Mirjana Bockaj

Experience

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  Brand EDV Training

  Feb 2000 - Sept 2000

  Management assistant in office communication systems

  -Using a variety of software packages to produce correspondence and documents and maintain presentations, records, spreadsheets and databases-Preparing and managing correspondence, reports, documents -Handling of customer enquiries (verbal & written)-Sales and distribution-Booking rooms and conference facilities; organization & coordination of seminars/courses-Delivered high quality customer service for seminar participants-Training and supervising junior staff and delegating work as required Show less

• 

  American Express

  Dec 2001 - Mar 2012

  - Successfully managed day-to-day operations as the leader of a team of 23 Credit Analysts, responsible for customer contact (inbound and outbound) for High-value/VIP customers, ensuring achievement of service goals through effective planning, performance management (PMP), and staff development- Consistently delivered extraordinary service to customers by providing continuous feedback to both Customer Care Professionals and business partners, effectively handling customer complaints and resolving issues- Demonstrated expertise in change management and maintained strong relationships with business partners to drive process improvements and enhance operational efficiency- Conducted analysis of team performance and effectively presented results to managers and business partners, enabling data-driven decision-making and fostering accountability- Established and implemented best work practices to drive productivity and motivation among the team, resulting in improved performance and customer satisfaction- Successfully recruited and selected new employees, ensuring a skilled and qualified workforce- Collaborated closely with managers to align team objectives with the Scorecard, ensuring clear performance expectations and targets- Maintained adherence to quality standards, ensuring high levels of accuracy and professionalism in customer interactions- Acted as the first point of contact for technical and technological issues, providing prompt resolution and support to the team- Responsible for informing and managing HR policies, including social benefits and addressing employee-related issues- Cultivated strong partnerships with Business Lines in Germany and Austria, providing support for the execution of operations during new product launches in each market. Provided valuable feedback to ensure the success of these launches- Built and maintained excellent professional relationships with Business Partners, fostering collaboration and effective communication Show less -Daily task distribution and coordination; generating daily reports-Supervision of lost call rate and volumes-Supervision of departmental statistics and direct support of Team Leader-Responsible for the communication between Team leader, Risk Management, Compliance and the Legal department-Responsible for training, guidance, motivation and development of all team members-In charge of implementing & maintaining databases & tools in order to improve customer satisfaction and team productivity-Creation, modification and application of work processes to reach predetermind goals-Call monitoring and quality evaluation-Feedback and coaching to achieve excellent service levels-Responsible for handling escalated queries and complaints of Extreme High spenders and VIP/Top customers Show less - Conducted comprehensive training for new hires, colleagues, and other departments, ensuring effective knowledge transfer and skill development- Delivered system, procedural, and soft skills training sessions, equipping individuals with the necessary tools and knowledge for their roles- Prepared and executed engaging trainings and presentations for the German and Austrian Credit department, contributing to their professional growth and performance improvement- Supported the development and implementation of the "Handling difficult customer conversations" training program, including tasks such as material preparation, review, translation, and customization- Conducted training sessions for the entire Credit department, consisting of approximately 80 FTEs, focusing on enhancing their ability to handle challenging customer interactions- Provided valuable assistance to colleagues across the department in resolving customer queries, ensuring prompt and satisfactory resolutions- Demonstrated proficiency in addressing complex customer complaints and finding appropriate solutions to maintain customer satisfaction- Offered support to Team Leaders upon request, contributing to the smooth functioning and success of the team Show less -Interaction with Credit Card Holder with high expenses in German & English, mainly over the phone-Evaluation and analyzation of risk on high value customer accounts, making sound decisions to ensure recovery whilst maintaining high customer satisfaction levels and handling customer complaints on extreme high balance accounts-Decision making based on detailed risk analysis and deductive reasoning-Providing extraordinary service and creative solutions in an ever changing and demanding environment-Driving customer satisfaction whilst minimizing potential financial losses-Taking over of other tasks within the Credit departement upon request of Team leader Show less -Part of the migration of the AMADEUS project (Migration of Credit Germany & Austria to Madrid Hub in 2003)-Support to organize the new Customer service center-Assignement to coach new colleagues-Supervision and training-on-the-job-Side by side support-Answering of inquiries of all colleagues in the “supervisor queue” (kind of escalation hotline)-Handling of escalated supervisor call-backs-Training of the Arvato trainers in Amex related topics-Handling of complicated cases like disputes, inquiries, maintenance issues, membership rewards inquiries Show less -Providing excellent customer service-Receiving and handling of german and english Inbound Calls-Documentation of calls with regards to customer inquires accurately-Master data maintanence -Knowledge of all products-Communicating clearly and effectively, recognizing and managing assertive customer calls-Assistance in emergencies-Preparation and issue of credit items-Card blocking and replacement -Clarification of inquiries and consultation-Conduction of statistics-Active sale of American Express products; Xsell-Taking over of other tasks within the customer service upon request of Team leader Show less

  • Team Leader Global Credit Administration Germany & Austria

    Mar 2009 - Mar 2012

  • Senior Credit analyst/Team coordinator Global Credit Administration Germany & Austria

    Jul 2007 - Feb 2009

  • Trainer Global Credit Administration Germany & Austria

    Aug 2005 - Jun 2007

  • Analyst & Customer Care Professional Global Credit Administration Germany & Austria

    Feb 2004 - Jul 2005

  • Supervision & Training "on the job" for New Hires for Arvato Direct Services during Migration period

    Jun 2003 - Jan 2004

  • Customer Care Professional Customer Service

    Dec 2001 - May 2003
• 

  International Air Transport Association (IATA)

  Mar 2014 - Jun 2017

  𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:⁣⁣𝗣𝗿𝗼𝗷𝗲𝗰𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 & 𝗥𝗲𝗽𝗼𝗿𝘁𝗶𝗻𝗴: Managed the first annual card fraud survey, ensuring accurate setup, stakeholder collaboration, and effective communication, culminating in a report that informed industry practices.⁣⁣𝗥𝗲𝘀𝗼𝘂𝗿𝗰𝗲 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁 & 𝗠𝗲𝗺𝗯𝗲𝗿 𝗘𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁: Created a public web page to facilitate access to fraud prevention resources, enhancing member engagement and demonstrating strong research and administrative skills.⁣⁣𝗡𝗲𝘁𝘄𝗼𝗿𝗸𝗶𝗻𝗴 & 𝗜𝗻𝗱𝘂𝘀𝘁𝗿𝘆 𝗜𝗻𝘀𝗶𝗴𝗵𝘁𝘀: Participated in industry events, such as the Canada Fraud Group meeting and Perseuss conference, to gain insights and establish connections with key stakeholders.⁣⁣𝗙𝗿𝗮𝘂𝗱 𝗣𝗿𝗲𝘃𝗲𝗻𝘁𝗶𝗼𝗻 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝘆 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁: Maintained a global fraud prevention and payment contact list, collaborating with teams to support effective fraud prevention efforts and share insights during workshops.⁣⁣𝗖𝗮𝗺𝗽𝗮𝗶𝗴𝗻 𝗖𝗼𝗼𝗿𝗱𝗶𝗻𝗮𝘁𝗶𝗼𝗻 & 𝗣𝗿𝗲𝘀𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻: Managed campaign processes, coordinating with campaign managers for successful execution. Presented the IFP project at the 7th Airberlin Fraud Prevention Day, showcasing expertise.𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀:⁣⁣✔️Implemented the first annual survey on card fraud, delivering insights that influenced industry standards⁣✔️Created a public web page that enhanced access to fraud prevention resources, resulting in increased engagement⁣✔️Established a strong network by actively participating in key industry events, fostering collaboration⁣✔️Presented the IFP project at the 7th Airberlin Fraud Prevention Day, receiving recognition for effectively communicating the project's impact to industry leaders Show less 𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:⁣⁣𝗔𝗴𝗲𝗻𝗰𝘆 𝗥𝗶𝘀𝗸 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗦𝘂𝗽𝗽𝗼𝗿𝘁: Supported all Agency Risk Management elements, including financial assessments and reviews, ensuring accurate and timely completion of activities.⁣⁣⁣𝗣𝗿𝗼𝗰𝗲𝘀𝘀 𝗜𝗺𝗽𝗿𝗼𝘃𝗲𝗺𝗲𝗻𝘁: Made necessary changes in associated systems to enhance efficiency and accuracy in risk management operations.⁣⁣⁣𝗖𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝗰𝗲 & 𝗢𝘃𝗲𝗿𝘀𝗶𝗴𝗵𝘁: Supported processes related to irregularities and compliance, ensuring smooth operations and adherence to established policies.⁣⁣⁣𝗔𝗴𝗲𝗻𝘁 & 𝗙𝗶𝗲𝗹𝗱 𝗢𝗳𝗳𝗶𝗰𝗲 𝗦𝘂𝗽𝗽𝗼𝗿𝘁: Provided exceptional support to agents and field offices on risk management matters, addressing inquiries and resolving issues to mitigate risks.⁣⁣⁣𝗔𝗱𝗺𝗶𝗻𝗶𝘀𝘁𝗿𝗮𝘁𝗶𝘃𝗲 𝗔𝘀𝘀𝗶𝘀𝘁𝗮𝗻𝗰𝗲: Assisted the regional ARM team with documentation and reporting, ensuring seamless workflow and effective collaboration.⁣⁣⁣𝗔𝗱 𝗵𝗼𝗰 𝗦𝘂𝗽𝗽𝗼𝗿𝘁: Handled ad hoc requirements and provided timely support to the regional ARM team, demonstrating flexibility in addressing evolving needs.⁣⁣⁣𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀:⁣⁣✔️ Streamlined Agency Risk Management processes, improving accuracy and efficiency⁣⁣✔️ Enhanced compliance by effectively managing irregularities and assessments⁣⁣✔️ Strengthened agent support, addressing inquiries and resolving issues promptly⁣⁣✔️ Received positive feedback from the regional ARM team for exceptional administrative support and collaboration⁣ Show less

  • Project Assistant, Industry Fraud Prevention EUR - TRANSF

    Feb 2016 - Jun 2017

  • Analyst Agency Risk Management

    Mar 2014 - Feb 2016
• 

  Expedia Group

  Jul 2017 - Jun 2024

  𝗟𝗲𝗮𝗿𝗻𝗶𝗻𝗴 & 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝘆: Designed and delivered comprehensive training programs using adult learning principles and instructional design. Developed engaging content with 2D design, video editing, and e-learning tools, aligning with business goals to enhance performance.𝗣𝗿𝗼𝗷𝗲𝗰𝘁 & 𝗖𝗵𝗮𝗻𝗴𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁: Managed projects with Agile and Lean Six Sigma frameworks, ensuring on-time execution of learning initiatives. Led change management efforts, driving adoption across diverse teams and stakeholders.𝗦𝘁𝗮𝗸𝗲𝗵𝗼𝗹𝗱𝗲𝗿 𝗘𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁: Built strong relationships with senior leadership and cross-functional teams, providing data-driven insights to influence key decisions. Ensured training programs aligned with organizational goals and improved employee performance.𝗣𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲 𝗔𝗻𝗮𝗹𝘆𝘀𝗶𝘀 & 𝗜𝗺𝗽𝗿𝗼𝘃𝗲𝗺𝗲𝗻𝘁: Conducted training needs assessments and analyzed L&D metrics to identify skill gaps. Implemented continuous improvement processes to enhance training effectiveness and efficiency.𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀:⁣⁣✔️Rolled out the Farelogix Simulation Training across Retail EN sites, reducing Average Handle Time (AHT) by 160 seconds and decreasing Long Contact Percentage by 2.5 points.⁣✔️Contributed to developing a holistic platform consolidating training, coaching, development, and incentives for 15,000+ employees.⁣✔️Simplified the Passports program during organizational scaling, streamlining processes to manage increased headcount and complexity efficiently. Show less 𝗣𝗿𝗼𝗴𝗿𝗮𝗺 𝗗𝗲𝘀𝗶𝗴𝗻 & 𝗚𝗹𝗼𝗯𝗮𝗹 𝗜𝗺𝗽𝗹𝗲𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻: Collaborated with Passports team, leadership, and Enterprise Learning to design, pilot, and globally launch the Passports program, ensuring its success across the organization.⁣⁣𝗦𝘁𝗮𝗸𝗲𝗵𝗼𝗹𝗱𝗲𝗿 𝗘𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁 & 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻: Facilitated open communication through round tables, office hours, and feedback sessions, ensuring the program met participant needs and drove engagement in professional development.⁣⁣𝗣𝗿𝗼𝗴𝗿𝗮𝗺 𝗙𝗮𝗰𝗶𝗹𝗶𝘁𝗮𝘁𝗶𝗼𝗻 & 𝗣𝗮𝗿𝘁𝗶𝗰𝗶𝗽𝗮𝘁𝗶𝗼𝗻: Encouraged ongoing participation from Associates and leaders, fostering a commitment to continuous learning. Acted as a liaison to ensure alignment between the Passports Program and Associate business lines.⁣⁣𝗗𝗮𝘁𝗮-𝗗𝗿𝗶𝘃𝗲𝗻 𝗜𝗺𝗽𝗿𝗼𝘃𝗲𝗺𝗲𝗻𝘁𝘀: Compiled participation data to generate action items and drive data-informed decisions, championing program enhancements to maintain global relevance and incorporate diverse perspectives.⁣⁣𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀:⁣⁣✔️Successfully launched the Passports program globally, ensuring alignment with organizational goals and broad participation⁣✔️Fostered high engagement through consistent communication efforts, increasing participation rates among Associates and leadership⁣✔️Led data-driven enhancements that added global relevance to the program, ensuring it remained valuable to participants across multiple regions Show less Managed teams during organizational changes following 𝗛𝗼𝗺𝗲𝗔𝘄𝗮𝘆’𝘀 rebranding as 𝗩𝗿𝗯𝗼 and integration into 𝗘𝘅𝗽𝗲𝗱𝗶𝗮 𝗚𝗿𝗼𝘂𝗽. Led service and operations teams for DACH & NL markets, focusing on process improvements, customer satisfaction, and team performance.⁣𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀 & 𝗧𝗲𝗮𝗺 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽: Managed a team of 14-30 associates, ensuring they met deadlines and maintained high-quality standards while driving engagement and motivation, resulting in a 20% increase in team morale.⁣⁣𝗖𝗼𝗻𝘁𝗶𝗻𝘂𝗼𝘂𝘀 𝗜𝗺𝗽𝗿𝗼𝘃𝗲𝗺𝗲𝗻𝘁 & 𝗣𝗿𝗼𝗰𝗲𝘀𝘀 𝗢𝗽𝘁𝗶𝗺𝗶𝘇𝗮𝘁𝗶𝗼𝗻: Implemented Lean methodologies and conducted Gemba Walks to streamline operations, reducing outbound case handling time by 8 minutes and enhancing productivity and CSAT scores.⁣⁣𝗦𝘁𝗮𝗸𝗲𝗵𝗼𝗹𝗱𝗲𝗿 & 𝗣𝗿𝗼𝗷𝗲𝗰𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁: Acted as the EMEA Coordinator for Account Coaching and Passports, fostering collaboration with cross-functional teams to improve customer retention, booking conversion, and associate development.⁣⁣𝗖𝗵𝗮𝗻𝗴𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁: Played a pivotal role in the transition from HomeAway to Vrbo, ensuring seamless operations and effective communication during the rebranding and global technology migration.⁣𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀:⁣⁣✔️Transformed a Tier 1 & Tier 2 team into a specialized Tier 3 & Outbound Coaching Team, enhancing support efficiency⁣✔️Reduced outbound case handling by 8 minutes, leading to higher customer satisfaction and operational efficiency⁣✔️Launched the Passports program, driving employee development and career mapping⁣✔️Led a customer retention initiative that improved CSAT and CES scores across the EMEA region⁣✔️Coordinated global projects, supporting the successful rebranding and system migration from HomeAway to Vrbo Show less

  • Program Manager

    Sept 2023 - Jun 2024

  • Senior Program Development Specialist (GIG), Lodging EMEA VR

    Nov 2022 - Aug 2023

  • Manager Customer Support

    Jul 2017 - Nov 2022