Maja Ilic Email & Phone Number

Dubai, United Arab Emirates

Streamlining project communications and documentation from inception tocompletion. Developing detailed project plans to guide the team effectively.Overseeing project billing, ensuring the achivement of project objectives andperformance metrics, and maintining quality standards to meet client expectations.Taking charge of crafting and updating project schedules, plans, and financial reports,while leading both internal and customer-facing project meetings to ensure… Show more Streamlining project communications and documentation from inception tocompletion. Developing detailed project plans to guide the team effectively.Overseeing project billing, ensuring the achivement of project objectives andperformance metrics, and maintining quality standards to meet client expectations.Taking charge of crafting and updating project schedules, plans, and financial reports,while leading both internal and customer-facing project meetings to ensure seamlesscoordination and progress. Show less

Dubai, United Arab Emirates

Leading creation, development, and execution of projects aimed at enhancing the overall customer and vendor experience. Spearheading the analysis of key performance metrics to pinpoint service delivery enhancement opportunities. Actively gathering and leveraging customer, rider and vendor insights, feedback, and data to drive continuous improvements.

Belgrade, Serbia

Coordinated project activities, resources, equipment and information as the local SPOC for the Dubai based project management teams to support the transformation of dnata contact centers to a unified Cloud platform. Oversaw mapping out of project schedules, assisted meetings and tracked deliverables. Utilized WFM tool to monitor working hours and plans. Facilitated the setup and execution of the testing cycles, coordinated progress reports. Drove operational improvements by routing customer… Show more Coordinated project activities, resources, equipment and information as the local SPOC for the Dubai based project management teams to support the transformation of dnata contact centers to a unified Cloud platform. Oversaw mapping out of project schedules, assisted meetings and tracked deliverables. Utilized WFM tool to monitor working hours and plans. Facilitated the setup and execution of the testing cycles, coordinated progress reports. Drove operational improvements by routing customer requests through CRM (Epiphany and ServiceNow), communicating with Client Relationship and Support Departments. Ensured timely response and resolution with the departments. Reduced the number of incoming recurring requests by process improvement. Show less

Belgrade, Serbia

GLC loyalty program coordinator - Promoted to drive the improvements to Etihad’s Guest Loyalty program. Improved and executed the standards of customer service to ensure customer confidence, satisfaction and loyalty. Worked in industry leading tools such as Comarch and Sabre to deliver service excellence to Etihad Guest.Commercial Agent - Achieved improved revenue and customer service by supporting implementation of new technologies and standard operating procedures to drive… Show more GLC loyalty program coordinator - Promoted to drive the improvements to Etihad’s Guest Loyalty program. Improved and executed the standards of customer service to ensure customer confidence, satisfaction and loyalty. Worked in industry leading tools such as Comarch and Sabre to deliver service excellence to Etihad Guest.Commercial Agent - Achieved improved revenue and customer service by supporting implementation of new technologies and standard operating procedures to drive improvement. Led payments in ticketing systems, selling, collecting payments, changing and refunding airplane tickets. Show less

B.Sc. In Computer Science, Information Technology

Key Subjects include: • Project Management Practice • Operational research • Management of technological development • Web Design •.

High School Diploma, Economics