Marija Lazarek Stošić

• Support business-critical internal applications at Frankfurt School of Finance and Management while ensuring service continuity and effective issue resolution

• Own incidents end-to-end, coordinating with technical teams and stakeholders until closure

• Build reporting structures, KPI visibility, and quality measurement approaches for support operations

• Create SOPs, knowledge base document

Managed purchasing of production materials including surface treatments, tubes, and deep-drawn parts within a high-volume international manufacturing environment.

• Executed end-to-end procurement activities in SAP ERP, including purchase orders, scheduling agreements, demand monitoring, and supply continuity planning.

• Used Salesforce and SupplyOn platforms to coordinate supplier communication

Contributed to the execution of indirect retail strategy within assigned territory, supporting Reduced-Risk Products growth, commercial performance, and customer experience improvement.

• Coordinated external field teams and service providers, ensuring consistent service quality, operational standards, and strong brand representation.

• Designed and implemented motivation programs for shop assis

Executed Sales Execution Plan within assigned territory, with strong focus on customer journey optimization, field performance, and operational excellence.

• Led field execution across priority channels, micro-locations, and customer touchpoints, ensuring alignment with commercial objectives and customer experience standards.

• Analyzed consumer journeys across target channels, translating insig

Managed and developed a high-performing customer operations team focused on service excellence, KPI achievement, and business results.

• Led, coached, and motivated team members to consistently exceed service standards and performance targets.

• Drove measurable KPI and service improvements through structured feedback, development planning, and capability-building initiatives.

• Initiated and l

Evaluated and improved written and verbal customer communication across Customer Care teams, with focus on quality standards, consistency, and customer satisfaction.

• Assessed customer interactions and provided structured verbal and written feedback to identify strengths, performance gaps, and development opportunities.

• Drove continuous improvement of communication standards, aligning practic

Managed and resolved customer claims through written and verbal communication, ensuring accuracy, compliance, and timely resolution within a complex operational environment.

• Handled a broad range of customer claims, including objections involving government and regulatory bodies, ensuring alignment with internal policies and legal requirements.

• Managed document misuse cases, escalations, and

Provided operational support to sales locations, ensuring efficient day-to-day execution and service continuity across Serbia and Montenegro.

• Supported all sales points through e-Load systems for prepaid add-on services, maintaining operational availability and issue resolution.

• Registered and processed customer complaints, coordinating closely with dedicated Complaints teams to ensure timel

Drove sales performance through a proactive, customer-centric approach, balancing commercial targets with strong focus on customer needs and service quality.

• Acquired new postpaid and prepaid customers through consultative sales conversations focused on needs assessment and solution-based recommendations.

• Resolved customer requests efficiently, providing clear guidance on products, pricing,

Supervised sales execution and team performance with direct reporting to Regional Manager, driving commercial results and operational standards.

• Supported acquisition of new postpaid and prepaid customers through structured sales supervision, coaching, and execution guidance.

• Performed daily operational work across sales systems of all three major mobile operators in Serbia, supporting onboa

Managed internal bookkeeping and administrative operations, supporting financial accuracy, business continuity, and day-to-day operational flow.

• Built and implemented an internal bookkeeping system from the ground up, creating structured processes for tracking orders, payments, and invoices.

• Managed end-to-end administrative workflows, documentation, and meeting coordination to ensure effici

Provided bookkeeping and accounting support for multiple clients within an accounting agency environment, ensuring accuracy, compliance, and timely financial processing.

• Managed day-to-day bookkeeping activities including invoice processing, financial records maintenance, and documentation control across multiple client accounts.

• Maintained statutory records such as KEPU, KIR, and stock list

Completed professional development program at PMI Digital Campus from 2019 to 2020.

Studied Educational Studies at the Faculty of Philosophy, University of Niš.