Adna Miljkovic
Arlington Heights,IL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Able to take on professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Quality Assurance Specialist
DSV Air & Sea
01.2024 - Current
- Implemented process improvements to increase productivity in quality assurance operations.
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.
- Collaborated with cross-functional teams to develop robust quality assurance strategies for new products.
- Analyzed quality and performance data to support operational decision-making.
- Performed risk assessments on potential new projects, helping management make informed decisions about resource allocation and project priorities.
- Achieved timely resolution of non-conformance issues by implementing corrective action plans working closely with relevant departments.
- Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
- Recorded and organized test data for report generation and analysis.
- Conducted data review and followed standard practices to find solutions.
- Performed audits for Healthcare and ISO 9001, 45001, 14001, as well as security.
Air Export Key Account Coordinator
DSV Air & Sea
09.2021 - 12.2023
- Streamlined internal processes for timely order fulfillment and delivery, resulting in increased customer satisfaction.
- Strengthened relationships with key clients by addressing concerns and implementing customized solutions.
- Negotiated contract terms to secure favorable pricing and payment arrangements, maximizing profitability for the company.
- Promoted a culture of proactive communication within the team, leading to improved collaboration among departments involved in servicing key accounts.
- Increased revenue growth by identifying upselling opportunities and presenting relevant product offerings to clients.
- Managed account documentation, ensuring accurate record-keeping and compliance with company policies.
- Conducted regular reviews of account KPIs to identify areas for improvement and implement corrective action plans as needed.
- Managed client expectations by setting clear goals and milestones, ensuring that deliverables were met on time and within budget.
- Monitored account performance metrics to proactively address potential issues and ensure client retention.
- Implemented process improvements that led to reduced response times for client inquiries or concerns.
- Resolved invoicing discrepancies through careful analysis of purchase orders, contracts, and billing records, ensuring accurate financial reporting for all parties involved.
- Built and maintained strong client relationships to drive business growth.
- Additional to tasks performed in Gateway department, current role includes but not limited to, managing shipments for complex, global key accounts generating millions in annual revenue.
- Working closely with Account Manager on implementing processes, optimizing profitability.
- Participating in MBR’s/QBR’s and speaking on challenges from operational standpoint when needed.
- Responsible for understanding their clients’ needs, objectives, and challenges. They work closely with clients to ensure their satisfaction and success.
- Developing and implementing strategic account plans is essential and must align the strategies with both the client’s and their company’s goals.
- Understanding of market trends, competitors, and industry-specific regulations in order to meet the clients goals.
- Regularly reporting on the status of key accounts, including progress toward goals, challenges, and opportunities, is part of the role.
- Auto-rating price sheets on monthly, quarterly or yearly basis in CW1.
Air Export Gateway Coordinator
DSV Air & Sea
06.2019 - 09.2021
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Oversaw scheduling tasks efficiently, ensuring optimal staff coverage during peak times without sacrificing quality of service delivery or exceeding budget constraints.
- Working as an internal consolidate of cargo in the busiest freight airport in the US, involved in exporting over 2 million kgs of airfreight on a monthly basis
- Coordinated all aspects of the arrival (including, but not limited to, billing, checking cargo for damages & communicating handling instructions to 100+ person DSV owned warehouse operation & outside contractors)
- Proven the ability to work with demanding deadlines from colleagues, customers, trucking companies & airlines
- Demonstrated the aptitude of work independently as well as part of a team
- Solid knowledge of domestic and international geography including countries, major cities
- Proven the ability to establish priorities and accomplish multiple tasks, all while being organized
- Assisted in maintaining a strong forwarding-based clientele ensuring market position/recognition while staying within the budgetary guidelines and policies of the individual clients serviced
Key Account Manager & Ocean Freight Gateway
DSV Air & Sea
08.2017 - 05.2019
- Built and maintained strong client relationships to drive business growth.
- Strengthened client relationships through regular communication and effective problemsolving.
- Created sales forecasts to target daily, monthly and yearly objectives.
- Delivered exceptional customer service by resolving client concerns quickly and efficiently.
- Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.
- Coordinated with internal teams to ensure timely delivery of products and services, meeting client expectations.
- Developed and delivered presentations to key customers to position products and services.
- Negotiated contract renewals with existing clients, securing long-term commitment and fostering ongoing collaboration.
- Established strong rapport with clients by consistently exceeding their expectations in quality and service delivery.
- Working as key operational & commercial contact for 1 global client with dealings in the US, South America, Africa, middle east & Asia with communications head quarter in Europe.
- Maintained and grew customer relationships while increasing overall revenue for the company
- Provided customers with excellent service by providing competitive rates while ensuring all requirements are met both within and outside of normal working hours
- Kept open communication so customers can trust that they have a reliable support team, face to face KPI meetings via video chat on a regular basis
- Exceeded customer expectations by providing solutions to out of the norm requests while working with agents & colleagues in multiple time zones and continents simultaneously.
- Built and grew supplier & vendor relationships by providing steady business when available and treating them with respect
- Qualified and actively prospected for new customers
- Shifted responsibilities between operational and sales demands
- Responsible for planning container loadings & builds based on cargo volume, cargo weight & customer requirements.
- Gathered, logged and monitored all shipping data, to optimize both internal and external quality KPI’s.
- Communicated with the necessary operators/colleagues, own as well as third party warehouse and shipping lines directly
- Prepared necessary compliance & customs documents for shipping of the export cargo as a consolidation to various regions of the world.
- Prioritized accuracy and on time haulage/trucking to meet container loadings and cargo delivery deadlines
Commercial Analyst
DSV Air & Sea
11.2016 - 08.2017
- Performed other duties to support goals and objectives of relationship management teams.
- Researched industry-specific information from outside sources.
- Structured and presented business cases for credit recommendation.
- Built and maintained relationships with associates, customers and vendors.
- Leveraged advanced analytical tools to identify areas of operational inefficiency and recommend targeted improvements.
- Collaborated with cross-functional teams, ensuring alignment on key business objectives and targets.
- Developed comprehensive budgets and financial reports, providing valuable insights for management decision-making processes.
- Spearheaded various ad-hoc projects as required, demonstrating flexibility and adaptability to changing business needs.
- Evaluated potential investments to ensure alignment with corporate strategy and return on investment expectations.
- Optimized pricing strategies to maximize profitability while maintaining a competitive edge in the market.
- Implemented effective monitoring systems, tracking KPIs for continuous performance improvement across the organization.
- Assisted in preparation of presentations, data tables and other documents for investor meetings.
- Developed financial projections and forecasts to guide investment decisions.
- Conducted due diligence on potential investments and presented findings to investors.
- Analyzed contracts to ensure contract and invoicing are in compliance with appropriate guidelines and regulations
- Identified any issues that may affect billing and determined the proper course of action.
- Followed up with internal and external personnel & vendors regarding outstanding issues.
- Completed monthly internal budget & customer KPI reports
- Invoicing client directly – provided all documents in seamless & timely communication
- Prioritizing and managing multiple tasks at once to ensure the company meets deadlines
- Personally designing new & effective invoicing methods / formats to ensure invoicing error % is far less than 1% KPI.
Billing Coordinator
DSV Air & Sea
12.2014 - 11.2016
- Answered telephone and in person inquiries with friendly demeanor and full knowledge of billing department processes.
- Completed appeals of denied claims on patient bills.
- Developed customized billing reports for internal stakeholders, supporting informed decision-making processes.
- Established clear communication channels between departments to promote seamless coordination in all aspects of the billing process.
- Monitored accounts receivable aging reports, identifying trends and proactively addressing potential collection issues.
- Coordinated with clients to resolve outstanding balances, resulting in a higher percentage of on-time payments.
- Optimized billing processes by implementing efficient invoicing and payment tracking systems.
- Reduced billing errors through consistent review and reconciliation of account discrepancies.
- Assisted in the preparation of annual budgets by providing detailed analysis of historical revenue data and projecting future trends.
- Maintained strict confidentiality when handling sensitive client information, adhering to HIPAA or other privacy guidelines as required in specific industries.
- Developed strong working relationships with key stakeholders, fostering a collaborative environment conducive to effective problemsolving.
- Streamlined workflow for faster invoice processing, improving overall efficiency in the department.
- Facilitated smooth transitions during organizational changes by effectively training new team members on billing procedures and best practices.
- Organized accounts for financial audits and supported audit process.
- Identified any issues that may affect billing and determined the proper course of action
- Reviewing, auditing & approving invoices sent by carriers
- Managed the implementation of new billing software, contributing to more accurate financial reporting and data management.
- Ensuring little to none errors on invoices and designing new and effective billing formats
- Was the main point of contact for any customer to solve any concerns or issues regarding invoices & maintaining customer relationship
- Pulling reports to identify trends any review data for profit optimization as well as the monthly budget closings.
Education
Associate of Arts -
Oakton Community College
Des Plaines, IL05.2015
Skills
- Detail Oriented
- Analytical Thinking
- Problem-solving skills
- Customer Service
- Team Collaboration
- Decision-Making
- Quality Management Systems
- Team Leadership
- Risk Management
Certification
- Certified in HealthcareQMS
- Certified as an auditor for ISO 9001, 45001 & 14001.
- Certified CPR/AED & First Aid
- Certified in Dangerous Goods handling
Languages
English
Native or Bilingual
Croatian
Native or Bilingual
Timeline
Quality Assurance Specialist
DSV Air & Sea
01.2024 - Current
Air Export Key Account Coordinator
DSV Air & Sea
09.2021 - 12.2023
Air Export Gateway Coordinator
DSV Air & Sea
06.2019 - 09.2021
Key Account Manager & Ocean Freight Gateway
DSV Air & Sea
08.2017 - 05.2019
Commercial Analyst
DSV Air & Sea
11.2016 - 08.2017
Billing Coordinator
DSV Air & Sea
12.2014 - 11.2016
Associate of Arts -
Oakton Community College