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11
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Work Background
Umetnost PoslovanjaBusiness Consultant
Jun. 2024
Global Engineering TechnologiesFJW Services Lead
Dec. 2021 - Jun. 2024Belgrade, SerbiaMaking sure partnerships with clients work well and we are equally contributing to our common goals by managing expectations on executive levels.
GEODISACCOUNT MANAGEMENT & TEAM LEAD FOR EMEA CORE SERVICES
May. 2021 - Sep. 2021Belgrade, SerbiaPoint person for Geodis biggest client IBM therefore responsible for: Monitoring SLA performance and making sure it is always above target;
Preventing and resolving any issues that arise in the service-delivery process through cross-functional collaboration and effective delegating;
Presenting KPI reports to the Performance Management of IBM on a regular basis to ensure client satisfaction and retention. Transforming, leading and coaching the team in charge of regional management of SCO operations;
Spearheading the process improvements, performance analytics, precision forecast, and anticipation of issues.
GEODISPERFORMANCE MGMT SPECIALIST, BUSINESS INTELLIGENCE
Feb. 2020 - Jul. 2021Crunching data and making decisions. In more details:
Internal Performance Management and Business KPI reporting Creating, benchmarking, and reporting on worldwide performance levels.
Identifying the potential and real pain-points, and working cross-functionally to make improvements and ensure the highest levels of performance execution and customer satisfaction.
GEODISBENELUX REGIONAL MANAGER
Aug. 2018 - May. 2021Managing and improving client service for Belgium, Netherlands, and Luxembourg regions through planning, coordination, and monitoring of daily operations in logistics facilities, continuous process and performance assessment, analysis, and optimization;
Securing Client’s cash flow and revenue through a transparent and stable supply chain management;
Negotiating shipping rates with suppliers and the client to get the best profit margin;
Managing projects for the implementation of new client services and long-term solutions.
Nobel CoachingCUSTOMER CARE MANAGER & ADVISER
Mar. 2017 - Jul. 2019Built the customer service department from the ground up Defined the relevant business development KPIs in collaboration with Marketing, Sales, and Business Development teams
Created and improved the company’s CRM tool based on process maps
Ensured high customer satisfaction by providing problem-solving resources, and overseeing the quality of service provided to customers;
NCR CorporationTEAM AND PROCESS MANAGER
Aug. 2016 - Mar. 2017BelgradeTransitioned the Escalation Team from local to a global level (AMS, EMEA, and APAC regions);
Re-engineered the existing processes in order to meet global market demands;
Managed the team in observing trending data-line, business flow, and identifying threats;
Increased customer satisfaction by directing team efforts in high-level SLA boosting;
Collaborated with the executive management in analyzing productivity and increasing market stability;
Used NCR and Cinemassive software, hardware, and utilities to monitor real-time changes worldwide.
Radiant Systems Inc.TEAM MANAGER – HOSPITALITY AND SPECIALTY RETAIL
Feb. 2016 - Mar. 2017BelgradeBuilt customer service and its processes ground up alongside with Subject Matter Experts;
Hired, sized, coached, supervised, and led a team of 11 people responsible for handling the Client’s field service requests for the new customer solution;
Ensured coverage and competency in processing client service requests in order to meet 100% of the service level;
Made sure that client expectations were met with maximum efficiency by leading team activities in logistics handling and the timely dispatching of the field technicians.
NCR CorporationESCALATIONS COMMAND CENTER TEAM MANAGER
Sep. 2015 - Mar. 2017BelgradeLed the Escalation Team activities (20 people), ensuring guidelines are clear, targets met and issues resolved in a cohesive and comfortable work setting;
Analyzed Client’s escalations to better understand the issues and provide best solutions;
Managed the team in measuring and analyzing the scale and impact of existing issues;
Turned losses into wins by setting up satisfactory solutions to customers' matters;
Coordinated with the executive management the implementation of improvement solutions, controlled the implemented solutions, and made sustainability recommendations;
Applied Lean Six Sigma methodology to minimize process waste and save time & money.
NCR CorporationCUSTOMER SERVICE IMPROVEMENT – ESCALATION SPECIALIST
Sep. 2014 - Sep. 2015BelgradeHandled customer and high profile executive escalations;
Ensured all requests are handled with utmost urgency and hyper-care;
Built long-standing relationships with accounts and client-partners by proactively identifying risk areas and taking actions to ensure SLAs are met;
Optimized processes by implementing Lean Six Sigma Green Belt knowledge.
NCR CorporationIntelligent Dispatch Service Planner
Jul. 2013 - Sep. 2014BelgradeJob position resides in a very dynamic, multilingual and customer oriented business environment. Position is responsible for the proactive planning of all incoming work order allocations received within a specific geographic territory or Customer responsibility; position is also responsible for ensuring that all available resources are effectively utilized and predefined service levels are consistently achieved and contractual agreements met.
Sitel GroupCustomer Care Representative - The Body Shop
May. 2012 - Jul. 2013BelgradeTalking to people who consume your product and love it, helped me master understanding their needs in such a way I had almost zero dissatisfied conversations. The person who pays for your product, and dares to pick up the phone and tell you exactly how they feel is the best possible opportunity for your company to demonstrate real devoted care, sincere empathy, and long-lasting partnership. People love your product, and you love those people. After thousands of calls answered, I learned how to recognize patterns how to have an effective conversation flow, and how to make a positive spin and rewire my customer. My job was - pick up the phone and listen to you, angry, pissed, confused, or sad person and work with you to solve your problem. I'll help you understand we are now a team. You are not alone in this. You came to me with the problem and now together we're going to solve it. After some time you stop hearing bad words and yelling and start seeing an emotional being who just wants something to go well today. I was there to hear them out, recognize how they felt, and assure them they were heard and that we would solve the problem together. Even when we couldn't do anything, they were grateful, as they saw sincerity... As a result, I got a bunch of free The Body Shop products as rewards, and smelled like heaven.
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