Zorica Spasova

Increase customer ARPU by identifying cross / upsell activities across all the 4Ps, decrease revenue dilution and be accountable for base revenue uplift. Identify new opportunities to drive base revenue value and drive recommendations through to implementation Cooperate with key stakeholders to find the best way of increasing customer value via base campaigns. Perform customer behaviour analysis and create, execute and monitor marketing campaigns for retention, churn and cross sell

Task management: delegating, tracking and reporting tasks for customer complaints Performance management: creating and sustaining improved performance in employees, leading to an increase in the effectiveness of the team TNPS process: responsible for process of contacting detractors customers and make an effort to turn in to company promotors SOX control: responsible for adequate internal control structure for financial records (invoice corrections) of the Complaints team

Handling complaints about mobile and fixed telephony, broadband and digital TV services Solving the problem or getting the issue fixed and informing the customer regarding the problem Determining problems or issues in queries and complaints handling nature and proposing solutions for enhancements Check to ensure that appropriate changes were made to solve customers' problems Meetings with customers who were not satisfied with resolution of complaint

Present and sell company products and services to current and potential clients Prepare presentations, proposals and sales contracts Develop and maintain sales services and products and current product knowledge Establish and maintain current client and potential client relationships Identifies opportunities, qualifies customer needs and close sales opportunities.