Dusan Vucicevic

day to day management and delivery of installation services across a number of clients --- the single point of accountability for delivery and installation activities --- overall project management & planning --- coordination & communication with customers, suppliers and internal colleagues --- responsible for all NCR assets that will be used in the delivery of customer services (i.e. drawing & manuals, tools, software, vehicles, documentation, and intellectual property)

managing a team of junior agents --- processing escalation queries through Jira Software (Project Management Tool) --- managing a quality control team --- conducting quality control of customer support representatives by measuring skills in the use of product knowledge, service ability, listening, etiquette and efficiency through Scorebuddy (Quality Control Platform) --- conducting communication and product knowledge training for new employees

managing a team of junior agents --- receiving and sorting incoming payments with attention --- managing the status of accounts and balances, identifying inconsistencies and issuing invoices --- updating knowledge base and procedures --- day-to-day communication with clients

responsible to effectively respond to customer requests by live chat and email through Freshdesk and Freshchat (Customer Support Software & Ticketing System) --- resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution --- keeping records of customer interactions, processing customer accounts and filing documents

responsible to effectively respond to customer requests by phone and email --- promoting relevant products --- responding to complaints and questions from customers and recording them appropriately in the system

Entrepreneurial Communication, Corporate Communication, Strategic Communication, Public Relations

Project Management, Entrepreneurship, Team Leadership, Assertive Communication