Sonja Todorovic Email & Phone Number

United States

• Managing and overseeing BPO operations for twenty diverse clients in various industries.• Leading and mentoring a team of 15 document processors and supervisors, consistently achieving high levels of employee engagement and performance.• Analyzing performance metrics, identifying trends, and implementing data-driven strategies to improve operational performance and deliver measurable results.• Handling complex and high-volume accounts while maintaining customer-centric approach and exceeding SLA’s.• Building and maintaining strong relationships with clients and stakeholders through effective communication and interpersonal skills.

* Initiated and managed relationships with key enterprise customers, connected with stakeholders and produced monthly reports for 20 clients * Led five-member cross-functional team during implementation of new digital mail system used by 1000+ clients across USA * Liaised clients in transition to a paperless practice by implementing an electronic booking system reducing overhead by 10% * Advised clients during integration of faster mail inventory sorting system reducing costs of labor by 30% * Maintained outbound mail database and spreadsheets containing over 5M+ mail records * Delivered monthly mail reports for clients management tool that facilitates the measurement, organization, and analysis of processed mail * Prepared monthly reports and mail statistics used by 20 clients in company statistics reports meetings and conferences * Optimized mail sorting, scanning and indexing process, resulting in 18% throughput increase and standardized processes in bulk production

United States

* Scanned, sorted and prepped 1500+ mail, documents, media, invoices, images and checks for imaging, emailing, shipping and packaging per day * Verified accuracy, consistency and integrity of supplied data against established company standards * Collected, assessed and archived high volume of incoming and outgoing mail * Executed large volume mail and documents scanning processes by using Opex scanner * Entered confidential data in to company software after prep

United States

* Collaborated with artists and web developers to execute successful website demo content of 150+ Joomla templates and 80+ WordPress Themes * Spearheaded documents optimization and work requests process by automating intake forms increasing company standards resulting in reduction of office overhead by 43% * Reviewed information materials and elements consistency regularly on 4 websites and 80+ pages for accuracy and functionality

United States

* Reviewed information materials and elements consistency regularly on 4 websites and 80+ pages for accuracy and functionality * Input customer data into a proprietary company database using MIDAS while adhering to privacy and confidentiality guidelines * Operated mail processing equipment and manually sorted 12K mail documents per month * Arranged 100+ customer ACH and credit card payments to facilitate the daily payments processing * Co-ordinated filing and document management systems, coordinating archiving and purging aligned with company document policies