Milica Latinovic

MILICA LATINOVIC - CURICULUM VITAE MILICA LATINOVIC - - HTTPS://RS.LINKEDIN.COM/IN/MILICALATINOVIC INTRODUCTION EXPERIENCE US FSC TEAM LEADER/NCR CORPORATION June 2015 - Present Team Management – 30-42employees. Main responsibilities: team motivation, scheduling, training, evaluation of performance and feedback on monthly, quarterly and annual basis, people management. Business Management – Main responsibilities: driving business, making sure that the KPIs are met, setting goals with the team on daily, weekly, monthly, seasonal and annual basis, anticipating possible points of failure based on data collection and analysis, and finding effective ways of preventing the damage, communicating and engaging different departments within the company in order to meet the deadlines, participating in process development and improvement; etc. SERVICE PLANNER/NCR CORPORATION July 2013 – June 2015 Main responsibilities: Planning, prioritizing, assigning, and monitoring all open work orders for Customer Engineers, ensuring the prompt delivery of service to meet contractual terms and conditions, ensuring the correct and timely closure and completion of all work orders, following the procedures and processes communicated by upper management, maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders within the territory. I am involved in operational management for more than 6 years, with over 3 years of CALL CENTRE AND CUSTOMER CARE leadership experience in customer satisfaction SUPERVISOR/GROUNDLINK oriented environments. Currently I am November 2011 – March 2013 looking for a career which will allow me to Main responsibilities: Managing and organizing call center (scheduling use my existing skills, but also give me an and special task assignment), training, coaching and support, reporting on opportunity to expand my knowledge in business metrics on daily, weekly, monthly and annual basis, resolving project management and leadership within operational and interdepartmental problems (taking over responsibility for companies where I will be able to high end customers, etc.), weekly performance evaluation and giving significantly impact the business with my feedback to every agent in the team (approx. 10 agents), development of self–driven personality. call monitoring process and agent evaluation program CURICULUM VITAE CURICULUM VITAE SKILLS Technical Skills: Proficient in using Microsoft Office software, especially Excel and Power Point Proficient in data analysis using Tableau and report analysis in Excel. Personal Skills: INSIDE SALES AND CALL CENTRE AGENT/GROUNDLINK March 2010 – December 2011 Main responsibilities: Answering inbound calls; building customer’s interest in services offered by the company, educating existing customers about new services and features, meeting individual sales and service level targets, providing explanation about charges and disputing them if necessary, investigating any kind of dysfunction through system, cross functional cooperation in resolving any customer’s issues, Negotiating with new clients on terms of opening corporate accounts, account maintenance and customer care. Accountability, Commitment, Talent and skill recognition within the Team, Leadership. EDUCATION SPECIAL ACHIEVEMENTS UNDERGRADUATE/GENERATION 2003 Health College in Belgrade Physical Therapy Section Leadership: Development of succession plan Within 1, 5 years 10 employees got promoted to better positions within the company. Attrition rate