Teodora Vučićević

Experience

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  AICAP Group

  Jul 2013 - Sept 2013

  Customer Care Representative

  Working in a high call volume environment with 24/7/365 support. Providing billing and technical support for Australian TV Plus customers in Serbian, English, and Greek. Troubleshooting technical issues remotely or dispatching technicians on-site. Providing information regarding subscriptions, available offers, and monthly charges.

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  Sitel

  Oct 2013 - Jan 2014

  Customer Care Specialist

  Working in a high-volume environment for the Body Shop - USA and Canada with 24/7/365 coverage. Resolving customer inquiries via phone, email, and chat. The position required delivering great customer service while resolving customer issues: refund requests, resolving late/lost shipment requests, placing orders on behalf of customers, handling customer escalations internally, handling customer complaints, and providing product information and information regarding special or limited offers. Show less

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  Bibo Global Opportunity

  Oct 2014 - Sept 2016

  English Tutor

  TEFL-certified part-time online English tutor to children and adults.

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  Bednbeer

  Dec 2014 - Apr 2016

  Hostel Receptionist

  Greeting guests as they come in, managing the check-in and check-out process, answering questions and requests, and helping with administrative tasks at the front desk, managing booking requests, handling receipts.Providing guests with information about free and paid city tours, train/bus/plane schedules, what are the best places in the city to eat/go out, helping people get the most out of their stay and experience as many cultural and social events.

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  CCBill

  Apr 2016 - Apr 2019

  Training new hires on Customer Support Procedures and Soft Skills. Writing procedures, and creating escalation paths - internal and external. Maintaining internal (Media Wiki) and customer-facing knowledge base.Running various reports on the Customer Facing Knowledge Base to prioritize top articles and include more content on the top customer inquiries.Helping optimize the Customer Experience by running reports on various parameters: Customer location, type of device used, most frequent issues, and inquiries. Handling escalated interactions via chat, email, and phone with CCBill Clients and customers. Running various reports on the number of interactions handled by the agent weekly. Providing continuous quality audits of employees' work on a weekly basis, and ensuring that they have enough face-to-face time in reviews to ask questions on Customer Service procedures.Training agents on new Policies and Procedures and new Client products. Helping resolve bank disputes with Clients and Customers and authorizing refund requests. Show less

  • Customer Support Supervisor

    Sept 2016 - Apr 2019

  • Customer Support Representative

    Apr 2016 - Jan 2019
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  Lingo Turtle (former Beida Kid)

  Sept 2018 - Dec 2019

  English Tutor

  TEFL-certified online English tutor to children.

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  WHYTTEST

  May 2019 - Feb 2020

  ERepublik Labs Support Team Leader

  Hiring and training of new hires for the Player Support team. Providing continuous quality audits to all team members of the Player Support Team. Maintaining client relations and creating and maintaining an internal knowledge base regarding 5 different Client Products that are supported. Handling escalated interactions and providing guidance on how to resolve such interactions. Working with new clients on establishing SLAs and procedures in order to streamline daily workflow. Assisting the QA department in testing new Client Products and helping report bugs to the dev team. Maintaining high levels of knowledge of the Client Product with every new release. Track performance and productivity by utilizing various reporting Tools in Zendesk and help redistribute the workload. Assist with the daily workflow during the peak times of the day. Show less

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  NCR Corporation

  Apr 2020 - Apr 2021

  Quality Analyst

  Systems Quality AnalystFirst Point of Contact for 15 Service Centers/Customer Care Centers around the globe which are providing 24/7/365 support to NCR's Clients. Creating, implementing, and maintaining Business Continuity and Disaster Recovery documentation in compliance with 22301.Creating processes, templates, and procedures for customer onboarding.Communicating with management teams in 15 different locations and coordinating the timely implementation and testing of the Business Continuity procedures.Preparing the management teams of the Service and Customer Care Centers for Internal and External audits.Taking part in Annual External Quality audit, as well as Internal, in regard to ISO 22301.Creating and giving presentations to the various internal interested parties on the subject of BCDR and compliance with ISO 22301.Managing Knowledge Management projects running concurrently. Creating technical documentation, assuring their accessibility to all interested parties and teams. Organizing meetings with the management teams of various internal organizations and teams in order to avoid redundancy and assure easy access to information at all times. Show less

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  Summa

  Sept 2021 - Feb 2022

  Track and Trace

  Tracking the location of company-owned owner-operators' trucks, organizing towing services, scheduling repairs and DOT inspections, managing Hours of Service, and providing tracing updates to interested parties(dispatchers, brokers).Using ELD ONE Plus for Hours of Service and Samsara for tracking.

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  Mason transport

  Feb 2022 - Feb 2023

  Dispatcher

  Working with owner operators on finding optimal loads(DAT, JB Hunt, Coyote, and other boards) and planning their weekly/monthly routes and targets. Dispatching 53 feet dry vans with vents. Keeping track of the weekly gross for all drivers and planning for the week ahead. Booking loads a day in advance whenever possible. Helping drivers keep their fuel consumption low by avoiding larger mountain ranges in the USA and finding the optimal weight of the load for their trucks. Keeping track of the driver's IFTA so that we can strategize together on how to manage time and resources effectively. Providing tracking updates to brokers via email and phone.Tracing all owner operators and their Hours of Service through Motive(former KeepTruckin).Resolving various issues at pickup, en route, and at delivery and informing interested parties. Show less

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  Ease Dispatch

  May 2023 - Jan 2024

  Recruiter

  Matching truck drivers with new opportunities based on their skills and qualifications, guiding them through interviews, and managing paperwork.Collaborating with Safety Departments to expedite the onboarding process, ensuring a seamless transition for drivers.Providing ongoing support during the first weeks of employment, proactively addressing and resolving any challenges.Prioritizing efficiency and communication to enhance the overall driver experience.Connecting drivers with success by facilitating a smooth onboarding journey and maximizing their earning potential. Show less

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  EPAM Systems

  Mar 2024 - now

  Completed two comprehensive training programs—Cloud & DevOps Fundamentals and DevOps Bootcamp—focusing on modern DevOps practices, tools, and cloud technologies.Cloud & DevOps Fundamentals Program: Gained foundational knowledge in Bash scripting, Docker containerization, and Ansible automation for DevOps.DevOps Bootcamp: Focused on advanced topics, including AWS, Kubernetes, Terraform, and Infrastructure as Code (IaC). Hands-on experience in designing and managing CI/CD pipelines using Jenkins, GitHub Actions, and GitLab CI.Key Skills: AWS, Kubernetes Terraform and Infrastructure as Code in an AWS environment CI/CD pipelines (Jenkins, GitHub Actions, GitLab CI) Cloud infrastructure management, automation, and container orchestration Show less

  • DevOps Engineer

    Dec 2024 - now

  • DevOps Engineer

    Mar 2024 - Dec 2024