Dejan Krstic

MS SQL development for automotive industry benchmarking: - Implementation of specific customer solutions - Complex analytic queries on large data sets - Stored procedures, triggers and functions - Ad-hoc reports - Generate Extract-Transform-Load code - Automation jobs - Debugging - Business intelligence

- Contact center project manager - Setting and meeting performance targets - Quality monitoring - Coordinating staff recruitment - Recording statistics - Organising staff shift patterns - Maintaining up-to-date knowledge of industry developments - Forecasting and analyzing data - Developing reporting (sql, php) and alerting (email, sms) software - Developing integration with CRM databases

- SQL development and administration - Analyzing business requirements - Data mining (T-SQL, SAS) - CRM campaigns creation, management and reporting - General CRM system administration and maintenance - Supporting bussiness users - ETL jobs maintenance - Contact centre project - VBA development

- Analyzing business requirements - Data mining (T-SQL, SAS) - Reporting on internal web (C#, .NET) - CRM campaigns creation - Custom application for administering affluent clients - Application for monitoring deposits on a daily basis and presenting historical data (C#, .NET) - Application for monitoring sales results for CRM campaigns (C#, .NET) - Application for calculating loan amortization plans and term deposit plans (C#, .NET) - SQL stored procedures, views and other functions (T-SQL) - ETL

Analysis of existing technical situation, business processes and procedures within contact center department Avaya Interaction Centre and voice recording software (NICE) Organizing contact center working shifts Interactive Voice Responder MS Share Point Portal development ETL procedures (T-SQL, SAS DI Studio) Created applications - calculating productivity, up-selling and cross selling of contact centre's inbound and outbound team - analysing daily/weekly/monthly data

Technical support and software development in contact center Workforce management Analysis of existing technical situation, business processes and procedures within contact center department and making plans for changes and improvements Created applications - customer care department knowledge base website - contact center weekly workshift plan and management - car park management - customer care training department knowledge base - customer retention - customer call log analysis

1st level customer care support Handling customer requests Providing general information about products and services Cross selling through incoming calls Resolving technical issues (GPRS, MMS, E-Mail, etc.) Billing related questions and requests