Curriculum vitae

PERSONAL INFORMATION Andrijana uki

Antifaistike Borbe 65, 11070 Belgrade (Serbia)
+381603325523
andrijanadjukic23@gmail.com

Sex Female | Date of birth 27/02/1989 | Nationality Serbian

WORK EXPERIENCE

Mar 2015Jun 2016 Team Leader and Sales

Avon d.o.o., Lazarevac (Serbia)
-Selling and promotion of various products; social-networking; marketing; administration
-Managing and leading group of women

May 2015Jul 2015 Retail Sales Finance Agent

Raiffeisen a.d, Lazarevac (Serbia)
-Working with customers in retail stores and offering various goods in the stores by giving payment
option to apply for credit in Raiffeisen bank; marketing; administration

Jul 2015Apr 2017 Field Service Coordinator and Logistics

NCR, Belgrade (Serbia)
-Supporting the activities of the Customer Engineers (CEs) within territories;
-Plan, prioritize, assign, and monitor all open service requests for CE's, ensuring the prompt delivery of
service to meet the contractual terms and conditions;
-Responsible for identifying and escalating to the correct person, any situation that will cause a work
order to exceed the specific contractual response or fix time;
-Gathering problem information and recording data in desktop tools, working in Oracle, Remedy and
other programs.
-Working with other Service Coordinators, team of about 50 people, when the movement of engineers
across territory boundaries is necessary to fill any skill or resource shortfall, etc.
-Maintaining effective and timely communication with engineers, obtaining regular progress updates
for outstanding service requests, and handling all messages that are required to be transmitted to
CE's within the territory.
-Logistics call resolution; source & arrange shipment of spare parts required for service calls, fast
response, good communication and determination to find solutions for our customers.
-Creating daily reports via excel; Managing customer escalations with the field and team.
-Inventory levels; managing stock level plans and fulfilment to obtain required service level results.

Apr 2017Present Technical Customer support specialist Tier 2

Mera, Belgrade (Serbia)
- Technical software, hardware and network problem solving
- Assisting in all aspects of customer support
- Performing specialised question/problem diagnosis and guiding clients through step-by step
solutions
- Technical support, account management
- Handled a high volume of client support requests
- Providing technical support and finding solutions via phone and email

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 - Responding and diagnosing incidents/problems through discussions with users
- Working directly with the Engineering team to identify and resolve potential system-wide QA issues
- Contacting customers in response to inquiries, complaints or issues and provide a status update and
planned resolution
- Support incident management process through which incidents and resolutions are controlled and
resolved
- Prioritising assigned incident tickets

EDUCATION AND TRAINING

20082010 English language and literature

Faculty of Philology and Arts, Kragujevac (Serbia)

2004 2008 Economics technician

Middle school of Economy, Lazarevac (Serbia)

PERSONAL SKILLS

Mother tongue(s) Serbian

Other language(s) UNDERSTANDING SPEAKING WRITING

Listening Reading Spoken interaction Spoken production

English C2 C2 C2 C2 C2
Spanish A1 A1 A1 A1 A1
Levels: A1 and A2: Basic user - B1 and B2: Independent user - C1 and C2: Proficient user
Common European Framework of Reference for Languages

Communication skills Great communication skills gained through my experience in NCR as well as technical customer
support specialist.

Job-related skills - Customer oriented

- Always have a positive attitude
- Excellent multitasking skill
- Team player
- Fast learner who flourishes in dynamic environment
- Amicable and open-minded
- Problem solver

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