Years of experience: 11

Team leadCustomer Care Center Team Lead✔️ IT

Trust Score

Highly reliable; strong professional involvement.

70%
Sofija's Career Path
CCC Team LeaderApr. 2022 -
Present
NCR CorporationCCC Team Leader
Belgrade, 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...
Escalation Management AgentSep. 2021 -
Apr. 2022
NCR CorporationEscalation Management Agent
Belgrade, 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 agentSep. 2015 -
Apr. 2022
NCR CorporationCall Management Team agent
Belgrade, 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 • ...