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  • Belgrade, Serbia
  • + 381 64 10 511 34

Nenad Miladinović

Escalation Specialist - Customer service improvement team - US FSC Command Center

Professional Experience

Sep 2014Present

Escalation Specialist - US FSC Command Center

NCR Corporation

My responsibilities at this position include the operational analysis and acting on service escalations received from customers, account teams and upper management, while maintaining and improving customer satisfaction

  • Identifying and escalating service requests that require prioritization and urgency
  • Maintaining effective and timely communication with customers and management 
  • Applying broad knowledge of work area procedures, departments and processes
  • Building and improving work relationships with a wide range of service operation groups and departments across NCR, including, but not limited to, Field Support Centers, Field Operations Management (TMs, FOSMs and SGMs), Global Logistics department, Billing Operations Center and Customer Advocates, Depot department, 3rd party contractors, Field Engineers, Remote Resolution Teams, Account Support Teams and Customer Care Centers, Predictive services Team, Call One Team, Oracle application management team, BDA Team 
  • Analyzing trends and working on areas for process improvement by measuring KPIs including but not limited to SLA, Customer satisfaction, Backlog on escalation responses, number of re-escalations, Average Time to Respond (AVR), Mean Time to Repair (MTTR) 
  • Investigated and diagnosed problem incidents by applying problem investigation techniques (Pareto analysis, Brainstorming, Ishikawa diagram, Chronological Analysis) 
  • Created and documented new incident management and problem management processes and team directives while applying Lean and Six Sigma improvement methodologies (Kaizen, DMAIC)
  • Defined, implemented and governed the escalations Incident management and Problem management process and procedures in adherence with global and local requirements
  • Coordinated the Incident management and Problem management process activities across the global factory and with external suppliers to agreed global and local SLAs
  • Defined, implemented and governed the Knowledge Management process & procedures in adherence with global and local requirements.
  • Identified and implemented CSFs for the operational excellence of the Escalation team
  • Mentored and trained new and existing team members. Shared knowledge and encouraged development of others to achieve specific set team and business goals 
  • Team Lead of the Escalation team Lean/six sigma continuous improvement group

English and German Language Teacher

  • Extensive English and German second language teaching experienced
  • Specialized in adult teaching (business professionals and university students)
  • Taught and mentored 60+ students
  • Experienced in teaching all levels of these languages within all age groups and professions
  • E-Learning professional: Teaching over Skype as well as implementing modern LMS Systems (Moodle, Schoology)
  • Holistic approaching in teaching while applying adult learning principles and strategies


Jun 2015Present

IT Manager

Deutsch Express

Managing IT operations at a specialized German/Serbian Translation agency

  • Providing and executing constant availability of IT operations infrastructure, managing all ITSM tool requirements
  • Solving any potential service issues
  • Acting as a SPOC  for any software and/or hardware related issues
  • Applying ITIL and Six Sigma process improvement techniques.
May 2014Sep 2014

Target Corporation Account liason, US FSC

NCR Corporation

Worked as a US Target Account support liaison between Service Enablement, Managed Services and Executives by providing comprehensive internal management support focusing on this top priority customer. Was tasked with and ensured that  the US Target account SLA is returned to green status

  • Managed and monitored the whole life cycle of incidents. Was responsible for gathering and sending detailed hourly, daily and weekly incident reports to NCR executives; Escalated incidents that are in danger of missing SLA 
  • Identified root causes of not meeting SLA. Answered executive inquiries regarding problem incidents in a timely manner
  • Set aggressive goals to achieve SLA
  • Worked on finding areas for process improvement  
Feb 2014May 2014

PED Specialist - US Walmart Helpdesk

NCR Corporation

Was responsible for the appropriate handling and escalation of events/incidents triggered for Walmart debit readers and pin pads.

  • Filtered, processed and analysed event incidents
  • Ensured and maintained that all relevant security procedures are in place. Investigated potential major skimming incidents 
  • Troubleshooted incidents and dispatched service requests
Sep 2013Jan 2014

Help Desk Agent - US Walmart Help Desk

NCR Corporation

Provided first level service desk contact. Logged incident, troubleshooted and conveyed resolutions to incidents. Escalated unresolved incidents to second line support or if necessary routed to request fulfillment

  • Tracked, routed and redirected problems to correct resources 
  • Updated customer data and produced activity reports 
  • Walked customers through problem solving processes; Followed up with customers, provided feedback and saw problems through to resolution. Utilized excellent customer service skills and exceeded customers’ expectations 
  • Ensured proper recording, documentation and closure of incidents. 
  • Used various system tools such as Dispatch 1, BMC Remedy, NetOp, Citrix, to process customer requests and continually provide real time updates.
  • Governed the whole life cycle of incidents in adherence to the Incident management process
  • Gained and increased knowledge of service operations procedures, NCR products and services

English Language Teacher & Course organizer

Foreign Language School Djuro Salaj

English language teacher, teaching all levels of English, from Beginners to Business English, to employees of the National Bank of Serbia, the Institute for Manufacturing Banknotes & Coins and the Tax Administration of Serbia. Also acted as a Team Lead to younger colleagues. Managed a team of 6 under graduate professors. Created and implemented schedules, prepared and organized course materials, interviewed, trained, managed and reviewed new colleagues.



Publishing House Klett

Translator/editor in the making of a Serbian-English dictionary



Translation Company Gießener Übersetzer Team

Translator and interpreter for English language within a multinational translation agency



Professor of English Language and Literature

University of Belgrade, Faculty of Philology

Certifications and Training


Six Sigma Green Belt

NCR University

Created a comprehensive KEDB thereby outlining and significantly improving the Escalation team problem management process. Initiated, created, implemented, managed and improved the Escalation team Knowledge Management process

Participated as a Team member on another GB project where we defined, documented, standardized and implemented the incident management process of the Escalation Team


Communication Excellence for Service Operations Center Agents

Gustav Kaser Training International

ELTA Conference "Teaching outside the box"

English Language Teachers Association Belgrade