Divna Stankovic has over 20 years of experience in customer service and business development roles. She received degrees in graphic design and English and is currently a Business Support Representative at Telenor, where she handles business customer requests and updates customer accounts. Previously, she held roles as a Business Development Consultant, Major Account Representative, and Customer Care Representative at Telenor and Mobtel, where she managed contracts, resolved customer issues, and supported new service launches. Stankovic also has experience in banking, graphic design, and call center operations. She is proficient in English and Microsoft Office programs.

1. curriculum vitae
Divna Stankovic
E-mail: divna.stankovic@telenor.rs
Address: Vojvode Vlahovica 26b, 11000 Belgrade
Mobile: +381 63 230 451
Date of birth: 12.02.1969.
Education
1983-1987 Graduated from OGC “Milic Rakic” Belgrade for graphic design of printing
materials
1983-1988 Graduated from “National University Kolarac” – English language
Professional Experience
Telenor d.o.o. 04/2008-Present
Belgrade, Serbia
Business Support Representative, Business Contact Centre, Customer Care
Department
• Receiving calls from business customers and resolving their current problems or
request using my knowledge about all Business Customers services
• Reception and processing of all business customers requests received by e-mail,
fax or post
• Updating base of business customers using every day communication with them
• Outbound activities (paying reminder, Welcome Call, service call, Contract
Renewal)
• Coordinating with other sectors and departments within company by handling
business customers requests received from Business support
Telenor d.o.o. 01/2006 – 04/2008
Belgrade, Serbia
Business Development Consultant, Customer Care Department
• Verification of legal customers (potentional customers) before signing the
contract, which includes verification of data enclosed by customers. This is done
by using APR, NBS and PKS sites
• Check for potential contract responsible persons debts by using Oracle application
Black list

2. curriculum vitae
• Verification of legal customers by using KB, based on enclosed permissions from
Indirect Sales
Mobtel 04/2004 – 12/2005
Belgrade, Serbia
Major account representative, Customer relations monitoring department
• Making contracts with high important customers
• Daily meetings with those customers
• Making a daily and monthly reports about signing contracts, sold sim cards
Mobtel 12/2000 – 03/2004
Belgrade, Serbia
Customer Care Representative, Customer Care Office, Customer Care Department
• Direct contact with customers and resolving their problems and request on one
place at given moment
• Knowledge and clarification of complete list of customer services, as well as
enabling these services through the system
• Complete support in term of knowing handsets and providing help to customers
in using their handsets
Mobtel 09/1999 – 12/2000
Belgrade, Serbia
Operator in Call Center
• Receiving calls from customers and resolving their current problems
• Informing customers about new services in the network
• Activation and de-activation of services for the customers
Bel Pagette 09/1994-09/1999
Belgrade, Serbia
Shift leader
• Work with colleagues in page center, resolving some issues with coworkers and
their current problems
• Monitoring page central and fluency of messages
• Making team meeting once a week
Dafiment banka 09/1991-09/1994
Belgrade, Serbia
Banking agent
• Taking care of large deposits and withdrawals
• Associate in cash and treasury of bank
• Team leading and couching my colleagues about bank procedures
• Work with high important customers
Slog 09/1988-09/1991
Belgrade, Serbia
Graphic designer
• Layout, data entry and design text for magazines and books

3. curriculum vitae
• Editing and proofreading for books, magazines and brochures
• Responsible for the terms in which the books and magazines went to print
Relevant courses
• Training which consist of next thematic wholes: customer care, business
communication, base principles of sales, know how to telephone, culture of
dressing
• Another course in connection with quality of services, communication, conflicts
(identification and prevention)
Computer Skills
Windows, Explorer, Microsoft Outlook, Word, Excel
Languages
English – Higher course 2 (Institute for foreign languages “Kolarac” – Belgrade)
Personal Qualities:
Fast learner, Sports spirit, Strong work ethic, Self – initiative, Creativeness, Highly
motivated, Cooperative, Good cooperation with colleagues in the team and outside
the team with other services
Personal Skills
Comunicative, tolerant, punctual, hard working, fast learner, strong work ethic, self-
initiave, highly motivated, team player, cooperative, responsible, careful, good
listener, lot of patience, etc. My personal skill is also improvement of English,
creating some graphic designs for children's magazine as my hobby