Marija Nikolic Email & Phone Number

Belgrade, Serbia

I am responsible for designing and implementing business strategies, policies, and processes that align with the overall vision and mission of Contact Service with focus on financial gain. I oversee the process of current market trends research in order to propose new business ideas that can improve revenue margins. I also build long-standing and successful relationships with key clients, design and submit RFPs, negotiate, sign contracts and oversee the process of onboarding new clients into… Show more I am responsible for designing and implementing business strategies, policies, and processes that align with the overall vision and mission of Contact Service with focus on financial gain. I oversee the process of current market trends research in order to propose new business ideas that can improve revenue margins. I also build long-standing and successful relationships with key clients, design and submit RFPs, negotiate, sign contracts and oversee the process of onboarding new clients into our organization. Show less

Belgrade, Serbia

Responsible for strategy planning, coordinating customer service operations and finding ways to ensure employee retention, proposing new technology solutions, overseeing the implementation of technology solutions, mentoring and motivate teams to achieve productivity and engagement, ensuring client satisfaction, reporting on operational performance and suggest improvements, budget planning.

Responsible for ensuring that all goals are met, procedures respected and in the end for the satisfaction of all stakeholders - clients, employees, customers. Daily operations, reporting, analytics, trainings and people development using all the right tools in terms of HR, IT, Training and Quality managers etc. Simultaneously led implementation teams for Genesys PureCloud and Salesforce and after implemenation processes in terms of regular support.

Belgrade

Responsible for leading, guiding and developing a team who receives telephone calls, e-mails and chats from guest and members and potential customers in specific client, customer and/or member servicing disciplines (e.g.: Reservations, Travel Club Servicing, Advisory, Problem resolution, etc.) in the achievement of team productivity and service objectives. Driving towards achieving monthly sales targets, high employee engagement and satisfied clients and members, will be the primary task.

Responding to customer`s requests and inqueries by phone, chat and e-mail, making reservation and planning the perfect vacation experience for them. All this work is done in the reservation system "Softrip".Part of my job description is establishing contact on a daily basis with luxury resorts and their staff. Also there is handling customer`s complaints and solving issues, online support, managing some of our VIP clients and managing transportation for customers from and to the airport.

Belgrade

To lecture, lead seminars and other forms of undergraduate and postgraduate teaching bydeveloping and applying innovative and appropriate teaching techniques which createinterest, understanding and enthusiasm among students. Carry out on-going curriculum review including module content and materials and contribute to learning and teaching strategy. Undertake a range of administrative responsibilities.

Responsible for leading, guiding and developing a team who receives telephone calls, e-mails and chats from clients and potential clients (e.g.: Airport pick up and drop off reservations, modifications, cancelations, dispatch etc.) in the achievement of team productivity and service objectives. Driving towards achieving monthly zero error targets, high employee engagement and satisfied clients, will be the primary task.Also arranging schedules, vacations, sick leaves, shifts, coverage etc… Show more Responsible for leading, guiding and developing a team who receives telephone calls, e-mails and chats from clients and potential clients (e.g.: Airport pick up and drop off reservations, modifications, cancelations, dispatch etc.) in the achievement of team productivity and service objectives. Driving towards achieving monthly zero error targets, high employee engagement and satisfied clients, will be the primary task.Also arranging schedules, vacations, sick leaves, shifts, coverage etc. Managing intern program and advising employees on training and coaching. Show less

Customer service representative for an american company ,,American Coach Limousine“ . My job description was responding to customer`s requests by phone or/and e-mail, working in the reservation systems ,,Ghost" and ,,Hudson" handling customers` complaints and solving issues, online support, managing transportation for customers all over the USA including super VIP clients. Allocating tasks to staff, ensuring the performance of the staff is of a high standard, reporting to the upper… Show more Customer service representative for an american company ,,American Coach Limousine“ . My job description was responding to customer`s requests by phone or/and e-mail, working in the reservation systems ,,Ghost" and ,,Hudson" handling customers` complaints and solving issues, online support, managing transportation for customers all over the USA including super VIP clients. Allocating tasks to staff, ensuring the performance of the staff is of a high standard, reporting to the upper management, organizing holidays and shifts, discussing and resolving problems in the team. Show less

As a part of AIESEC, the biggest students organization driven by the students, I have changed many work roles and teams. Special event manager was probably the most challenging one since all the work was mine to begin and the end with. My job description contained pars of marketing, management, team leadership, logistics and communication. Main job description was organizing huge final conference that took place at NBS (National Bank of Serbia) with well known motivational speakers and… Show more As a part of AIESEC, the biggest students organization driven by the students, I have changed many work roles and teams. Special event manager was probably the most challenging one since all the work was mine to begin and the end with. My job description contained pars of marketing, management, team leadership, logistics and communication. Main job description was organizing huge final conference that took place at NBS (National Bank of Serbia) with well known motivational speakers and professionals from the different fields of expertise. Show less

Belgrade

Daily contacting enormous Insurance companies, helping their clients with various requests, providing help and usefull information.

Master Of Business Administration (M.B.A.), Banking, Corporate, Finance, And Securities Law

Bachelor'S Degree, Business/Managerial Economics

Graduation thesis : "Total quality management"

Bachelor'S Degree, Spanish Language And Literature