At NCR Atleos, I led customer operations and relationship management for financial institution clients across North America, covering SLA performance, service reporting, escalations, entitlement and billing issues. I raised client NPS from 23 to 65 by introducing account health monitoring and fixing handoff failures between support layers.
At NCR Corporation, I recovered $3.6M annually in unbilled revenue by identifying services delivered but not invoiced and strengthening entitlement and credit controls. I also designed and piloted a two-tier coverage model that expanded support from 250 to 850 clients with 55 people.
As Supervisor in NCR Corporation’s Financial Services Division, NAMER, I was accountable for SLA performance, client satisfaction and operational readiness. I established the Customer Services Support function at NCR’s Belgrade center and scaled it into a fully staffed, revenue-generating operation.
Earlier, at Telenor, I progressed from Business Solution Consultant to Key Account Manager, working on B2B client acquisition, solution proposals and account management. I hold a Graduate Economist degree in Business Economics and have completed Lean Six Sigma (Green Belt) and ITIL Foundation training.
