Nemanja Pandzic
AT&T Czech Republic
Brno
4
Languages
1
Certification
10
Years of experience
Results-driven Business and Program Management professional with over 10 years of experience in driving cross-functional initiatives and launching operations. Expertise in translating business needs into strategies, coordinating stakeholders, and implementing scalable processes. Holds an MBA and possesses a strong foundation in strategic planning and continuous improvement.
Work History
Mobility Back Office Manager/Project Manager
1 Year 5 Months- Won ToM award for all of EMEA in August with 111% overall attainment
- Co-created processes and designed organizational framework, establishing effective scheduling patterns
- Introduced innovative processes and agile mindset, enhancing employee flexibility and working conditions to address change management challenges
- Improved flexibility and working conditions for employees by introducing innovative processes and an agile mindset to overcome change management issues
- Redesigned LoB scorecard and implemented internal shift bidding processes to better reflect expert contributions
- Received Q3 Connection Award for contributions in launching the new Line of Business. for the efforts made in kick-starting the LoB
- Selected by senior leadership for participation in the 2025 Emerge Development Program. to participate in the 2025 Emerge Development Program in Dallas, TX
Performance Development Coach
3 Years 4 Months- Chosen as 1 of 4 inaugural members of the European Performance Development Team (PDC).
- Co-created and established role within Customer Care space in EMEA, collaborating with L2 and L3 leaders to develop strategy and tactics for current and future PDC operations
- Developed and delivered a series of workshops for 100+ Operations Managers in EMEA, enhancing their skills and leadership capabilities
- Created the official new Manager Leadership Development Academy for newly added Managers across EMEA. Ran this program across EMEA, with a total of 14 participants. The program received great reviews and overall score of 9.7 out of 10
- Co-created and established the role within the Customer Care space in EMEA by working closely with L2 and L3 leaders in creating the strategy and tactics on current and future PDC operations within the Operations space
- Established Manager Leadership Development Academy for new Managers across EMEA, overseeing program for 14 participants, resulting in high satisfaction with an overall score of 9.7 out of 10
Lead Project/Program Manager
4 Months- Collaborated with Talent Development Team and external partners to create, launch, and maintain Future You Employee Development program for over 35K non-management employees across multiple organizations
- Developed and implemented engagement strategy, created badge system, and transitioned internal reporting dashboard to PowerBi through testing and maintenance
- Developed several key strategies that served as pointers for future Program initiatives, ultimately resulting in an impact to over 10k employees
- Transformed the satisfaction level of Program participants by running several campaigns that resulted in improving Program satisfaction by 20%
- Co-managed Program's shared mailbox, addressing over 100 daily participant inquiries
Advisory Consultant
1 Year 6 Months- Managed projects valued at $25,000, ensuring on-time and on-budget completion for Government of Serbia and Minister Popovic as advisor for Czech Republic and Slovakia
- Innovated and researched two markets to identify opportunities for extending partnerships in technology, innovation centers, start-up ecosystems, and knowledge exchange programs between universities and both private and public sectors.
- Prepared and moderated presentations introducing South Moravian Innovation Center to Serbian Ministry to facilitate future collaboration
Operations Manager
1 Year 9 Months- Oversee daily operation of a large-scale call center, with over 700 experts and ran a team of 15 members
- Conducted over 30 new-hire interviews, contributing to center's growth and team expansion
- Executed personalized monthly SMART goals for team members, resulting in 1.2% year-over-year performance improvement at team level
- Set and executed personalized monthly SMART goals for each of the team members and improved performance by 1.2% YOY on team level
- Implemented innovative office management procedures, introducing untested ideas that enhanced operational efficiency
- Participated in hiring by conducting over 50 new-hire interviews and positively impacting the center's growth
Tech Care Specialist and Supervisor
1 Year 4 Months- Won Agent of the month in January, February and May 2019 for achieving the highest overall attainment results of over 110% among team members and ranking in the top 20 each month among 500+ other agents
- Completed 2 months (June and July 2019) as part of Nesting Support, training a group of new employees only 6 months after joining production
- Promoted to supervisor in August 2019 and won Supervisor of the month award the same month. Continued to perform as a top 3 Supervisors in EMEA during entire Supervisor career
- Created initiatives that enhanced agents' communication skills and improved overall VOC results for the center by 5% MoM from September 2019 to February 2020
Accounts Payable Specialist
9 Months- Researched payment inquiries, resolving over 50 inquiries daily for a vendor pool of over 80,000
- Provided exceptional customer service to vendors, ensuring their needs were met effectively
- Researched invoices, both paid and unpaid, including cleared check inquiries and voiding checks
- Assisted senior AP specialists, managers, and directors on various projects during merger with TWC and BHN
- Assisted senior AP specialists, managers and directors in various projects during our merger with TWC and BHN
- Trained 2 new hires and led a presentation on how to use Ariba to a team of directors and senior level employees
Education
Master of Business Administration (MBA) - Business Management
Bachelor of Business Administration (B.B.A.) - Business Management
Minor in Political Science
Skills
Business Transformation
Change management
Leading transformational change
Effective communication
Cross-Cultural Management
Global leadership
Problem-solving abilities
Collaborative teamwork
Client Relationship Management
Problem-solving
Document management
Certification
- International Leadership and Organizational Behavior
- Università Bocconi | December 2024
- Adapting Leadership to Behavioral Styles
- LinkedIn Learning | May 2022
Languages
Serbian - Expert
English - Expert
Czech - Amateur
Spanish - Amateur
Chess, Football, Documentaries
Analytical, strategic, energetic, open-minded, reliable, critical thinking individual.
Timeline
Mobility Back Office Manager/Project Manager
AT&T Czech Republic
05.2025 - CurrentRead More
Lead Project/Program Manager
AT&T Dallas HQ
04.2024 - 08.2024Read More
Performance Development Coach
AT&T Czech Republic
12.2021 - 04.2025Read More
Advisory Consultant
Government of Serbia
11.2020 - 05.2022Read More
Operations Manager
AT&T Czech Republic
03.2020 - 12.2021Read More
Tech Care Specialist and Supervisor
AT&T Czech Republic
11.2018 - 03.2020Read More
Accounts Payable Specialist
Spectrum, Greater St. Louis Area
09.2016 - 06.2017Read More
Missouri Baptist University
Bachelor of Business Administration (B.B.A.) from Business Management
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Missouri Baptist University
Master of Business Administration (MBA) from Business Management
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