Sanda Ocvirk

Sanda Ocvirk Birth date: August 3rd, 1987 Address: Freyova 983/25, Vysocany, Prague 9, Czech Republic Mail:-Phone: - __________________________________________________________________________________ WORK EXPERIENCE Communication Specialist – August 2017 – present ICON Communications - www.theiconadvantage.com Prague, Czech Republic Responsibilities: • • • • Answering inbound calls and receiving customer enquiries, typically from those struggling to navigate an automated payment system, and facilitating their request by taking details, creating accounts and assisting them with any issues they may have Processing online payments and helping customers with booking and reservation of parking space across the UK and USA Escalating untypical situations and requests to designated departments Using Windows environment, Outlook/MS Office and Humanity Freelance Translator for English Language – September 2012 – present Law Agency “Evrolex”- www.evrolex.com/?jezik=eng Smederevska Palanka, Serbia Responsibilities: • • • • Translating legal documents such as last wills, various application forms, birth/death certificates and requests Translating email correspondence with foreign banks and pension funds Working as an interpreter over phone with foreign help desks Translating the content provided on the official web site of the agency Help Desk Representative – October 2013 – July 2017 NCR - www.ncr.com Belgrade, Serbia Responsibilities: • Providing support to NCR Customer Engineers including problem identification, analysis, diagnosis and resolution; • Answering incoming phone calls from store personnel and field engineers; Monitor the notification and ticket queue screens • Using Windows environment, Outlook/MS Office, Remedy, Putty, Citrix and remote control • When no known solution can be identified, responsible for the escalation of issues to other support centers where more specialised personnel are available • Working to anticipate internal and external client needs and commitment to customer satisfaction; Monitoring and reacting to events for all customers Utilizing Knowledge Systems provided by NCR and other vendors and keeping up to date with new or alternative approaches English Language Teacher – September 2011 – February 2013 Secondary School for Mechanical and Electro-Technical Engineering “Goša” www.skolagosa.edu.rs Smederevska Palanka, Serbia Responsibilities: • • • • Planning, constructing and delivering English language lessons according to the established school curriculum Assessment and evaluation of knowledge and skills of four grades of students Participation in school meetings and conferences Providing consultation with other teachers, students and their parents EDUCATION MA in English Language and Literature - September 2006 - September 2011 University of Belgrade, Serbia • • • • Achieved Proficiency level of Contemporary English language Studied both British and American history, literature and culture Studied both literary and non-literary translation Completed master thesis on Shakespeare, title Macbeth, Shylock and Iago – Heroes or Villains Grammar School – Social sciences, September 2002 – June 2006 Smederevska Palanka, Serbia • General secondary education with emphasis on languages and social sciences OTHER LANGUAGES • • Spanish language – Level B2 Slovenian language – Level B2 PERSONAL INTERESTS As an irrevocable art lover, my personal interests revolve around everything that has to do with creative representations of thoughts, feelings and life in general. I enjoy reading and I am serious fan of English literature. I like going to theatres and art galleries and sometimes I even dare to draw or paint. As an amateur piano player, listening to music is another pleasure I tend to indulge myself with. I have recently developed an enormous fondness towards dogs, since I am now a dog owner myself. Therefore, I spent a lot of spare time walking and playing with my dog, as well as socialising and sharing experiences with other dog owners. OTHER Holder of dual citizenship: Serbian and Slovenian (EU) REFERENCES References are available upon request