JOVANA KATIN
Customer and Operations
Management
Experience
Serbia, Subotica
29th November 1992
SKILLS
Leadership
Communication
Adaptability
Problem-solving
Analytical skills
Customer focus
Team work
TOOLS & METHODS
8D methodology in
claim resolution
Control plan development
Statistical process control
(SPC) / Minitab
Part Production Approval
Process (PPAP)
Problem solving methods:
5Why, Ishikawa, Faulttree, A3 report
ISO 9001 requirements
IATF 16949 requirements
Internal auditor
SIPOC visualisation
SCRUM
March 2021- November 2023
Norma Group Southeastern Europe
Quality Supervisor / Customer and Operations
Management Supervisor
CUSTOMER MANAGEMENT
Leading customer support team of 7 representatives
Implementation, optimization and tracking of customer key performance indicators
(KPIs)
Customer representative for OEM car manufacturers
Understanding of customer specific requirements (CSRs) and implementation through
documents and organization
Deep analysis of poor-quality costs and plan for decrease
Developing and optimizing quality assurance system
Responsible for claim management system, and application of analytical skills using
best problem solving tools
Managing customer escalations
Data analysis with keys to detect weak points, trends, predictions etc. using statistical
software
Implementation of corrective actions to stop recurring issues
Initiating a plan of preventive actions
Leading internal and external audits (customer specific, ISO 9001, IATF 16949)
Collaborate with cross-functional teams in problem-solving issues and customer needs
Responsible for customer documentation (contracts, agreements, processes)
Conducting regular meetings and business reviews with customers
Initiating and leading customer-centric mindset through organization
OPERATIONS MANAGEMENT
Analyze and improve organizational process and work to improve quality, productivity,
and efficiency
Perform internal audit
Managing various aspects of the production / organizational processes
Optimizing day-to-day activities and streamline workflows to enhance profitability
(organize and delegate work, optimize work between cross-functional teams, oversee
team workflow)
Analyzing operational financial data to identify opportunities for improving profitability
Eliminating waste and detect bottlenecks in standard work
Conducting risk assessments and implementing preventive measures to mitigate
potential risks
Develop, implement and optimize SOPs
Perform quality controls and monitor operational Key Performance Indicators (KPIs) to
ensure consistent, high-quality output
Train employees for optimized systems
Implement lessons learned and introduce where applicable within organization
Assist with change management initiatives to ensure smooth transitions during process
improvements
Foster collaboration between different departments
Data-analysis from customer and operational data
JOVANA KATIN
Customer and Operations
Management
Experience
EDUCATION
Bachelor of Technology
engineering
University of Technology,
Department Chemical
engineering
Novi Sad, Serbia-
LANGUAGES
Serbian - native
English - fluent / B2
German - basic / A2
June 2017- March 2021
Norma Group Southeastern Europe
Customer Service Specialist / Quality engineer
Customer representative for OEMs and Tier suppliers in automotive
Understanding of customer specific requirements (CSRs) and implementation
through documents and organization
Develop or optimize quality assurance system / control plans
Claim management system, with analytical skills using best problem solving
tools
Managing customer escalations
Data analysis with keys to detect weak points, trends, predictions etc. using
statistical software
Implementation of corrective actions to stop recurring issues
Create a plan of preventive actions
Leading Internal and external audits (customer specific, ISO 9001, IATF 16949)
Collaborate with cross-functional teams in problem-solving issues and
customer needs
Customer documentation (contracts, agreements, processes)
Conduct regular meetings and business reviews with customers
Part of project team in implementation of new products (supporting from
Customer Quality aspect, preparing PPAP documentation, involved in PTR production trial runs)
Part of production support team in resolving production issues, such as scrap,
customer claims, downtimes, stoppages and other issues
August 2016- June 2017
Norma Group Southeastern Europe
Test Engineer
Plan and set various Lab test activities according to test
Coordinate and set up priorities within Test Lab team
Carry out functional tests according to customer and internal
specifications incl. analysis and documentation in reports and database
DVPs/
Cooperate with EMEA Engineering and Test Lab Teams
Ensure operational safety, process excellence, calibration/maintenance of test
equipment and certification audits
Monitor results, including plausibility checks and interprets the results
Participate in continuous improvement of test equipment, defines procedures
and work flow
