• Managing and participating in the development and implementation of goals, objectives, policies and priorities for assigned programs; recommend and administer policies and procedures;• Monitoring and evaluating the efficiency and effectiveness of service delivery methods and procedures; recommend, within departmental policy, appropriate service and staffing levels;• Planning, directing, coordinating and reviewing the work plan for staff; assign work activities, projects and programs; review and evaluate work products, methods and procedures; meet with staff to identify and resolve problems;• Supervising, directing, and coordinating the activities, agenda packets preparation, staffing and operation for 
amplifier and propulsion; • Selecting, training, motivating, and evaluating personnel; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline and termination procedures.

• Coordinated and conducted activities within the regional Amplifier program in Bosnia and Herzegovina, Serbia and Montenegro; • Planned, organized and managed monthly, weekly and daily working schedules for up to 5 regular team members and more than 40 associates; • Monitored, directed and evaluated team members’ working routine; • Delivered results on daily basis for a number of partners and clients (design, production, event management, social media management, communication strategic planning, PR etc.); • Undertaked quality control measures and guarantees high quality standards for all deliverables; • Regularly reported to partners and clients during project and/or campaign implementation.

• Conducted all preparatory activities for the establishment of Sales Department, selected and trained new sales representatives; • Planned and provided guidance for future implementation of marketing and sales strategy for better market positioning; • Monitored performance of collection, nurtured positive relations with clients and implemented early reminder and soft collection strategies; • Proposed and implemented work procedures and business organization; • Set the long-term goals and short-term sales targets; • Monitored and analyzed market competition; • Daily and weekly reported on the achieved results; • Conducted on-line community and customer management (Facebook, Twitter, YouTube, Google +); • Prepared materials for promotional activities and web-site;• Creatively directed design and construction of a unique and recognizable visual identity.

• Managed collection activities within the Collection Department, adapted and directed the focus of work according to the current situation and the success of collection, which led to reduction of total outstanding of EUR 2,000,000 in 2009; • Planned and implemented activities related to Enforced and Field Collection and Repossession • Coordinated assistance of external partners, processed their reports on a daily basis and monitored undertaken activities and achieved objectives • Was preparing and drafting agreements on the accession to debt, rescheduling and preparing the new contracts • Was signing the contracts with new/existing customers in Remarketing and Resale procedures • Dealt with appeals and complaints of customers and took care to find the optimal solution for existing problem • Kept track of cases for Court procedure and initiated contract termination measures in close cooperation with the Legal Department • Proposed the Tariff of Company Services and was in charge of billing expenses for Collection Department activities • Reported to Management Board on the results on weekly and monthly basis • Developed collection monitoring application, which is the basic software tool in Collection Department from early 2010

• Worked as an agent for debt collection - NBG / Vojvođanska banka, Piraeus Bank; • Contacted debtors and informed them of the amount of outstanding debt (unauthorized overdrafts, unpaid loan and credit card installments); • Created the debt repayment schedule in accordance with the financial situation of the debtor; • Tried to locate debtors, based on the existing database of clients, registries and / or via the Internet and publicly available information about clients (skip tracing); • Monitored dynamics and efficiency of debt collection, adapted the approach and methods of work in correlation with the achieved results and preset targets; • Periodically reported on debt collection progress and results.

• Created weekly and monthly sales strategies in line with preset team target;• Exceptional leadership skills have made guided team achieve better results than field sales, with 80% lower costs compared to the field work;• Launched a Home Project - services for individuals first in the market;• Trained new sales representatives.

• Achieved preset sales goals even to 60% over the preset target;• Maintained database of potential customers on the ground of previous business contacts and other sources;• Developed and fostered good business relations with clients through the phases of the initial contact, the offer of products and services, contracts and care about further clients’ needs;• Reminded clients of unmet obligations and proposed repayment schedules.

• Guided customer care and telesales projects Maxi, Tempo, Milka, British American Tobacco, EFG Eurobank, Nestle, Imlek, Blic, Sony Ericsson Open 2008; • Supervised the implementation of the UNICEF Teleton humanitarian action; • Was in charge of technical, communicational and business trainings for new call operators.

• Worked as call centre and telesales operator –Banca Intesa/Laki keš, EFG Eurobank.