Jelena Živković Email and Phone Number

- Manage the Salesforce Jira board by ensuring all enhancement requests and bugs are logged and kept up to date.- Manage Salesforce users by creating/deactivating accounts, along with maintaining Profiles, Roles,Permission Sets and Sharing Rules.- Creating Salesforce Reports and Dashboards that provide meaningful insights into key businessperformance metrics.- Training users on new developments by demonstrating or creating step by step user guides that show best practice and promote efficient ways of working.- Manage third party licences by providing users with access to applications such as Conga and MailChimp.- Support the Salesforce Administrator on complex design implementations.- Communicate and work closely with multiple departments, including Sales, the Global Service Department, Marketing, Software Engineering, and IT on a wide range of projects.- QA Test developments from other members of team, ensuring stakeholder requirements have beenmet.- Use Excel and Salesforce Dataloader to create/update large volumes of data in Salesforce.

1. Use of Data Loader and Data Import Wizard to facilitate regular data imports2. Creating reports and dashboards for stakeholders3. Training new users and providing refresher training when required for existing users4. Creating new users5. Field level, security, and process configuration6. Management of page layouts7. Flows and process builder8. Reviewing and measuring platform usage9. Collecting, analyzing, and responding to user feedback and requirements

• Collection of client requests with guidelines for user stories• Implementation of requirements related to Sales and Service Cloud• Adjusting profiles• Creating new users• Creating validation rules• Creating custom fields• Creating dependencies for picklist fields• Adjusting record types with related page layouts• Management of page layouts• Arranging record pages• Cleaning up unused data• Lead conversion field mapping• Modifying values for picklist fields on different record types• Managing related lists• Creating reports and dashboards• Field-level security and process configuration• Testing automated processes• Conducting demo sessions• Collecting, analyzing, and responding to user feedback and requirements• Training new users and providing refresher training when required for existing users• Monitoring UAT and resolving necessary requests• Preparation of a detailed end-user guide with visuals • Conducting the testing phase with the client

Configuration and administration of CRM (Suite CRM)Salesforce Certified Administrator- Business Administration Specialist Super badgeData importCreate New User Profiles Import New Leads and ContactsUser permissions and managementEmail templatesReports and dashboards in Lightning ExperienceChatter features- Security Specialist Super badge Data SecurityUser AuthenticationUser Permissions- Lightning Experience Reports & Dashboards Specialist Super badgeFolder sharingLightning Report BuilderReport typesReport filters, cross filters, and logicReport buckets and groupsReport chartsCustom summary formula fieldsLightning Dashboard Builder

Coordination and lead Client Care and IT support team IT supportConfiguration and administration of CRM (Suite CRM) and integrated applicationsFamiliarity with Agile delivery methodology - working on IT projects using ScrumMaintenance and customization users, roles, profiles, groups, accounts, contacts, leadsProvide support to CRM users and act as the primary point of contact for end-user supportMaintain communication with IT team to ensure compliance Coordination with IT on technical needs of employeeAdministrate e-Learning platform (Udemy, Moodle)Kanban board (Trello) maintenance and controlServer administration, mail server client administrationClient CareRespond to all incoming customer, partner, and internal sales team requests and enquiries related to training services and provide clients with information on available classes and training services.Handle questions and requests via phone and email related to training offerings and policies and procedures, providing excellent customer service, and solve logistical and training class delivery issuesServes as contact for Authorized Training Partners (ATP), providing responsive support as necessary.Support class scheduling and logistics (ordering printed materials, communication with trainers, students etc.)Greet new hires and be a general resource for them throughout the on-boarding process

Coordination and training organization - NLP Practitioner, NLP Master and NLP Trainer, The Art and Science of Coaching - TASCNLP and Coaching workshops organizationAs Training Coordinator - manage training schedule postings, registration, location and trainer logistics and all other duties associated with providing training for the clients Responds to incoming user inquiries via telephone or email, regarding course offerings, registration, payments, certificates.Assist with coordinating, planning and implementing operational aspects of learning events.Execute event project plans in conjunction with marketing, sales and technical teams.Implement processes and procedures for learning assessments and educational credits.

New training and seminar programs development (training development, teachers recruiting, training materials development, training coordination, certification system development, establishment of cooperation with international institutions)Improvment of and suport to Center's social visibility (contact HRM and HRD personnel, scheduling meetings and presentation center) and marketing and communication via social networks.

Work with students and teaching activities coordination:Planning and implementation plans - marketing plan, production plan and improve e-learning courses, sales plan, plan staff and activity planMarketing activities - market research, analysis of competition and promotional material, direct marketing and PR activities, Internet marketing activitiesE – learning - creating missing e-learning courses per program, improving the quality of e-learning courses, monitoring of DL coordinators and delivery of courses by scheduleBusiness Academy duties - support for students, monitoring the work of the organizers, informing clients and answers to customer questions, informing potential clients, control of customer contract payments, training teachers to implement procedures and procurement of materials for teaching, administation HRIS and UIS Work with Lecturers - staff planning, candidates selection, negotiation, introduction, workforce development, teacher quality control, coordination with teachers and implementation of the curriculumStudents' class attendance records Control

Project Coordinator in Skills Training Center, http://www.skills.rs/ Organization and coordination of projects, trainings and team building, organizing in-house trainings for clients, trainings outside Belgrade, coordination of creating ad material. Communication with clients and lecturers. Organizing events for clientshttp://www.hedonizam.com – Charity Golf Tournament 2007, hedonist weekend on Santorini, master classes

Creating marketing plan, working with clients, finding new partners

Working with existing and potential clients

Account acquisition and management

Preparing and implementation of ecological projects. Winter ecology school - Lecturer in ecology workshops in Lazarevac and Obrenovac

Working with existing and potential clients