraisals and discussed employee targets.
Used NetSuite, Zendesk, JIRA, and Salesforce software on a daily basis.
CintHead of NA Operations
Aug. 2009 - Mar. 2012Toronto, Canada Area Supervised a team of 20 employees in North America and 10 employees in India while working closely with the Head Office in Stockholm to build a new team and office. Maintained regular communication with major North American clients, often visiting clients to ensure that expectations were being met and exceeded.
Managed regional revenue and Operations budgets.
Greenfield OnlineTeam Leader
Jan. 2008 - Jul. 2009Toronto, Canada Area Managed day-to-day operations while strategizing actions to drive sales, performance, and satisfaction.
Provided leadership support in escalations and hired, trained, and coached employees.
Developed and enhanced relationships with internal and external stakeholders.
Greenfield OnlineSenior Project Manager/Lead Project Manager
Jul. 2004 - Dec. 2007 Managed several highly-complex online assignments for the firm’s largest clients.
Coordinated the internal team and external vendors and ensure that outcomes were achieved.
Consumer ContactProject Manager/Senior Project Manager
Jan. 2003 - Jun. 2004Toronto, Canada Area Managed the firm’s largest files, which were often approximately $3 Million in gross revenue each.
Reduced costs on several projects by 20% or more and conducted statistical analysis for clients.
Consumer ContactProgrammer/Senior Programmer/Team Leader
Apr. 2000 - Dec. 2002 Provided quantitative field and tab services to survey research professionals, including surveys.
Processed, modelled, and delivered data to clients. Designed programs using DASH and PERL.
Radio TelevisionEditor in Chief
Sep. 1991 - Mar. 1998Bijeljina, Bosnia and Herzegovina Organized and edited the content of a weekly program, supervising a team of 45 employees.
Wrote and presented material, communicated with studio guests and listeners, and hosted shows.
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