Jovana P. Email & Phone Number

Serbia

Belgrade, Serbia

Supporting Data Science Lead in:- Collecting, cleaning, and analysing datasets to extract valuable insights;- Manipulating data sets and using them to identify trends and reach meaningful conclusions to inform strategic business decisions;- Collaborating with cross-functional teams to understand business objectives and translate them into data-driven solutions;- Communicating findings and insights to stakeholders through visualizations, reports, and presentations;- Designing data models and performing custom analysis;- Presenting information in Tableau;

Belgrade, Serbia

- Supporting the Head of Customer Support and Data Science Lead in determining execution and strategy;- API integration and development;- Worfklow automation;- Analysing existing company processes and workflows relating to Support; - Reviewing and analysing the efficacy of revised business strategies; - Overseeing the implementation of updated business strategies;- Monitoring the long-term effects of business changes;- Meeting with stakeholders Internally/externally to discuss business goals and objectives;

Belgrade, Serbia

- Triaging new support incidents, testing biometric sample applications with Android and iOS SDKs, and providing client solutions either directly or via escalation processes;- Maximizing client satisfaction on application development issues by understanding their needs, consulting with the software development team, and providing technical solutions;- Supports readiness testing of new product releases, its documentation, SDKs and sample apps;- Delivering and tracking software releases and documentation to clients;- Building client reference environments in AWS using Daon sample mobile apps;- Authoring, publishing and updating knowledge base articles and web content;- Tracking and managing Daon and third-party software licenses;- Administering and improving Support Portal and other business tools;

Belgrade, Serbia

- B2B pipeline management and client onboarding;- Financial planning and business strategy implementation, as consulted with clients (whitelisters);- Internal reporting on retention and re-engagement success rate;- Internal and external communication with dev team(s) when reporting bugs and introducing features;- Upper management conferences relating Terms of Service, Terms of Conditions and Billing;- Obtaining customer feedback and suggestions in order to increase customer satisfaction and retention;

Belgrade, Serbia

- B2B pipeline management and client onboarding;- Point of contact for clients that whitelisted SaaS/BRM;- Billing, retention and quality management;- Providing the best customer experience, that ultimately results in customer retention and expansion;- Building successful and lasting relationships between the customer and the business;

Belgrade, Serbia

- Monitoring, maintaining and reporting customer performance to company clients (tickets, chats and Zoom conferences);- Service and product overview;- Reporting customer feedback to developer team to ensure customer satisfaction and retention/CRM;

Serbia

Royal Bank of Canada/National Bank of Canada/Bank of Montreal/Canadian Imperial Bank of Commerce:- Work in high-call-volume Helpdesk environment (24x7x365) supporting NCR's customers (both internal and external) in providing problem resolution for NCR and customer-specific products and services;- Responsible for ensuring the customer's entitlement of services; Remotely delivering solutions, dispatching service personnel, and when appropriate, verifying resolution of a customer's issue that has not been escalated; - Providing technical phone support on Financial products, systems and various software products; Providing accurate, timely and creative solutions to user problems of moderate and urgent nature to maximise product or system availability, and ensure distribution of knowledge that results in a positive impact on user satisfaction;- Escalating both internally and externally when required according to defined Escalation Paths;- Researching, resolving, and responding to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with current standards; - Internal and direct reporting to major Canadian banks;

Belgrade, Serbia

The BodyShop US/CA/AUSDelivering exquisite customer experience and ensuring effective service by:- Solving customers' inquiries via phone, email and chat;- Order placement, issuing refunds, handling customer escalations through proper channels;- Providing information about products, policies and values;- Full Customer and RHD support;- Training new hires;

Online ESL tutor and mentor

Belgrade, Serbia

- Customer support operator in Slovenian;- Providing all product related information and order placement;

ESL course teacher

Belgrade, Serbia

Developed, designed and taught a Slovenian language course

Belgrade, Serbia

Developed, designed and taught a Serbian as a Second Language course

Master Of Science - Ms, Data Science

Bachelor'S Degree, General Lingustics

General linguistics with Slovenian language