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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
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
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.
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
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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