Barbara Gorše Email & Phone Number

Ljubljana

Ljubljana

Ljubljana

Slovenia, Ljubljana

Brought professional experiences from CS and CEM to common umbrella and became indispensable strategic partner in setting and realizing corporate strategy.

Ljubljana

· Set and develop Sector of Customer Experience and incorporate it with other corporate units· Develop Sector Strategy and Financial Annual Plan· Introduce and coordinate Best Customer Experience strategy (bringing outside - in view to the company) for all customer channels· Design, organize and coordinate CEM processes based on local strategy· Promote CEM.

Slovenia, Ljubljana

· Leading, organizing and coordination of working process and performing of CS Sector· Leading according to Strategy Goals and Corporate Business Policy· Setting Sector and Company strategy and development· Collaboration in determine Company and Sector Annual plan (financial - SAP)· Negotiate and cooperate business Partners and Vendors· Performing work.

Slovenia, Ljubljana

· CC Infrastructure Vendor negotiations· CC functional specification, internal processes and procedures· Work flows for CC Activities integrated to CC Infrastructure· Info flow specification· Knowledge base set up· Recruitment and Staff Management· Shifting Management and Software· Training System held up· Collaborated in Compensation and Development.

Slovenia, Ljubljana

· Raised outbound CC and its activities· CC Architecture functional Specification· CC Processes, workflows, integration to the architecture· Staff Management (Job Descriptions preparation, Set Incentive structure, Recruiting, Guidelines and standards…)· Key performance Indicators and measurements· Budget preparation and realization, planning· Telemarketing.

Slovenia, Ljubljana

Slovenia, Ljubljana

1St Level, Economics, Vi/1

Activities and Societies: Združenje Manager, FAM

Education record

Primary School, Primary School