Julija Kuzmanovic

▪ Managing challenging client situations and reporting to the external and internal stakeholders regarding impacting (escalated) issues.

▪ Creating and delivering root cause analysis in response to client requests.

In the role of an Incident Management Specialist, I actively engage with customers to provide expert support during critical incidents.

By closely collaborating with both internal teams and external clients, I swiftly address and manage escalations, ensuring that issues are effectively resolved within established timeframes.

My responsibilities encompass not only the technical aspects of incident resolution but also the ability to communicate complex information clearly and concisely to stakeholders.

This role requires a balance of technical proficiency, strong interpersonal skills, and a resultsoriented mindset to maintain high levels of customer satisfaction while navigating challenging situations.

As a L1engaged to provide support to NCR's Clients, Customer Engineers and partners;

Support will include problem identification, analysis, diagnosis and resolution;

Presents and gains agreement for problem isolation, solution creation and implementation plans Answer incoming phone calls, emails or tickets from clients and field engineers;

Monitor the notification and ticket queue screens ; Remotely resolve tickets with a remote resolution opportunity;

Dispatch to the appropriate teams for resolution • Manages incidents to assure contractual SLA's are met.

Utilize Knowledge Systems provided by NCR and other vendors as appropriate to identify solutions to known problems;

Responsible for ensuring that solutions provided are successful

When no known solution can be identified, responsible for the escalation of issues to other support centers where deeper level skilled personnel are available;

Position retains ownership of all escalated problems/issues through to resolution and is responsible for ensuring that NCR Management is informed if resolution to a problem will take longer than contractual

Work to anticipate internal and external client needs and commitment to customer satisfaction;

Monitoring and reacting to events for all customers support 7/24 operations that include weekend

From 2019 worked on multiple full time and part-time positions:

1. At the beginning started of at Zara Apparel, where I was in charge of inventory, sales and communicating with clients. Stayed until Black Friday, achieving optimal results in sales and workflow.

2. Next steps were Springfield and Woman's Secret, where I was also in charge of the entire sales process. By using different sales approaches and efficiently communicating with customer, I was able to achieve targets and get good results.

3. For a short while worked at Royal Courier Services as an Office Associate. My tasks were to successfully handle delivery information and work on that same data inside the system. Dealing with Microsoft Office, especially Excel, was a standard part of my various daily duties