Biljana Ristic Trichkovska

As part of the Marketing Division in the Quality Assurance Department I am responsible for customer satisfaction surveys, coordinating and defining the questionnaires in collaboration with retail and corporate divisions; gathering data and conducting reports, PPTs with conclusions that contribute to Quality Department strategy. I take care of the quality of services that the Bank provides to its customers (managing complains/acclaims) and makes sure they are in line with the Customer Protection Regulations as well conducting monthly visits to branches where I make assessment whether they are in line with the Group Brand Book and evaluate the customer experience on the spot; communicating with research companies, NBRM representatives and other related collaborators.

Providing daily support to the members of the Management Board. Organizing events, guests’ visits, meetings with government delegations and other officials according to protocol. Making travel arrangements. Administrative activities. Managing the Corporate communications of the Bank (PR, internal and external communication, Public Affairs and related marketing activities), giving logistic, organizational and administrative support of all B-1 Directors.

Arranging meetings online and offline. Managing CEO's calendar. Contacting clients for various purposes: meetings, providing information ect. Contacting institutions on behalf of the CEO and for other company needs. Preparing reports and power point presentations for Management and general meetings. Organizing various kinds of events. Preparing PR announcements in coordination with the Marketing department. Working symultaniously as a Customer Service Manager which involves managing Neptun’s Customer Service team as well as participaticipating in the recruitment process of new team members. Other daily activities encompass monitoring calls performance, drafting e-mail response templates and tracking correspondences with clients, processing of web orders, arranging the shift schedule, writing the procedures for the Contact Center. For 6 months I stepped-in as a supstitute Supply Manager, making sure that the company had the best market price for supplies by evaluating the offers, negotiating with clients and signing contracts. I was taking care of all scheduled reocurring administrative activities such as registration of company vehicles, maintenance of POS terminals, assuring renewal of necessary contracts ect.

Workred on several marketing campaigns and gave creative solutions for their needs. Included in making the entire marketing strategy for placing Sutas products at the leading possition on the market; writing the whole concept of the campaign as well as writing a creative storyboard for making their commercial and giving ideas about BTL promotions. Archiving Pampers birth cards which are given along with promotional materials (diapers, wet wipes and a newbornbaby guide) to the mothers of the newborn babies in every hospital around our contry - kind of promotion of Procter&Gamble product marketing programe. Also was a project lider of the marketing - educational project of Procter&Gamble which is educating young (10 years old) girls in every school in our country about menstrual cycle and puberty. Supervisior at BTL promotions. As an Account I executed the BTL campaign of my client VaVa.

Providing 24/7 customer support; connecting the company to its customers; giving information about the products and services of the company and answering customers’ questions. Cross-selling and upselling of the company’s products and services, responding to customers e-mails, archiving documents, exchanging information with the billing and collection department, as well as making collection calls. Exibiting diplomatic skills, such as tact and patience essesntial in dealings with dificult customers, we must handle and resolve complaints within the guidelines of the company’s policy. I was engaged in other activities as well, such as: printing detailed bills, following comments on internet forums related to the company and the Macedonian telecommunications sector in general, initiating internet chats via Active Reception with customers. My working performance won me a nomination as maven in customer service under the proposition of my manager.

Continuous content update and maintenance involving active research and translation from Macedonian into English and vice versa; Image editing and optimization for web site publishing

Presenting the new products and brands of various companies throughout the country. This involves direct communication with customers in supermarkets, cafés, clubs etc.

Providing guests with information regarding the products of the company “Comap” that deals with floor heating instalations.

Kindergarden English teacher in the “Orce Nikolov” and “Prolet” kindergardens.