Maja Navrboc

Experience

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  NTH Mobile

  Mar 2013 - Aug 2013

  Call Centre Operator - Dutch and English
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  Life College

  May 2013 - Nov 2014

  Teaching Assistant - Dutch Language

  - Leading Dutch language courses - Preparing candidates for the Dutch language and culture exam for citizenship

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  Sitel

  Aug 2013 - Jul 2016

  CCO

  - Resolving different queries via the phone and e-mail for both customers and market. - Helping other EMEA agents with any type of query regarding our products/services.- Organization of logistics - delivery, returns, exchanges- Handling difficult customers

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  NCR Corporation

  Aug 2016 - Feb 2017

  HR Representative

  - Responsible for creating, maintaining, storing, securing, and destroying employee records.- Gather all the paperwork and documents pertinent to an employee such as applications, tax forms, benefits paperwork, and personal data- Preparing and amending where necessary HR documents, i.e. employment contracts and recruitment guides- Being the first point of contact for employees on any HR-related queries- Work closely with employees regarding their benefits and compensation options- Monitor background check for the new employees - Ensure that the pre-hire process and all new hire paperwork is completed- Assist payroll department by providing relevant employee information- Interpret the employment law Show less

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  Etihad Airways

  Apr 2017 - Mar 2019

  Quality&Communications Administrator

  - Randomly monitor agent's call quality against standards, provide recommendation and feedback to the Team Leaders and Performance Managers to ensure consistent customer experience at all times.-One2Ones with the CC agents, coaching sessions, briefings, training - Document, evaluate, develop, define and publish and maintain the global contact centre's processes to ensure first call resolution and regulatory adherence are the primary drivers within the global contact centre and the guest experience is placed a the centre of all process changes.- Communicate business and product updates to the centres timely through e-mails, briefings, newsletter and the shared site- Design, develop and implement monthly Product Knowledge assessment and pop up quizzes assessing the common errors, new updates and general product knowledge.- Investigate the post flight complaints and manage the centre’s waivers, errors log/records and provide weekly/monthly reports which drives continuous measurable reduction in errors/complaints- Manage the global contact centre’s calendar of events. - Perform Team Leader duties when necessary Show less

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  Happiest Baby (the maker of SNOO)

  Apr 2019 - Mar 2021

  - Respond to customer comments on social media channels (Facebook, Twitter, Instagram)- Respond to website reviews, app reviews, and Q&As- Maintain communication with marketing - Coordinates Bi-lingual members of the team for reviews in different languages- Provides sleep support on a higher level -Train all members of the Customer Care Team in Belgrade-Identify and asses training needs-Conduct onboarding sessions-Monitor and evaluate training program's effectiveness, success and ROI periodically and report them-Maintain a keen understanding of training trends, developments and best practices-Help build and maintain training content -Conduct recruitment interviews -Aid the CC Manager in performance evaluations and provide feedback

  • Social Media Coordinator

    Feb 2021 - Mar 2021

  • Head Of Training

    Apr 2019 - Feb 2021
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  ABC Accelerator

  Mar 2021 - Jan 2022

  - Planning and leading projects- Planning and executing projects and other project-related activities- Monitoring the progress of projects, ensuring that key milestones are reached- Comparing actual performance against planned/scheduled performance- Promoting active projects- Project-related communication- Review the work of third-party vendors or partners

  • Head Of Program Management

    Oct 2021 - Jan 2022

  • Project Manager

    Mar 2021 - Oct 2021
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  RiskOptics

  Jan 2022 - Feb 2024

  - Ensure HRIS systems are continuously updated; process employment changes and build custom reports to provide insights to managers and teams- Prepare contracts and work with HR services provider to ensure all new employees get registered to the official bodies in accordance with Slovenian legislation- Liaise with accounting; submitting invoices, preparing payroll data- Support the Talent Team- Lead and continuously develop onboarding for new hires internationally, and support the HRManager with offboarding processes- Develop, communicate, and implement employee policies, procedures- Collaborate with the People and leadership teams to run performance management andprofessional development program and system- Collaborate with Ops team on employee engagement programs and company cultureinitiatives; embody company culture in work and day-to-day interactions- Serve as a go-to resource for any employee questions or requests Show less

  • Senior HR and Talent Partner

    May 2023 - Feb 2024

  • Talent Acquisition Partner

    May 2022 - May 2023

  • HR & Operations Coordinator

    Jan 2022 - May 2022
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  Zelfstandig / Eigenaar

  Sept 2024 - now

  Freelance Recruiter