Jovana Jovanović Email & Phone Number

Belgrade, Rs

Belgrade, Rs

Belgrade, Serbia

Belgrade, Centralna Srbija, Serbia

Belgrade

- Temporary role, ends in October 2019.- Training Tata Consultancy Services employees for supporting Telenor Denmark system applications.- Other job description is the same as it was in Telenor Common Operations, under Business System Support Analyst role.

Omladinskih Brigada 90 Belgrade

- Providing support to Telenor Denmark business application users;- Managing Knowledge Database and training new employees;- Organizing other team members on daily level;- Managing and monitoring Service Requests and Incidents via Trouble Ticketing System and ensuring that Service Level Agreement is met;- Identifying recurring/mass issues, doing the correlation and initial analysis and ensuring that workaround solution is created;- Following up and creating reports regarding supported services;- Constant working on improvement of processes used by team and clients;- Providing business application testing activities - preparation, testing, administrating test results in Vendor application (DMP) and Jira during one-year period; - Participation in Release Management meetings.* Participated in international project - Telenor Denmark task handover to Telenor Common Operation;* Participated in Telenor Denmark business transformation project – new CRM core;* Closely cooperating with Asiainfo from China (vendors of Veris, a cloud-based convergent BSS stack incorporating CRM and Billing) and with Team International from Ukraine (vendors of One Screen application used by front lines Telenor Denmark customers);* Appointed as Single Point of Contact person between Telenor Denmark Test Team and Telenor Common Operation;* Appointed as Queue Manager in Telenor Common Operation Team.

Omladinskih Brigada 90 Belgrade

- Technical support for front lines in Telenor Serbia;- Direct support for BlackBerry customers;- Checking and repairing BlackBerry devices and modems;- Testing internet devices as well as new BlackBerry devices with creating instructions;- Devices checkup for Return Device Control;- Resolving customer issues with Telenor data services, roaming, international SMS and MMS via Trouble Ticket System and calls;- Resolving customer complaints for handhelds via written answers, including customer claims from RATEL, Ministry of Trade and Associations of Customer protection;- Receiving various questions on e-mail about Telenor data services and devices, and answering them both via e-mail or calls.* Awarded several times with both monthly and quarterly awards. Also awarded for outstanding contribution in maintaining a positive customer experience;* Gained experience with handhelds operating systems (Symbian, Android, BlackBerry, Windows);* Participated in various workshops for creating forms of responses on customer complaints and procedures for device replacement.

Omladinskih Brigada 90 Belgrade

- First line support to Telenor customers and colleagues in Retail.* Awarded several times with both monthly and quarterly awards;* Learned to handle with people of different backgrounds.

Vojvođanska 366 Surčin

- Hardware and software diagnostics of desktop and laptop computers;- Installation of the operating system and programs;- Minor hardware repairs.

Omladinskih Brigada 21 Belgrade

- First line of support to VIP Mobile prepaid and postpaid customers.

Cvijićeva 101A Belgrade

- Book-keeping;- Bank takings;- Training new sellers;- Managing and organizing workers;- Ordering goods and communication with the wholesales.

Cvijićeva 101A Belgrade

Selling goods