Jelena Labudovic

Experience

• 

  Marnik-M

  Oct 2000 - Mar 2007

  Accountant

  -Invoices and office related cost booking -Expense and payroll reports booking-Documenting financial transactions by entering account information-Preparation of payments by verifying documentation, and requesting disbursements-Year End suppliers reconciliation -Assisting in monthly and year end closing reports preparations

• 

  Mondelēz International

  Nov 2008 - now

  Leading the Consumer Care Back Office Team and an external vendor across Central and Eastern Europe, overseeing 2 Team Leaders, 19 agents, and 5 back office team members. Responsible for delivering exceptional consumer service and supporting MDLZ loyalty programs to boost consumer satisfaction.Lead global training activities within MDLZ and at the external vendor, serving as the Consumer Care subject matter expert.Collaborate with Back Office and vendor Quality and Training teams to ensure up-to-date training materials and processes, address learning needs, and improve training programs.Proficient in PEGA systems and MDLZ customized solutions development. Responsible for maintaining, troubleshooting, and identifying Consumer Care software and data needs. Show less -Responsible to steer the Consumer Care Back Office Team and the external vendor across Central Europe (Poland, Baltics, Czech. Rep. / Slovakia, Hungary, Romania, Bulgaria, Serbia, Slovenia, Croatia, Bosnia and Hercegovina, Montenegro, Macedonia, Albania, Greece, Cyprus, Israel). 1 Team Leader, 15 agents, and 3 Back office team members. Responsible for providing outstanding consumer service and developing and executing support to MDLZ loyalty programs to increase consumer satisfaction.-Leading Global Training topics for Consumer Care service @ MDLZ: •Leads all Global training activities within the MDLZ and at external vendor and serves as the Consumer Care subject matter expert •Works collaboratively with Back Office teams and external vendor Quality and training teams to ensure training material process and currency, communicate learning needs, develop and improve training materials and processes•Attends regular team meetings as a member of the Training and Quality Organization, recommends improvements in processes and procedures•Participates in client meetings and calibration sessions, monitors calls randomly to evaluate agent performance• December 2023: Champion of Team Growth and Development Award winner -PEGA system: proficient user and MDLZ customized solutions developer. Maintain, troubleshoot, and identify the Consumer Care software and data needs. Show less - Lead Call center performance for several countries (Serbia, Croatia, Slovenia, Bosnia and Herzegovina, Montenegro, Macedonia, Albania, Bulgaria ) (1 team-leader, 6 agents) - Supporting Consumer Care communication for Israel- Sensitive case management for South Central Europe - Reporting to internal stakeholders (marketing, quality, plants...)- GDPR Process & Follow up- Promotion management : Bulgaria and East Adriatic Markets- Lead Transformation of Settlement management for Consumer relation service: Romania- Assisting to Global lead of Center Of Excellence (CoE) Training for Global consumer care service@MDLZ (worldwide) Show less -Providing information about company products, promotions, and corporate concerns across categories and countries-Establishing and maintaining the relationship with consumers-Managing the escalated, high risk, high profile consumer contacts-Managing the inventory for reimbursement/ promotions-Lead implementation of consumer care line contact channel on product packaging project-Coordination of outbound direct mail activities with the brand teams in terms of the trade and marketing promotion programs-Data maintenance of information system database -Supporting Special Situations Show less -Booking of vouchers (compiled with invoices and accompanied back up and proof of performance controlling and verification) related to marketing,sales,transportation, customs and other - third party services-Controlling and booking of expence reports -Intercompany bookings for finished goods and internal services -Year End suppliers reconciliation -Assisting in monthly and year end closing reports preparations-Sales trade deals (off invoice) verification and back up controlling-Reexport invoicing Show less

  • Consumer Care Manager Central Eastern Europe

    Jun 2024 - now

  • Consumer Care Manager Central Europe

    Feb 2020 - Jun 2024

  • Consumer Care Specialist, EAM and Bulgaria

    May 2017 - Jun 2024

  • Consumer Conversations Specialist, EAM

    Apr 2013 - May 2017

  • Coordinator Marketing Services , EAM

    Sept 2011 - Apr 2013

  • Accountant AP/GL

    Nov 2008 - Sept 2011