Milan Djordjevic Email & Phone Number

Belgrade, Serbia

Belgrade, Serbia

Anticipates customer needs and proactively identifies solutions. Working with FedEx, Choice, DHL and various international carriers on successfully fulfilling all SLAs. Plans, prioritizes and completes work to meet established objectives. Resolves escalated calls and emails from customer's account management and IT support departments. Mentoring new employees and assisting other agents with problems they encounter while interacting with end customer and technicians on the field. Demonstrates a sense of urgency for customers. Fosters teamwork by identifying and removing obstacles to ensure organizational results are achieved.

Working in a highly dynamic environment I was accountable for timely, efficient, and effective call management, SLA attainment, and delivery against management mandated priorities. I was responsible for Call Management and Field Logistics operations and providing related support for the NCR Worldwide Service Logistics Organization. Alongside workload balancing, I was directly interfacing with FCIM and Field Management on a daily and hourly basis.• Anticipates customer needs and proactively identifies solutions• Task assignment based on type, severity, urgency, technicians' skill• Prioritizes, organizes, and completes work to meet established objectives• Monitoring all open work orders while maximizing SLA obtainment opportunity• Generating new work orders (NEOS, BMC Gems)• Logging work-orders on various portals for the international contractors• Workload balancing with customer prioritization, with regards to specific customer requirements (FCI, availability)• Proactively sourcing parts: Locally, In Country, Regionally, Globally• Collaborate with FedEx, UPS, Choice, DHL, RICO, and various international carriers on successfully achieving all SLAs• Assisting with Parts Entitlement processes• Assisting other agents with the problems they encounter while interacting with end customers, support departments, and technicians in the field• Resolving escalated calls from the customers' account management and IT support departments• Being a point of contact to technicians, support teams, and customers' management• Phone and email communications with all NCR Services and Service Enablement Departments• Providing updates to all inquiries/escalations/directions• Updating tasks with part information, status, technicians' status, possible issues, course of action, solution

Belgrade, Serbia

- Support the activities of the Customer Engineers- Gathers problem information and records data in desktop tools- Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to CE’s within the territory; Scheduling customer installation activity

Belgrade, Serbia

Greater Philadelphia Area

Belgrade, Serbia