Ana Visnjic

Experience

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  AIESEC

  Apr 2013 - Jan 2015

  o Leading a group of 30 people, supervised 4 teams in 2 terms;o Responsible for recruiting;o Responsible for external positioning of AIESEC in Kragujevac; o Created and implemented promotion strategies for business promotion, social media marketing and Global Citizen/Global Talent programs;o Creating a network of media partners; o Developing channels of internal communications in local committee; o Responsible for digital marketing strategy; content plan creation and management of AIESEC in Kragujevac Facebook, Twitter and Instagram accounts;o Facilitated two local conferences;o Attending various national conferences;o Organizing and holding meetings; o Implementing national strategies. Show less

  • Vice President Marketing and Communication

    Feb 2014 - Jan 2015

  • Marketing Team Leader

    Oct 2013 - Mar 2014

  • Marketing Team Member

    Apr 2013 - Oct 2013
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  FCA Fiat Chrysler Automobiles

  Oct 2016 - Mar 2017

  Human Resources Intern

  o Organization and support of internal events;o Translation of training materials;o Logistic aspects of organization of training for employees;o Supporting HR processes;o Supporting PD Pillar during Audit

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  IBM

  Aug 2018 - Sept 2021

  As a team leader:Leading a team of more than 40 senior service managers;Providing ongoing assistance and guidance to individuals in the team;Supporting the manager in daily tasks execution;Coordination of business as usual team activities;Responsible for creation of documentation and updating the existing one;Leading and managing team meetings;Responsible for recruitment and onboarding of new team members; Determining goals for particular employees, and helping them achieve them, as well as evaluating the process; Maintaining team’s integrity.Unit’s focal point for IBM to Kyndryl transition responsible for assisting with urgent issues, informing and updating people about changes, tasks, and priority actions, managing and organising the transition tasks in the unit, while making sure daily activities and results are still delivered. Helped more than 200 people transfer from IBM to Kyndryl in less than 3 months. Show less Working with Service Desk hiring managers and recruitment team in order to hire the best talents- scheduling the meetings and taking care of the process;Responsible for contacting the candidates and doing the initial screening;Acting as a point of contact and build influental candidate relationships during the selection process;Working with recruitment team on campaigns (external and internal) to promote the visibility of Service Desk roles;Providing analytical and well documented recruiting reports to the rest of the team;Introducing Agile recruitment process to Service Desk. Show less Checking quality results of the team on a monthly level and collect and compile statistical quality data, identify training needs and organize training interventions to meet quality standards.Organizing and leading quality meetings with employees at least once a month and with management once a week to provide a feedback and latest quality updates.Write and document full RCA with purpose of investigating customer complaints, communicate with the client.DC Academy trainer in Quality area and responsible for training of new hires and for implementation of Buddy programme. Show less - Assisted IBM customers with troubleshooting of computer related issues such as virus removal/password resets/email setup/software installs.- Maintained accurate records of completed and pending jobs using the Service Now/Remedy ticketing system.- Meeting SLA and individual KPIs. - Occasionally assumed the role of Shift Leader - dispatch and overlook the work of the other employees in late shifts - As Service Coordinator worked closely with second level of support on resolving the most complicated cases;- Obtaining necessary information from the customers and chasing resolvers;- Providing a feedback to Service Desk Agents;- Part of the team writing and updating new Service Desk Knowledge Base. Show less

  • Integrated Service Manager / Department Team Leader

    Mar 2021 - Sept 2021

  • Recruitment Focal Point / Trainer

    Jul 2020 - Apr 2021

  • Quality Advocate

    Jul 2019 - Jan 2021

  • IT Support Specialist

    Aug 2018 - Jul 2020
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  Kyndryl

  Sept 2021 - now

  Team Leader / SRE Partner