Summary
Overview
Work History
Education
Skills
Languages
Software
Work Availability
Generic

Ljiljana Lorencic

Belgrade

Summary

Proven track record in enhancing customer satisfaction and streamlining operations, notably at Pfizer SRB d.o.o. Led the upgrade to SAP from Enterprise. Achieved notable operational efficiencies, demonstrating exceptional time management and decision-making skills. Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Brings several-year background maintaining customer satisfaction and contributing to company success. Proficient in SAP and PRIME ordering system.

Overview

30
30
years of professional experience
2
2
Languages

Work History

Customer Service Coordinator

Pfizer SRB D.o.o.
02.2021 - Current
  • Successfully implemented SAP and trained warehouse staff and currently leading SAP4/HANA upgrade
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
  • Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.

Field Force Administrator

Pfizer HCP Corporation
10.2003 - 02.2014
  • Provide analytical support and database management and administrative activities
    for the business unit teams.
  • Analyses of wholesale sales activity for Pfizer and Yusafarm portfolio
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
  • Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
  • Collected, validated, and distributed information to employees.
  • Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
  • Calculatation and prepararation of quarterly targets and bonuses
  • Managment and support for all aspects of heathcare professional Salesvision
    database program including territory management, daily communication for
    import/export of records, input of new doctors/institutions, changes to existing
    records and creating reports.
  • Tracking of monthly expenses against budget

Operations Administrator

GRUBB & ELLIS|BRE Commercial, LLC
01.1999 - 06.2004
  • Process accounts receivable, accounts payable and payroll including
    billing/invoicing, collecting/paying out commissions; track expenses; and audit
    accounts.
  • Calculate and payout of Investor royalties
  • Created an efficient computerized listing system in Microsoft Access to effect
    greater control over listed properties and to monitor legal issues.
  • Calculate expense projections - operational and labor - to facilitate annual budget
    development.
  • Conduct cost analyses and purchase supplies and equipment, sourcing vendors
    to save office time and money.
  • Served as a liaison between employees and upper management, addressing concerns promptly to maintain a positive work environment.
  • Evaluated current operational practices and suggested improvement strategies.
  • Consistently met deadlines under high-pressure situations demonstrating strong multitasking abilities.

Education

Computer Programming And Operations -

Control Data Institute
Anaheim

Network Engineer Courses

New Horizons
Calfornia

Skills

  • Account Management
  • Documentation skills
  • Complaint Handling
  • Customer Focus
  • Customer-focused
  • Excellent time management skills
  • Decision-Making

Languages

English
Native or Bilingual
Serbian
Native or Bilingual

Software

Microsoft Suite

SAP

PRIME

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Ljiljana Lorencic