Open to opportunities

Jovana Stanojevic

@jovanastanojevic

Message

Help desk representative focused on customer support, timely resolutions, and process improvement.

Serbia

Message

What I'm looking for

I seek a customer-focused support role where I can resolve technical issues, improve processes, and grow into leadership while delivering excellent service.

I am a help desk professional with hands-on experience supporting clients, field engineers and partners at NCR and TRIZMA, resolving incoming calls, emails and ticket requests.

I focus on understanding customer needs, providing timely remote resolutions, monitoring ticket queues and dispatching to appropriate teams to ensure problems are closed efficiently.

My background includes technical support, call center management and customer-facing roles in hospitality and retail, where I developed strong communication and problem-solving skills.

I am passionate about improving service quality and processes, contributing to positive customer experiences, and supporting organizational goals.

Experience

Work history, roles, and key accomplishments

Current

Help Desk Representative

Current

NCR d.o.o.

Aug 2022 - Present (3 years 1 month)

Provide phone, email and ticket support to clients, customer engineers and partners; monitor queues and remotely resolve or dispatch issues to appropriate teams to maintain SLA adherence.

Technical Support Ticketing Systems Customer Service Email Support Phone Support

Help Desk Representative

Trizma D.O.O.

Mar 2022 - Aug 2022 (5 months)

Answered incoming calls, emails and tickets from clients and field engineers; monitored notification and ticket queues and resolved or dispatched issues to appropriate teams.

Technical Support Ticketing Systems Phone Support Email Support

Receptionist

Orbis Design Hotel & Spa

Jul 2021 - Oct 2021 (3 months)

Allocated rooms, handled guest check-in/out, managed bookings and payments, maintained occupancy records and provided guest information and service support.

Guest Service Booking Confirmations Check Out Records Management

Online English Teacher

Native Camp

Sep 2020 - Jul 2021 (10 months)

Prepared and conducted English lessons for students in Japan and the Philippines across age groups using predetermined teaching materials to improve language skills.

Online Teaching Lesson planning Classroom Management Communication

Technical Support Specialist

KapitalRS

Jan 2019 - Oct 2019 (9 months)

Provided technical support and client education for trading platform users, created demo and live accounts, monitored trading-related news and assisted with payments and account issues.

Technical Support Monitoring Phone Support Email Support

Shop Assistant

Win Win

May 2018 - Jan 2019 (8 months)

Greeted and assisted customers with purchases, returns and locating items, completed sales transactions and promoted products to meet store sales objectives.

Retail Sales Customer Service Point of Sale Merchandising Returns Processing Upselling

Call Center Manager

Hyla Group

Feb 2017 - Feb 2018 (1 year)

Monitored call center performance, analyzed trends to recommend improvements, managed hiring/training and motivated staff to improve customer service metrics.

Performance Analysis Team Leadership Hiring Coaching Process Improvement

Education

Degrees, certifications, and relevant coursework

High school (Economic technician)

High school degree, Economics and Trade / Hospitality

Activities and societies: Member of supervisory board UNSS; PR of Paracin Student Organization; participant in 'Strengthening media literacy' project.

Completed high school education as an Economic Technician with coursework and practical experience in hotel reception and hospitality tasks.