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Work Background
CCC Team Leader
NCR CorporationCCC Team Leader
Apr. 2022Belgrade, Serbia• Managing 2 teams at the same time - Call management and Escalation management team within the largest helpdesk in the world • Creating new, more productive work processes and procedures and implementing them into the team • Monitoring agent performance and making sure KPIs and goals are met • Handling agents monthly schedule, daily duties, vacations / sick leaves • Development of individual agent performance report and giving feedback 1 on 1 in order to ensure top quality and efficiency
Escalation Management Agent
NCR CorporationEscalation Management Agent
Sep. 2021 - Apr. 2022Belgrade, Serbia• Serving as the single point of contact for Walmarts upper management escalations • Working on critical escalations with high visibility • Reviewing, accepting and monitoring tickets that have been escalated • Updating customer via email about the ticket progress • Engaging internal and external concerned teams or field services in order to get the issue resolved as soon as possible
Call Management Team agent
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.
Call Center Agent
CERSCall Center Agent
Feb. 2015 - Aug. 2015• Offering professional education to the companies who can apply for various donations from different embassies. • Informing customers with all needed details over the phone and email and organizing the entire event - venue, customers, educators, education materials, catering...
Jun. 2013 - Apr. 2014
Call Center Agent
Vip mobile d.o.o.Call Center Agent
Apr. 2014 - Aug. 2014• Handling medium segment customer contact, inquiries and complaints regarding products and services, financial issues and GSM technical related issues as first level support. • Offering and selling services in accordance with customer needs.
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