@svetlanavelickovic
Customer Support Team Lead at Cognizant, improving workflows and team performance in SLA-driven support environments.
HungaryAt Cognizant, I manage an international customer support team in a fast-paced, SLA-driven environment. I coach team members, monitor performance, handle complex escalations, and identify process improvements.
Earlier at Cognizant, I supported daily operations as Deputy Team Lead and delivered first-level service desk support. At NCR, I supported sales operations for banking clients and provided L1 and L2 technical support.
Work history, roles, and key accomplishments
Conduct regular 1:1s, performance reviews, and coaching to improve quality and efficiency. Handle complex escalations and ensure high-quality customer experience while monitoring KPIs and implementing process improvements.
Supported Team Lead in managing daily operations and team performance. Coordinated workload distribution, scheduling, and absence management while conducting quality monitoring and preparing performance reports.
Delivered first-level support, resolving customer issues within SLA targets. Managed ticket lifecycle including categorization, prioritization, and escalation while collaborating with internal teams.
Supported sales operations for banking clients, preparing offers and commercial proposals. Managed end-to-end order processing including purchase orders and system entries while coordinating with internal teams, vendors, and logistics.
Provided advanced technical support and troubleshooting for end-users. Resolved complex issues and escalated when necessary while maintaining documentation and ensuring adherence to service processes.
Delivered remote technical support and issue resolution. Assisted with installation, configuration, and troubleshooting.
ADAC
Jan 2011 - Dec 2011 (11 months)
Delivered remote technical support and issue resolution. Assisted with installation, configuration, and troubleshooting.
Degrees, certifications, and relevant coursework
Bachelor's Degree, Librarianship and Informatics
Bachelor's degree in Librarianship and Informatics from the Faculty of Philology, completed in 2014.
High School Diploma, Electrical Technician for Computers
High school diploma in Electrical Technician for Computers, completed in 2008.
Software and tools used professionally
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