Ivana Stefanovic

Experience

• 

  One Way Language School

  Feb 2013 - Aug 2013

  English Language Teacher
• 

  NCR Corporation

  Oct 2013 - Aug 2017

  Field Service Coordinator

  Provided remote customer service to the Banks’ clients, strengthened partner networks, created new business opportunities, and understood customers' financial needs to cross-sell products and services to the bank's clientele. General tasks included: answering customers’ inquiries online or via phone, selling banking products, and customer care management.- Strategically planned all incoming work orders for the Catalonia territory, ensuring efficient utilization of available resources and consistent achievement of predefined service levels.- Planned 100-200 incoming work orders daily, received for the territory of Catalonia and the Balearic Islands.- Cut cost through clever calendar management, covering servicing in nearby territories in bulk. - Fostered effective and timely communication with Customer Engineers (CEs), facilitating seamless coordination of tasks and addressing any issues promptly.- Communicated with 30+ Customer Engineers (CEs) in the field on a day-to-day basis, making sure that all work orders are assigned accordingly, based on CE's territory, and the urgency of the call so that a service-level agreement (SLA) is met- Answered 20-30 calls daily from CEs and/or clients (Bank Managers) and a minimum of 100 emails daily.- Assisted CEs on international work orders as a translator (from English to Spanish and vice versa) and prepared daily and monthly reports in Spanish for work orders that failed to meet SLA. Show less

• 

  GoUNESCO

  Jan 2016 - Jun 2016

  Intern
• 

  Learnlight

  Oct 2017 - Sept 2019

  Program Manager

  Managed the life cycle of training requirements with different companies and ensured high quality of program set up and training delivery. Simultaneously performed several functions within one role: Program Management, Account Management, Customer Support, Reporting & Finances, coordinating with Accounts, Training Team, Teachers, Customers, HR, Finance department and other. - Account Management: Managed 26 accounts based in Barcelona and Madrid, working as contact person for their employees; ranging from 10 employees per company to 2500+ employees per company. - Managed and created accounts for 5000+ learners on the platform, making sure the right contract and program were assigned (i.e. Language skills, Intercultural and Communication skills, etc.). - Answered 50-100 emails daily on average, and approximately 200-250 emails daily during the launch of the program. - Reporting & meetings: Facilitated weekly meetings with the product team in order to stay updated on the issues and improvements done on the platform.- Prepared 26+ monthly reports for clients on the progress of their employees and whether training requirements are being met.- Conducted daily calls with Sales Managers assigned to my accounts in order to nurture relationships and potentially cross-sell the products.- Managed 26+ invoices monthly, ensuring everything was correct and cross-checking with the Finance team. - Spearheaded Program launch for a company with 2500+ employees, onboarding all 2500 employees to the learning platform and program in a single week. - Handpicked among 20 team members to spearhead a special Pilot Project intended to see if a new team could be formed to take care of the learners. Onboarded 8 newbies to independently take care of the Program in just 3 months, forming a new team of 4 to work in the company long-term. This model was later implemented company-wise. Show less

• 

  SHASH

  Aug 2019 - Apr 2024

  Marketing, Operations & Business Development Manager

  Managing Digital Marketing Operations for a fashion brand focused on the Spanish and Serbian markets, establishing a strong presence and visibility which resulted in the company winning ELLE STYLE AWARD 2021 for the best local fashion brand.- Delivered a 360 marketing strategy, resulting in increased visibility and sales. - Spearheaded partnerships with 5 international platforms from Germany, Spain, the UK, Sweden and New Zealand that support sustainable fashion, placing the brand on the European fashion map. - Capitalized on my talents as a copy and content writer, saving the company over $20000 by not hiring other outsourced copy and content writers (i.e. wrote and built newsletters, web content and ads copy).- Managed PR activities that later resulted in winning the Elle Style Award in 2021, a prestigious fashion award. - Wrote and published texts in leading fashion magazines in the country: ELLE Srbija, Luxiders Magazine, Wannabe magazine, Beauty and Health (translated). - Created concept for the Shash Journal, writing 1 article a month throughout the period of 7 months. All combined were turned into the book that was sold on Amazon. - Stepped in as a Production Manager in the fall of 2022 after switching production centers from Spain to Serbia. Managed 2 production centers, controlling the stock of all materials used for 50 different pieces and the quality of pieces produced in both productions.- Organized events remotely (6 in Madrid) and on spot (in Belgrade) with up to 150 attendants. - Successfully executed 4 photo shoots in Belgrade, making sure that every detail was done perfectly and in alignment with the vision and plan prepared by the creative director/brand designer. Show less