Sanja Korunovic

Experience

• 

  Telenor d.o.o.

  Apr 2000 - Jun 2010

  • Coordinate CRM activities through the development and implementation of marketing plans across both care and sales channels• Monitor and lead Call Center performance through various statistics and reporting methodologies• Handling the most complex customer complaints or inquiries• Coaching and motivating Call Centre Outsource Agents• Analyzing performance statistics and making decisions on the basis of these statistics• Work collaboratively with all other departments to ensure CRM department is aligned with tactical initiatives in the company• Foster and facilitate positive working relationships with colleagues• Advocate Telenor’s vision and values and provide that outsourced• partners performance is aligned with it Show less • Read and analyze incoming memos, submissions and reports in order to determinate their significance and plan their distribution• File and retrieve corporate documents, records and reports• Prepare agendas and make arrangements for committee, board and other meetings• Make travel arrangements for executives• Conduct research, compile data and prepare papers for consideration and presentation by executives, committees and board of directors• Compile, transcribe and distribute minutes of meetings• Manage and maintain executives’ schedules• Supervise and train other clerical stuff• Review operating practices and procedures in order to determinate whether improvements can be made in areas such as workflow, reporting procedures or expenditures• Interpret administrative and operating policies and procedures for employees Show less

  • CRM Call Center Manager

    Feb 2008 - Jun 2010

  • Assistant CMO

    Oct 2006 - Feb 2008

  • Customer Service Specialist, Help Desk Support Team Leader

    Apr 2000 - Oct 2006
• 

  Business Woman

  Oct 2010 - Jul 2014

  Customer Care Manager

  • Plan, assign and monitor work tasks for optimum team efficiency• Perform quarterly staff performance evaluations• Identify and address development needs• Formulate and implement customer service policies and procedures• Analyze data to identify strategies for improvement of service and productivity• Resolve escalated customer service issues• Coached new recruits

• 

  IN Hotel Belgrade

  Jul 2014 - May 2015

  Banquet Manager
• 

  Hotel Constantine the Great

  Sept 2015 - Feb 2016

  Banquet Manager
• 

  Flybe

  Mar 2016 - Dec 2016

  Customer Service Department
• 

  Umlaut (part of Accenture)

  Jun 2019 - now

  SIM Team Lead
• 

  Accenture

  Sept 2022 - now

  SIM Team Lead