CCC Manager at Walmart Org

• Jan 2022 - Present

Sport Leader

• Feb 2019 - Present

•Co-Founder of the Sport initiative for NCR Serbia employees;•Responsible for managing and organizing group of 10 coordinators who are owning logistics, reporting, tracking attendance and handling employee satisfaction;•Working in collaboration with upper management to secure the budget for 2019 group sports and expand the project with employee suggestions;

CCC Supervisor in Walmart Team

• Jun 2016 - Present

Supervisor assigned to POS Team, directly accountable for the performance of the largest customer facing team with head count of 150+ agents led by seven Team Leaders as direct reports. • The team is absorbing average volumes of ~40k inbound calls and ~80k incidents per month, successfully achieving around 98% SLA and showing steady improvement trends.• Daily work on tracking performance metrics and trends, driving KPIs and communicating with stakeholders in order to provide top of the line service to the customer• Focused on the continuous service improvement opportunities, removing waste and developing new process and tools to help grow the organization• Involved in hiring and coached other members of leadership team in hiring process Show less

Team Leader at Walmart in POS/SCO team

• Mar 2015 - Jun 2016

Team Leader assigned to POS Team, the largest Walmart HD operating within highly dynamic environment Daily Assignments:• Monitoring and driving team’s daily performance, ensuring successful fulfillment of both telephony and ticket SLA.• Continuous work on improving the quality of provided service in terms of analyzing data, defining training and process improvement opportunities and daily agent coaching with focus on one-on-one sessions with low performers in order to raise the overall team metrics.• Creation and daily updating of team procedural and technical documentation.• Daily communication with the customers, handling phone and e-mail escalations and special and sensitive customer requests.• Assisting and advising on team schedule creation ensuring strong 24/7 coverage.• Monitoring other team’s status and engaging in inter-team collaboration ensuring the efficient distribution of resources and safeguarding the SLA targets on the Help Desk level. • Involved in new staff hiring process. Experienced in providing training for the new hires in OJT environment.In November 2014 – Participated in a 2014 Peak Season “War Room” focus group as a one out of two POS Team representatives. The group successfully achieved all customer targets and expectations.  November 2015 – Organized, staffed and led the 2015 Peak Season ”War Room” focus group. The group achieved all customer and management set targets and expectations, ensuring successful ending of the most demanding and sensitive period of the year. February 2016 – Owner of the “Metrics and Profiles” project, part of the POS Team Improvement Initiative. Project goal is to define and track KPI targets and thresholds in order to enable detailed representation and analysis of agent performance and contribution. The Project is ongoing and the presentation of the current status is available per request. Show less

Helpdesk Agent

• Oct 2013 - Mar 2015

• Engaged in providing remote service and maintenance of US Walmart Point Of Sale equipment, Self Checkout registers and MCX ATM Machines• Involved in War Room project in the middle of peak season that lasted 3 weeks were we were successfully reducing tickets numbers on daily basis

Cash Management Intership

• Oct 2012 - Mar 2013