Mirjana Janac Email & Phone Number

Belgrade, Rs

Belgrade, Serbia

Creating and maintaining processes and proceduresSLA and KPI creation and metrics, identifying opportunities to improve team`s productivity Support and Service process ownerDeveloping and implementing best practices and SOPJIRA Kanban board monitoring and update/Atlassian Confluence data maintenanceProject managementReliable point of contact for B2B, B2C daily communicationHandling internal and outsource teams in 12+ countriesHandling testing devices in 20+ countries

Belgrade

First line technical supportRefunds, opt-ins and opt-outs, questions, complaints, monitoring spikes in trafficProactive monitoring and alertingB2B, B2C daily communicationGathering and analyzing data to drive in-depth RCA making sure that recurring issues are solved effectively Provision of customer support by answering inbound queries and complaints, resolving raised issues Resolution of incidents within agreed SLAEnsuring that follow up actions are tracked and completed… Show more First line technical supportRefunds, opt-ins and opt-outs, questions, complaints, monitoring spikes in trafficProactive monitoring and alertingB2B, B2C daily communicationGathering and analyzing data to drive in-depth RCA making sure that recurring issues are solved effectively Provision of customer support by answering inbound queries and complaints, resolving raised issues Resolution of incidents within agreed SLAEnsuring that follow up actions are tracked and completed within agreed timeframesService Management processes (Incident, Problem and Change management) Show less

Belgrade

Position works in a high volume, short cycle duration environment serving as the primary interface to internal an d external customers and/or their agentsSupports Supervisor in all Supervisory duties, conducts service audits, troubleshoots undocumented problems, re search and operational effectiveness of assigned team(s), ensures and enables assigned team in meeting Service Level AgreementsEstablish procedures for system maintenance, backup, testing, and daily operations, database… Show more Position works in a high volume, short cycle duration environment serving as the primary interface to internal an d external customers and/or their agentsSupports Supervisor in all Supervisory duties, conducts service audits, troubleshoots undocumented problems, re search and operational effectiveness of assigned team(s), ensures and enables assigned team in meeting Service Level AgreementsEstablish procedures for system maintenance, backup, testing, and daily operations, database creation, maintena nce, and integrity, authors and edits user documentationCoordination of testing for new devices, dispatching procedures, etc. for certification before implementation in liv e environment, receive and document service request and customer information; Ensure customer entitlement; Gather problem information and determine criticalityParticipate in special projects to continuously improve processes, tools, systems and organization, research and o perational effectiveness through interviews and metrics (Tableau, BO) and provide input to management team Show less

Belgrade

Maintaining internal databaseSupporting onboarding of new clientsInvestigating, tracking and addressing issues that impact teams performance Supporting improvement of existing and implementation of new processes Designing team procedures and ensuring their execution

Belgrade

Single point of contact for NCR financial clients with incident management serviceSupervision of ATM network through NCR`s monitoring toolsFrequent communication and support for customers via email or phoneUsing all ATM incident management tools Gasper, Aptra Vision, Axeda, CA, MSSCM, ePO, EJ) as well as BMC Remedy with Smart IT“NEOS” - (SME), Oracle ES.Event management, including service dispatch Branch ATM help desk servicesTransaction Management24x7 ATM… Show more Single point of contact for NCR financial clients with incident management serviceSupervision of ATM network through NCR`s monitoring toolsFrequent communication and support for customers via email or phoneUsing all ATM incident management tools Gasper, Aptra Vision, Axeda, CA, MSSCM, ePO, EJ) as well as BMC Remedy with Smart IT“NEOS” - (SME), Oracle ES.Event management, including service dispatch Branch ATM help desk servicesTransaction Management24x7 ATM monitoringRemote diagnostics and support Show less

Podgorica

Track and answer on requests and questions sent via social networks, e-mail and written requests within a defined timeSupporting web-shop clear deliveriesResearch regarding innovations of competition and other successful companies on their Social network pages Create reports and presentation to management team and other relevant departmentsOrganizing motivational games for team Coordination with social media team in Serbia Writing articles for CC Newsletter

Podgorica

Inbound and outbound callsCustomer care e-mailSales agent

Golubovci

Trainee at Airport of PodgoricaSecurity departmentShift coordinatorContingency plan coordinator and Emergency plan coordinator (ICAO and ICAC standards)

Specialist Of National And International Security, Humanities/Humanistic Studies

Assistant on matters concerning security affairs

Bachelor'S Degree, National Security Policy Studies