Marija Djordjevic

Experience

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  Real estate and consulting agency "EuroStart"

  Jun 2010 - Sept 2010

  Office assistant and group coordinator

  - Organizing the agents’ duties- Assigning duties to the agents and coordination of their work- Organization of business meetings- Keeping a logbook- Keeping employees’ dossiers - Reception of documentation and its further sorting- Bank statements and payments- Communication with clients - Recruitment and training of new employees- Evaluation of the work on daily basis - Maintenance of the corporate web site on daily basis

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  Textile agency Texico

  Jun 2011 - Apr 2012

  Export/import officer and correspondent

  - Preparation of complete documentation for import and export of textiles- Communication with clients on daily basis- Export coordination and communication with shipping companies on daily basis- Preparation of commercial invoices- Keeping a logbook for inbound and outbound invoices - Organization of meetings with clients and preparation of cooperation agreements

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  Sofica Group, a TeleTech Company

  May 2012 - Feb 2014

  - Working as a First Level Technical Support for Swiss client; acting as a first point of contact; supporting customers on German and English language- Accepting incidents and requests through different communication channels; logging and identifying the reported problem into Incident Management System- Providing analysis and resolution on incidents and requests regarding use of application, software or hardware; End-user computing, User administration, Office applications- Support customers in the use of computer equipment by providing necessary training and advice- Logging and tracking incidents and requests from identification through resolution- Following up with other support teams and third-party teams involved in providing resolution, to ensure incidents are resolved and requests are fulfilled; documenting the communication- Keeping customers informed, setting and following up on incidents and requests, keeping precise case documentation- Meeting deadlines and delivering services according to SLA`s- Developing working knowledge of supported applications and technology, as well as the applicable technical support tools- 24/7 monitoring on client’s dashboards, servers and services; reporting in real time- Report to Incident Management team on any issue that could significantly impact the business - Informing customers of significant problems (making follow-up regularly until the problem is solved) and new processes - Handling large amount of email correspondence Show less

  • Service Desk Analyst

    Sept 2013 - Feb 2014

  • Sales Services and Delivery Group Representative

    May 2012 - Sept 2013
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  TeleTech

  Sept 2013 - Oct 2017

  Team Lead

  - Leading a Team of 17 Service Desk Analysts supporting many client’s services; working to SLA’s and KPI’s, while ensuring smooth day-to-day running of a Team within an ITIL environment- Allocating workloads and tasks among team members; sharing best practices to increase productivity and quality- Report monthly on service delivery performance to Management and clients; - Quality check on incidents and requests; weekly calibration sessions with client to improve quality- Regularly report service improvements implemented and recommend actions to further improve performance and service delivery- Daily monitoring on the workflow and identifying the risks, opportunities and improvements- Monitoring performance standards and providing feedback to Team members, coaching and motivating them to achieve their target - Analyzing Incident trends, recommend and implement actions- Facilitating new hires trainings, as well as all applicable client trainings and up-trainings- Providing, coordinating, analyzing and consolidating all necessary data to deliver training in a timely and accurate manner following client requirements and company standards- Creating monthly rooster Show less

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  Seavus

  Oct 2017 - Sept 2023

  Service Delivery Manager
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  Qinshift

  Sept 2023 - now

  Senior Service Delivey Manager