Natasa Sujica

• Leading and contributing to the deployment of new processes, systems, and related infrastructure; providing support to personnel who directly support customers • Collaborating with operational teams and other support organizations to deploy process and/or infrastructure changes when needed • Analyzing, designing, and developing well-defined methods and procedures for service-related activities • Providing support to operational personnel, monitoring process performance, driving standardization, and managing changes; • Responsible for the analysis, design, and development of well-defined methods, procedures, and programs for service-related activities • Determining ways to simplify or eliminate redundant or unnecessary steps or activities resulting in further efficiencies in cost and speed • Working with stakeholders (internal/external) to set priorities and manage activities

• Creating and delivering root cause analysis communications in response to client requests, working closely with Walmart upper management • Maintain SLA standards; including follow up timeline • Sought out by client-facing teams as an expert in managing difficult/complex client situations, and trending client issues to ensure timely recognition and resolution • Developing and maintaining strong partnerships throughout the organization to influence the resolution of critical issues • Answering inbound communications via email and phone from customers, suppliers and partners • Working with other teams to negotiate reasonable outcomes for customers • Engaging in and / or driving cross-functional teams to deliver results • Providing feedback on potential issues and follow up processes • Delivering individual instruction and training covering a range of technical and operational areas

• Manage large amounts of inbound and outbound calls in a timely manner • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives • Responding to customer issues and providing resolution • Coordinating and executing work assignments; providing advice, feedback, and support to ensure timelines and work quality are achieved • Build sustainable relationships and engage customers by taking the extra mile • Keep records of all conversations in the call center database in a comprehensible way

• Planning, preparing and delivering lessons to students • Providing a variety of materials and resources for children to explore, manipulate and use, both in learning activities and in imaginative play • Organizing and leading activities designed to promote physical, mental and social development, such as games, crafts, music and storytelling • Meet with parents and guardians to discuss their children’s progress and suggest ways to promote learning and development

• Mediation between speech and language therapist, autistic children and their parents • Engaging and motivating autistic children with stimulating activities • Mediation between speech and language therapist and patients with Multiple sclerosis and their family members • Verbal presentation of speech and language therapist’s daily reports to the parents or family members • Work with patients of different nationalities and cultures

• Organizing, conducting, controlling and reporting on all marketing activities related to the promotion on the sales and other promotional event • Planning and organizing promotional activities and events with all the relevant materials • Organization and branding conduction on promotional events • Analysis and reporting to Brand Manager and Marketing Director

• Independent work on the preparation of the program, the selection of topics and finding the appropriate interlocutor • Tone processing in SoundForge • Work on the program coupled with hosts, as well as with celebrities • Writing news for the web and independent selection of topics • Writing in WordPress

• Watching games live and writing a report • Writing articles and news, individually or in concert with the editor • Writing reports from press conferences • Interviews with interlocutors