Project manager

CURRICULUM VITAE JELENA ANTIĆ

Personal information:

Name: Jelena Antić

Date of birth: 23. 6. 1985.

Place of residence: Prague Czech Republic

Telephone: +420*********

E-mail address: *************@*****.***

Driving license: B category

Specialties:

■ Preparing project initiation documentation

■Completion of all phases of the project for the compliance reasons

■ Estimate, plan and schedule projects

■ Creation of open positions for different competencies

■ Leading process for approval of positions

■ Organizing and hosting meetings and calls regarding hiring freeze and handling exceptional escalations cases

■ Coordination between resource deployment management and project management

■ Tracking of demands: lift and shift, IDC to IDC moves, erosions, projects/RFS

■ PMO change process – escalation board lead

■ IT Customer support representative

■ Service desk agent quality coach

■ Full professional language support (English, Russian, Serbian, Croatian, Czech)

■ Incident coordination according to ITIL processes

■ Cooperation with 3rd party outsourcers on solving customer incidents

■ Customer escalation handling

■ Past internal project management trainings (Project management orientation, Understanding of WWPMM, Project management fundamentals)

■ ITIL v3 certified

Professionally:

Company: IBM GSDC, Brno, Czech Republic

From-to:September 2013-June 2015

Positions:

Project management:

Project manager-efficiency (0.2 FTE)

■ leading SW implementation project for one customer

■ working with SCRUM teams from Brno and Poland

■ organizing meetings with technical teams and project coordinators, tracking the progress of the project,

■ reporting to service integration lead and delivery project executive (daily communication with business relationship management)

■ responsible for chasing the approval for any change directly from the customer

■ delegation and distribution of the workload and actions Transfer project manager (transition and transformation):

■ Creation of documentation for different types of projects for several customers at the same time

■ Tracking the progress of each project through regular stakeholder engagement

■ Bridge point between sending side (IMT Nordic) and receiving side (Delivery centers)

■ Cooperation with first line managers of technical teams and transition managers from project management team in order to handle documentation in the most effective way and delivered on time

■ Creation of business case, demand statement, service statement of work and accountability matrix

■ Organizing meetings and calls so that all the stakeholders have all the information so the service transition could be started and delivered as per contractual obligation

■ Making sure that all steps, checklists, evidences and statements are saved, documented and compliant as per official procedures required by the company

-Project Management Office (PMO) Coordinator

■ End to end ownership of the process for opening of new positions for the Nordic service tower

■ Usage of tools: request now (in Lotus notes), PMP (professional marketplace), excel, power point

■ Creation of different types of requests: new demands, erosions, project/RFS, lift and shift, center to center, adding administrative and additional FTEs

■ Tracking and updating of all open seats

■ Responsible for delivery of all documentation on time (business justification, financial information, changes, demand statements)

■ Stakeholder coordination to ensure all approvals are submitted in appropriate tools

■ Creating claims and weekly reports

■ Synchronization of reports from excel

■ Coordination between resource deployment management from all service centers globally and project managers from Nordics

■ Making sure that all accesses and required information is communicated to all stakeholders

■ Creation of business case, demand statements, change requests

■ Focal point for escalation process for FTE expansion during the hiring freeze

■Leading weekly escalation board call with Resourcing office

■ Managing exceptional escalation process connected to hiring tickets (resource planning of external hiring if absorption of the workload within the company was not possible due to lack of skills)

■ Created a new process to reduce end to end overhead per approval which included regular weekly updates as agenda for bi-weekly calls with resource deployment management

■Analyzed most common causes of request delays and created a set of best practices to reduce rework

■ By reducing the average time per request the team has processed 40% more requests in three months period after the implementation of the new process

From-to: August 2012 –August 2013

Position:

-Customer service representative (CSR) for IT Systems and Network support

■ Service quality coach and service desk customer subject matter expert (SME) Duties as service quality coach and SD trainer :

■ As a service quality coach I was in charge of evaluating agent-customer interaction and creating process improvement as well as coaching agents in proper communication manners

■ Reviewing tickets and coaching agents to increase service desk “first call resolution” rate

■ Updating knowledge bases with good practice solutions

■ Updating service desk processes according to ITIL standards and in line with company and customer requirements

■ Participating in IT projects, taking part in a transition of a new account

■ Distributing the workload

■ Coordinate on-boarding of service desk agent to be able to support new accounts (accesses to tools, customer environment, training on customer procedures)

■ Preparing traning for agents, organizing meetings regarding account performance review and using the results to improve processes

■ First escalation point for customer related issues

■ Regular reporting on the progress of assigned tasks directly to the first line manager

■ Close cooperation with subject matter expert and service delivery manager regarding incident analysis Duties as CSR:

■ Creation of problem/incident tickets for customer issues

■ Collection of MDS (Minimum data set) data from customers

■ First line of customer technical support

■ Coordination of reaction from appropriate higher level technical teams to fix the customer issue

■ Making sure SLA times are honored

■ Single point of contact towards the customer

■ Engagement and coordination of 3rd party companies in resolving problems and incidents

■ Use of Incident Management Systems (Maximo, ManageNow, Tivoli service desk) to create an auditable issue history

■ Customer support using tools such as Lotus Notes, Sametime, Avaya softphone.

■ Performing the on duty CSR function. Monitoring the ticket queue and making sure all tickets are assigned in time and to proper queues.

■ Creation and dispatch of change request from customers to service teams

■ Providing support in a multilingual environment (English, Russian, Serbian, Croatian) Company: Lufthansa Global Tele Sales Group, Brno, Czech Republic Position:

-Customer consultant

From-to: February 2011 – July 2012

Duties:

■ Performing all aspect of ticket sales, reservation, re-booking and cancellation with “Guide-res/Amadeus”,

"Galileo" and “Caspar” ticketing systems. Consulting with customers on any inquires related to their travel needs. Representing Lufthansa and Swiss International Airlines product and service portfolio to interested parties including individuals and travel agencies.

■ Administered and coordinated team task queue (ticket issuing, reservations, payments).

■ Preparing customer invoices and communicating with the customers in payment related tasks.

■ Involuntary flight changes - single point of contact in the team.

■ Use of "Novomind" communication system.

■ Coaching of newcomers to the team. Training in use of all tools, process implementation, knowledge transfer, monitoring work quality, mentoring.

■ Provide support for customers having issues in using Lufthansa and Swiss International Airlines online booking system (Global support in English).

■ Support for different bonus programs (Star Alliance Company Plus, Miles and more).

■ Cover markets in local languages for Serbia, Croatia, Slovenia, Montenegro, Bosnia and Herzegovina, Russia. Global coverage of other markets in English language.

■ Training in Airline-specific topics (e.g. Fare rules, application of fares) and Legal Requirements (data security, dangerous goods regulations).

■ Daily usage of relevant internal information sources. Development:

The work in GTS has helped me fully understand the Airline industry and the intimate functioning of large customer support centers in a structured environment. During my work in GTS I have worked with colleagues on providing input for starter trainings for new recruits. I am very accustomed to high workload and fast switching to new customer issues. As a service consultant you are always required to multitask but give 100% attention to the needs of the customer.

Education:

Computer skills: University course in computing, active skills in Microsoft Office (Exel, Word, PowerPoint) programs and the use of internet.

Languages: Serbian (native), Croatian (native), English (proficiency), Russian (advanced), Czech (advanced) Master studies: Serbian literature and language, University of Novi Sad, “Filozofski fakultet”, Novi Sad From-to: 2009/2010. (one year studies)

University: Univerzitet u Novom Sadu, “Filozofski fakultet”, Republika Srbija Major: Serbian literature and language (four year studies) From-to: 2004-2009.

Title: Professor of Serbian literature and language High school: Gimnazija Isidora Sekulić“, Novi Sad Major: socio-linguistic

From-to: 2000-2004.

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