Maja Milesic
Summary
Dynamic Project Analyst with a proven track record at American Express, excelling in project management and business process improvement. Skilled in developing comprehensive project plans and enhancing team performance through effective communication. Achieved on-time project completion by implementing strategic adjustments, ensuring successful outcomes and stakeholder satisfaction.
Overview
16
16
years of professional experience
Work History
Project Analyst
American Express
Salt Lake City, UT
07.2022 - Current
- Assist in the development of comprehensive project plans, setting realistic timelines and milestones.
- Contribute to successful project outcomes by providing accurate forecasts and risk assessments.
- Determine root cause of problems and issues to implement courses of action required to implement solutions.
- Ensured on-time project completion by closely monitoring progress and adjusting schedules as needed.
- Monitor ongoing projects for adherence to prescribed timelines, suggesting operational changes where needed.
Outsourced Program Administrator
American Express
Salt Lake City, UT
02.2017 - 05.2022
- Developed and maintained a comprehensive database of program participants, helping to track progress and ensure appropriate follow-up actions were taken as needed.
- Maintained accurate records of program activities, using data-driven analyses to inform future planning and decision making.
- Provided exceptional customer service by addressing inquiries from stakeholders promptly and professionally.
- Streamlined program processes by implementing efficient administrative procedures, resulting in improved workflow and resource allocation.
Customer Care Professional
American Express
Salt Lake City, UT
04.2012 - 02.2017
- Streamlined company processes for better efficiency, managing high call volume while maintaining exceptional service.
- Provided excellent support to customers, troubleshooting technical issues and guiding them through resolution steps.
- Enhanced customer satisfaction by addressing and resolving customer inquiries and complaints in a timely manner.
- Assisted in training new hires by offering guidance on company policies, procedures, and best practices for handling common customer concerns.
- Increased first-call resolution rates by effectively navigating internal systems to find quick solutions for customers.
New Hire Training Specialist
Discover Financial Services
Salt Lake City, UT
03.2009 - 04.2012
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Coached employees on various topics including conflict resolution, goal setting, and career planning to foster individual growth within the company.
- Developed training handbooks, computer tutorials and reference materials.
Education
Associate of Arts - Business Management
University of Utah
Salt Lake City, UT05-2002
Skills
- Project management
- Project analysis
- Scope definition
- Project roadmap design
- Business process improvement
- Project scheduling
- Project goal assessment
- Issue tracking
Timeline
Project Analyst
American Express
07.2022 - Current
Outsourced Program Administrator
American Express
02.2017 - 05.2022
Customer Care Professional
American Express
04.2012 - 02.2017
New Hire Training Specialist
Discover Financial Services
03.2009 - 04.2012
Associate of Arts - Business Management
University of Utah