Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
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
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
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
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, UT
05-2002

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

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