Experience

Callosseum Contact Centre

• Serbia
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Site Manager

  • Nov 2022 - Present



Transcom

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Business Manager

  • Apr 2019 - Nov 2022

   Inter mediate and negotiate with the Client Organization and/or external suppliers, as potentialclients, identifying business opportunities in all commercial relationships. Ensures the implementation and monitoring of operations support processes, guaranteeing theprofits and growth of its Client(s), through the management of its work team Plan the activity of the business area at the Contact Centre, with the definition, standardization,and organization of the work processes. Collaborate in the establishment of the quality standards applicable to the management and ongoing improvement of processes in the provision of services. Contro l, monitor, report on and analys e the KPIs, contributing proposed new business strategies,establishing viable budgets, and perfor ming on going financial monitoring. Manage the implementation of operating procedures (protocols, monitoring, etc.) and incentivesystems, where appropriate, guaranteeing the company’s profitability objectives. Manage teamwork, guaranteeing compliance with the established service levels, developing thecapacities of his/her collaborators, and adapting the team, on a quantitative and qualitative basis,to the service's needs. Monitoring and supporting recruitment processes for CSR, T: and other support posit ions Sales of additional services to the client



Huawei

• China
• Telecommunications
• 700 & Above Employee

• Terminal Business Online Service Manager

  • Apr 2017 - Apr 2019

   On line VOC (voice of consumer) monitor and management, manage daily on line activities ofService partner. Monitoring and lea ding Huawei customer service for Serbia, Croatia, Slovenia and Bosnia Maintaining Huawei s upport website up to date. Setting on line service and customer service KPI `s for suppliers and internal operation Implementation and monitoring of various improveme nt plans (Hotline development, Supportwebsite, Social media service, Service app., etc.). Support local marketing campaigns and sales promotion via on line service. Monitoring local service centers and ensuring quality and efficiency Creating a “Huawei fo rum” web site and developing local Huawei communities in Serbia, Croatiaand Slovenia



Transcom

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Team Leader

  • Mar 2017 - Apr 2017

   Supervises day-to-day management of 15 agents Monitors team performance to ensure KPIs and SLAs are consistently met Provides coaching to all agents Updates agents of their performance on a regular basis Creates Performance Improvement Plans for outliers Meet with management team on a regular basis Conducts team huddles, facilitates meetings and calibrations Facilitates upskilling / uptraining sessions Monitors calls and conducts quality audits weekly Sends daily and weekly reports to stakeholders



Telenor

• Norway
• Telecommunications
• 700 & Above Employee

• Business Renewal and Business Retention Team Leader

  • Dec 2014 - Feb 2017

  Responsible for business renewal and retention teams' results. Fulfillment of KPIs andcompensation model targets. Reporting to Telesales Manager and Customer Care Director.Compensation model target setting with Business Pricing Team. Support and realization ofBusiness Segment campaigns. Leading team of 16 people.

• Consumer Save Desk Team Leader

  • Aug 2014 - Dec 2014

• Quality Specialist

  • Mar 2014 - Aug 2014

  Improvement of negotiation skills of business renewal and retention agents through feedbacks,quality evaluation and trainings. Reporting to manager and team lea ders about progress of everyagent . Responsible for quality evaluations in team of 16 people

• Business support representative

  • Mar 2009 - Mar 2014

   Provide support for new and existing business customers, solve their reque sts sent trought fax,email, handle income calls, and make outbound calls. Provide support for shops, Telenor e x press teams and dealers for not standard situations withbus in ess requests. Quick, accurate and profes s ional inform customers regarding all pos t sales services. Educate,develop and retain customers. Sell services and bring new customers and renew existingcustomers.

• Consumer Contact Centre Representative

  • Aug 2007 - Feb 2009