Bojana Rankov

Beginning of October 2016 I was honored to be part of Operation & Customer Management in Service Account Representative (CM/SAR) pilot project in ECA and as a result, SAR role was introduced in whole cluster.

Services Account Representative (SAR) serves as the primary customer contact for operational services business matters, working closely with Services Account Managers. Therefore focuses on facilitating service sales growth, managing service contracts, and providing customer support

• Managed client accounts, ensuring accurate order processing and timely delivery of products
• Developed strong relationships with clients to enhance customer satisfaction and retention
• Lead customer enquiries to resolution, Responding and channeling it into the organization as required
• Collaborated with cross-functional teams to resolve customer issues efficiently and effectively
• Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges
• Lead communication and planning with customers for service and maintenance events
• Work with orders and order coordination of relevant parts and materials
• Execute relevant purchasing and invoicing activities and participate in strong collaboration between service administration teams
• Participate in service contract fulfillment and follow up on time execution for Services Agreements execution & profitability.
• Support Account Management team with inputs to prepare and execute account plans

• Calibration services- analyzing possibilities and requirements to be fulfilled for Tetra Pak to include Calibration services in technical services portfolio, successfully implemented.

• Managed high-volume inbound calls, ensuring timely resolution of customer inquiries and issues
• Delivered exceptional customer support through effective communication and problem-solving techniques
• Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction

• Assisted foreign language-speaking clients and local staff
• Developed and maintained glossaries of terms to enhance translation accuracy and efficiency
• Hotel reservations, payments and local transfers to/ from the dental clinic
• Scheduling appointments with local staff and patients

• Increased sales revenue through effective product demonstrations and persuasive communication skills.
• Developed in-depth knowledge of skincare and cosmetic products to provide expert recommendations.

• Representing group in media, organizing the concert and logistics for that purpose, such as Shanghai EXPO 2011 where held a concert, organizing studio album recording (album "CEEEPAJ"), maintaining website & Social media accounts, organizing audio & video production studio work and projects, translation and preparation of "Balkanika... a story" book.