Anja Radovic Email and Phone Number

Managing a global retail software support team in an international and multilingual environment ▪ Responsible for performance, KPIs and achieving daily and monthly targets, ensuring that customer contractual obligation are met;▪ Analyzing workflow functioning to identify process improvements and gaps based on key metrics, account reviews, and customer feedback;▪ Involved in on-boarding new customers and services design ▪ Managing the hiring process and onboarding of the new… Show more Managing a global retail software support team in an international and multilingual environment ▪ Responsible for performance, KPIs and achieving daily and monthly targets, ensuring that customer contractual obligation are met;▪ Analyzing workflow functioning to identify process improvements and gaps based on key metrics, account reviews, and customer feedback;▪ Involved in on-boarding new customers and services design ▪ Managing the hiring process and onboarding of the new hires▪ Designing team schedule ensuring it is in accordance with business needs;▪ Creating weekly, monthly and yearly team performance reports, employees scorecards and workload forecasts;▪ Presenting team in front of a large variety of audiences including existing or potential customers, internal departments or high-level management;▪ Evaluation and reward of top performers;▪ Has a broad technical understanding of a wide range of platforms; systems used during daily operations: Microsoft Project, Microsoft Power BI, BMC Smart IT, BMC Smart IT, Cisco Unified Intelligence, ServiceNow, IT4You, EDW, Oracle, Injixo, MS solutions;▪ Role requires a mix of good technical knowledge, logical thinking, strong process improvement and people management skills. Show less

Leading a multilingual team supporting retail and financial customers in France, United Kingdom, United States and Canada;▪ Monitors and tracks performance ensuring goals and targets are met;▪ Allocates workload, creates and modifies shift patterns and schedules;▪ Troubleshoots undocumented problems and searches for solutions gathering information from a wide range of sources;▪ Creates technical documents and updates regularly online Knowledge Base;

▪ Answers incoming phone calls, emails, or tickets from clients and field engineers;▪ Monitors the notification and ticket queue screens;▪ Remotely resolves tickets with a remote resolution opportunity;▪ Dispatches to the appropriate teams for resolution;▪ Prepares standard reports;▪ Administration work on databases, updating client's information;▪ Manages Workload from on-site resources to assure efficient call management within agreed Service Levels;

My job in this company is to create a complete narrative for Virtual reality applications.I am the liaison between the creative director and the rest of the team. Another task that I needed to perform is to design workflow for the other employees in this start-up company.In my spare time, I worked on advancing my skills in 3D modeling so I could be more connected with my coworkers who worked in the art department. I also did prototype mapping, level designs in Photoshop and… Show more My job in this company is to create a complete narrative for Virtual reality applications.I am the liaison between the creative director and the rest of the team. Another task that I needed to perform is to design workflow for the other employees in this start-up company.In my spare time, I worked on advancing my skills in 3D modeling so I could be more connected with my coworkers who worked in the art department. I also did prototype mapping, level designs in Photoshop and development testing. Show less