Operations Analyst – Salon and Spa Ultimate / USA Market, Belgrade, Oct 2017 - Present

• Identifies project requirements by interviewing customers; analyzing operations; determining project scope; documenting results; preparing customer contracts.

• Creates customers, sites, and billing accounts in Salesforce.

• Responsible for AR/AP.

• Develops project estimates by identifying phases and elements, personnel requirements, and costs. 

• Responsible for updates of invoice delivery preferences and sets up invoice auto-draft payment details in QuickBooks and Bill.com

• Collaborate with sales and operations teams to help find ways to create cost-effective business processes that will attract new customers.

• Provides reference for customers by writing documentation; providing support and help.

• Maintains systems by researching and resolving problems; maintaining system integrity and security. 

• Maintains quality service by establishing and enforcing organization standards.

• Prepares reports by collecting, analyzing, and summarizing information.

• Work with executive management to review job responsibilities and alter employee and departmental tasks based on company needs 

• Deliver a monthly report to management on industry trends and how to maximize those trends by altering company procedures. 

• Analyze data of in-place procedures to find ways to improve operations.

• Apply statistical analysis, simulations, and predictive modeling to analyze current procedures.

• Implement tests processes, policies, and protocols 

• Research market and industry trends and patterns 

• Perform operations analysis for all technologies and projects.

• Prepare detailed reports of workflow research and improvements.

• Prepares customers to use system by conducting training.

• Create set company standards and reporting structures.

• Conduct investigative internal audits and create reports of findings.

Technical Support – Salon and Spa Ultimate / USA Market, Belgrade, Apr 2017 - Oct 2017

• Responsible for ensuring the customer's understand of Salon and Spa Ultimate application which is Cloud based platform.

• Supporting POS system - Full installations and deployment of Microsoft SQL 2008 and extracting customers Data Base from the Cloud.

• Remotely deliver solutions for Salon and Spa application, responding via Live Chat and Pan Terra phone system to customers.

• Verify resolution of a customer's issue that has not been escalated.

• Record information into the JIRA (ticketing system for Developers) and Desk (Sales Force).

• Establishing issues in various Reports that have been used for Employees, Payroll, Detailed Tally Sheet, Balance records, etc.

IT Support Help Desk - supporting Sainsbury’s/Walgreens Boots Alliance, UK Hardware and Software support team – NCR corp. D.O.O., Oct 2014 - Apr 2017

• Responsible for ensuring the customer's entitlement of services 

• Remotely deliver solutions, dispatch service personnel, and when appropriate verify resolution of a customer's issue that has not been escalated 

• High level knowledge of PC hardware equipment and utilization (printers, scanners, modems, network cards), SCO, Tills and Operational systems (Software), and computer programmes as Business Applications, SAP, Java, Microsoft Lync, Cisco Anyconnect, Microsoft Office, etc. 

• Work directly with the customer to understand the problem, and /or escalate problem to the next level 

• Provide technical phone support on Retail products, systems and various software products 

• Provide accurate and creative solutions to user problems of moderate nature to maximize product or system availability 

• Escalate both internally and externally when required according to the defined escalation paths 

• Use tools to remotely access customer equipment to diagnose and resolve customer issues 

• Follow solutions outlined in the knowledge database 

• Verify the resolution of the problem with the customer 

• Record information into the HDS (Help Desk Solution) system 

• Exceptional customer care 

Project Coordinator, Market Research, Copy-Writer – The Apprentice Academy, Manchester, 2013

• Reviewed B2B & B2C Web content, social media and “Refer a friend” strategies, suggested and implemented agreed improvements for overall company marketing strategy 

• Market research of the sector and competition 

• Acted as a mentor for and trained new apprentices

Marketing & Admissions and Marketing Administrator - London School of Commerce, Belgrade, Sep 2012 - Jun 2013

• Preparing, planning and project managing the publication of all publicity materials to maximise LSC brand promotion 

• Creating marketing campaigns and working with the company's external PR agency to bring successful campaign execution 

• Managing social networks and student networking 

• Providing information about BA, MBA full time and MBA part time programme to prospective students 

• Creating and developing new innovative ways to communicate the Company (University) message to their existing and future students 

• Contributing to the annual sales and marketing plan 

• Planning and project managing marketing events and evaluating their success 

• Evaluating the effectiveness of all marketing activity 

• Developing and implementing an internal marketing programme 

• Supporting the marketing manager in day to day marketing activities 

• Planning, developing and delivering campaigns as agreed within timescales 

• Maintaining and developing relationships with existing students and finding new students in person and via telephone calls and emails 

• Cold calling to arrange meetings with potential students to prospect for new admissions 

• Gathering market research and student information

CEO Assistant and PR Assistant- P.R.A. agencija d.o.o. / P.R.Agency Ltd, Belgrade, 2012

• Managed external and internal communication on CEO’s behalf 

• Analysed and presented data to enable informed decision making by CEO 

• Developed quick understanding of the business environment, organisation and ways of working 

• Established a rapport with key people in the organisation and consultants to the company 

• Gained an understanding of growth targets for the company and developed and implemented initiatives to meet these goals 

• Monitored and reported progress on initiatives, highlighted risks and opportunities to CEO 

• Assisted CEO in conducting monthly, quarterly, & annual reviews 

• Participated in hugely successful campaigns, “EU Info Centre” and “Gender equality”