Milan Zivkovic Email & Phone Number

Serbia

Belgrade, Serbia

Making sure partnerships with clients work well and we are equally contributing to our common goals by managing expectations on executive levels.

Belgrade, Serbia

Point person for Geodis biggest client IBM therefore responsible for: Monitoring SLA performance and making sure it is always above target;Preventing and resolving any issues that arise in the service-delivery process through cross-functional collaboration and effective delegating;Presenting KPI reports to the Performance Management of IBM on a regular.

Crunching data and making decisions. In more details:Internal Performance Management and Business KPI reporting Creating, benchmarking, and reporting on worldwide performance levels.Identifying the potential and real pain-points, and working cross-functionally to make improvements and ensure the highest levels of performance execution and customer.

Managing and improving client service for Belgium, Netherlands, and Luxembourg regions through planning, coordination, and monitoring of daily operations in logistics facilities, continuous process and performance assessment, analysis, and optimization;Securing Client’s cash flow and revenue through a transparent and stable supply chain.

Built the customer service department from the ground up Defined the relevant business development KPIs in collaboration with Marketing, Sales, and Business Development teamsCreated and improved the company’s CRM tool based on process mapsEnsured high customer satisfaction by providing problem-solving resources, and overseeing the quality of service.

Belgrade

Transitioned the Escalation Team from local to a global level (AMS, EMEA, and APAC regions);Re-engineered the existing processes in order to meet global market demands;Managed the team in observing trending data-line, business flow, and identifying threats;Increased customer satisfaction by directing team efforts in high-level SLA boosting;Collaborated.

Belgrade

Led the Escalation Team activities (20 people), ensuring guidelines are clear, targets met and issues resolved in a cohesive and comfortable work setting;Analyzed Client’s escalations to better understand the issues and provide best solutions;Managed the team in measuring and analyzing the scale and impact of existing issues;Turned losses into wins by.

Belgrade

Handled customer and high profile executive escalations;Ensured all requests are handled with utmost urgency and hyper-care;Built long-standing relationships with accounts and client-partners by proactively identifying risk areas and taking actions to ensure SLAs are met;Optimized processes by implementing Lean Six Sigma Green Belt knowledge.

Belgrade

Job position resides in a very dynamic, multilingual and customer oriented business environment. Position is responsible for the proactive planning of all incoming work order allocations received within a specific geographic territory or Customer responsibility; position is also responsible for ensuring that all available resources are effectively utilized.

Belgrade

Built customer service and its processes ground up alongside with Subject Matter Experts;Hired, sized, coached, supervised, and led a team of 11 people responsible for handling the Client’s field service requests for the new customer solution;Ensured coverage and competency in processing client service requests in order to meet 100% of the service.

Belgrade

Talking to people who consume your product and love it, helped me master understanding their needs in such a way I had almost zero dissatisfied conversations. The person who pays for your product, and dares to pick up the phone and tell you exactly how they feel is the best possible opportunity for your company to demonstrate real devoted care, sincere.