Amazonia PPC

•	Meet with clients to take detailed ordering briefs and clarify specific requirements of each project
•	Delegate project tasks based on junior staff members’ individual strengths, skill sets and experience levels
•	Track project performance, specifically to analyze the successful completion of short- and long-term goals
•	Meet budgetary objectives and make adjustments to project constraints based on financial analysis
•	Develop comprehensive project plans to be shared with clients as well as other staff members
•	Monitoring overall progress and initiating corrective action where necessary
•	Overseeing all incoming and outgoing project documentation
•	Optimising and improving processes and the overall approach where necessary

Co-Founder

NCR Corporation

•	Extensively improved Helpdesk Reporting in Cisco Unified Intelligence Center in cooperation
with Cisco Specialists and Reporting Department
•	New Helpdesk Opportunities’ reviews in cooperation with European and North American
managers and NAMER Costing & Solution Designers, successfully onboarded several
Customers
•	Responsible for recruitment of all new staff, helped other supervisors in recruitment
•	Responsible for a team of 22 Helpdesk Representatives, Level 1, Level 2 and Team Leaders
•	Helpdesk team achieved 23 consecutive months of SLAs met for world leading tourist software company and earned a customer bonus for NCR’s great performance
•	Attended a number of meetings with NCR VPs and managers to ensure right strategy and
vision is implemented and shared

Senior Supervisor

•	Responsible for a team of 26 Helpdesk Representatives, HD1, HD2 and Team Leaders 
•	Consistently achieved and exceeded team targets 
•	Developed a personal training plan for each member of the team 
•	Attended a number of meetings with Team Leaders and built their knowledge and understanding of KPIs 
•	Provided training, support and coaching for team leaders, to help them grow their careers 
•	Ensured my team members had the opportunity to develop their careers inside NCR

Supervisor

•	With assistance of Supervisors, successfully transitioned world’s leading IT company IT Service Desk to NCR with inherited 2-week backlog, and brought it to 0 tickets in 2 months 
•	Created and maintained QA process for Level 1 representatives 
•	Created and updated numerous Knowledge base articles for Level 1 representatives 
•	Actively communicated with account manager and other Team Leaders about new initiatives for improving Customer Satisfaction 
•	Responsible for recruitment of all new Level 1 staff

Team Lead

Netex Consulting

• Managed and maintained LAN and VoIP infrastructure at the largest call center in Novi Sad
• Deployed and configured the complete hardware network for Novi Sad offices
• Provided technical support and issue resolution for employees
• Developed hardware improvement and migration strategies

System Administrator

Co-founder at Amazonia PPC

As a seasoned manager in IT and Customer Support, I've used my strong people management skills, patience, and attention to detail to achieve record-breaking customer satisfaction and meet service level agreements. In 2016, my wife Jelena and I founded Amazonia PPC, a boutique agency dedicated to providing high-quality advertising services for Amazon brands. We're focused on a long term cooperation as it's the only way to succeed on Amazon. If you're interested to work with us give us a call or message on https://amazoniappc.com/contact

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