Customer Service Management

C urriculum Vitae

P ersonal data

P ersonal data

Surname Skracic

Name Ana

Surname

Address Jacob Krusestraat 92

Name

Postcode and place 1106 ZL Amsterdam

Address number

Telephone 003********** / 003********** / 003**********

Postcode and place

E-mail ***********@*******.***

Telephone number

Birth date 17 April 1985

E-ationality

Nmail Croatian

Date of birt

P rofile To grow and build a career in a pleasant working environment with good training and

development opportunities, constantly conductive to learning

Areas of focus Business Development; Business Analysis and Consulting; Marketing; Sales Management;

Customer Service; Business Process Management; Product Management; Quality Assurance;

Process Engineer; R&D

E ducation

MSc International Management nder Roehampton University curriculum, London

f Applied Sciences, Eindhoven, u of Information Systems, Fontys University of Applied

2010 - 2012

Scompleted)

( ciences, Eindhoven, under Roehampton University curriculum, London (completed)

Main courses Project Management; International Management; International Marketing; E-business and

Commerce; International Business Environment; Research Methods and Skills; Information

System Organization and Management

BSc Industrial Engineering and Management, Faculty of Mechanical Engineering, University

2003 – 2008

St. “Cyril and Methodius” Skopje, Macedonia

Main courses Automation of Production; Machine Elements; Production Systems; Quality Management…

R elevant working and i nternship e xperience

Relevant2012 – April 2013 and internship

October working experience

Regardz-Hospitality meeting centres; Amsterdam (www.regardz.nl)

Company

Employee in Hospitality

Function

Hosting companies clients, room arrangement, facilities arrangement, interaction

Responsibility

October 2011 – January 2012

Company DAF Trucks N.V. ; Eindhoven (www.daftrucks.com)

Trainee CRM (Internship)

Function

Thesis research report “The impact of Customer Relationship management (CRM) on

Main activity

business-to-business relations in engineering companies”

Responsibilities - Determine CRM strategy and CRM strategic frameworks, CRM components

- Identify CRM success factors and CRM objectives and benefits

- Assessment of CRM implementation in the truck manufacturing sector in the Netherlands

- Future indications to implement CRM and roll it out to other business areas and markets

across the company and the continent

June 2007 – September 2008

Company MELIN; Ohrid, Macedonia (www.melin.com.mk)

Function Promotional and Sales Assistant

Responsibility - Listen to the customers’ needs related to the prices, promotions, styles, and

availability of stainless steel fences and assembling stairs, explain and give

details based on customer’s needs

- Notifying customers experience and their satisfaction after the purchasing

period, looking for potential customers, reporting

- Product promotion and sales on a fair

S econdary activities

2005 – 2008 Diverse activities during the studies: member of the organisation for European

Students of Industrial Engineering (ESTIEM), organising open days for potential

mechanical engineering students, promoting university logo, helping professors

for university events.

O ther skill

Languages Macedonian/Croatian native

Serbian fluent

English fluent

Dutch intermediate in speaking and listening

Computer Skills MS Word; MS Excel; MS PowerPoint; MS Project; MS Visio; AutoCAD

Interests and Activities Travelling, swimming, aerobics, zumba, classical dances, cooking

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