Vedran Juroš Email & Phone Number

Zagreb

Responsible for business and technical delivery for customer administration domain.Developing new application using Microservice Architecture principles.Implementation of service with Devops approach and Open source technologies.

Osijek, Croatia

My main responsibilities were:• Establishing business process repository along with application, data and integration layer• Active knowledge of process framework standard eTOM, enterprise modeling concept known as Aris House and project management methodologies (PMI,Six Sigma, Agile)• Working on capturing, analyzing and suggesting improvements to the business processes.• Ability to problem solve and develop and/or identify alternative solutions in support of established goals and project consequences of proposed actions• Solving cross functional opened topics with Business and IT

▪ Acting as business consultant, leading projects from ideation to implementation ▪ Introducing new technologies and solutions within company ▪ Increasing customer experience analysing processes within existing solutions▪ Design solutions and write technical documentation for software development projects in order to deliver products that greatly increase revenue ▪ Work with the development team to ensure that requirements are captured and are in such a format to be easily understood and accessible by IT and the business.

▪ Strategic plan of call center (hotlines, routing, ivr, crm integration) ▪ Managed cross functional team focused on analysis and optimization measures of self-services in call centre improving quality (ICCA) and efficiency (usage of self-services)▪ Transformation of IVR channel – from informative to service & sales channel▪ Delivering new features on IVR self-care channel▪ Analysed market and customer data and develop KPIs – further measure, analyse and act timely on results to maximize our ROI.

▪ Handle and resolve customer complaints▪ Process orders, forms and applications▪ Deep dive analysis within call centre and pointing out solution for internal bottlenecks▪ Workload staff organization ▪ Share knowledge with new agents