NCR CorporationCall Management Team agent
Sep. 2015 - Apr. 2022Belgrade, Serbia• Serving as a point of contact for NCR technicians over the phone, as well as the customer when required
• Handling customer's critical requests and very demanding escalations over the phone
•Taking ownership and responsibility of an issue from start through to a successful resolution
• Involving NOC, FS and other vendors whenever required in order to resolve issues as quickly as possible
• Updating, dispatching, escalating high priority tickets and making sure they meet SLA and customer expectations in highly professional and timely matter • Maintaining and consistently demonstrating a general knowledge of company guidelines, processes, practices and procedures.