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

· 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 mind set within the company and actively push it when preparing and launching new products and services to the market· Leading of Corporate training Institution (Si.akademija) to strengthen CEM orientation and assure development of employees who are in direct contact with the customer· Cooperation with all units which take care for Best Customer Experience, coordination of activities with all channels dealing with Customers and assure One Face to the customer communication· Set KPIs and provide performance results, connected to CEM· Prompt and firm info flow from and to the CEM Sector· People Management and Leadership

· 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 flows and processes within CS· Professional help to other Company Units· Optimizing CS processes and their integration to the company processes· Setting and monitoring sector KPIs to assure company goals being reached· Project Ownership (E-commerce, Customer Self Service Portal, New knowledgebase as a Standalone unit, Integrating New Channels)· Setting and monitoring customer satisfaction KPIs; activities to improve· Monitoring world telecommunications trends and incorporate them into a daily business· Responsibility for new knowledge and new business, implementation of new technologies· People management (MBO, Career Program, Pool of Talents and Potentials, Coaching, Mentoring Program…)· Take into account “new ways” of work (outsourcing, remote…)· New, alternative channels for customer support implementation (chat, self-care, Technical Support…)· Direct Report to CEO and MB· Working on international level within TAG

· 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 Project· Taking care for people development (MBO process and Career Maps)· Coaching and Feedback· Set up reporting system (KPIs an measurements)· Budget planning, realization and forecasting· Combined CC (inbound/outbound) held up· CRM activities· Presentations inside and outside the company

· 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 performance (Scripts) and outbound campaigns realization· Collection procedures setting (supported by outbound calls)· Data base Caretaker· Selling CC support to external companies