Petar Djordjevic

Residential Product Strategy, Development, Design: PayTV, Broadband, Telephony Bundles & Pricing Strategy Market Analsys Activities & Product Roadmap Pricing Fixed line Launch Project MVNO Project – mobile virtual network operator project FTTB/H Project – new high speed broadband product Wifi hotspot zone Development of Requirements for Technical Department Sales & Promo Campaigns Sales & Customer Service Training Post-acquisition product alignment and development

SOHO/SME Strategy and Product Portfolio Management Market Analysis Project Management, Product Profitability Analysis Pricing Policies and Price Plans development Coordination with Business Sales on Sales Activities Assisting Business Customer Serivce in Call Center Product Design Acquisition Promotions and Sales Push Activities Coordination will all relevant departments Special Promo Events Trainings for Business Sales and Customer Service

Leading the team for ensuring proper competences and performance in CS IVR Design, Skills, Workforce Management Optimization of processes & systems used in CS Optimization of company processes Knowledge Base Management Coordination of activates that initiate customer contact Revenue Boost activities Setup of Retention Process Single Point of Contact to Marketing & Product Department Participation in all major projects in the company Social Media Customer Interaction Letter Management

Manager of Residential Contact Center inside Customer Service Department of a mobile operator with more than 100 employees Service Level and Customer Satisfaction Monitoring and Management Service Level and Customer Experience Strategy and Processes Change/Complaint Strategy and Processes Budgeting and Budget Controlling Employee Hiring, Development and Motivation

Member of the Start-up team ensuring quality launch of Customer Service Knowledge Sharing Process Front-line applications development in Customer Service and Sales Process optimization Design of Customer Service services (self care, IVR, SMS, info campaign) Single point of contact to Marketing Departments Participation in all major projects in the company on behalf of the Department