1. Ranka Papić Milana Vujaklije 10
Belgrade
phone: (011) 2288-927
mobile: (064) 1888-646
e-mail: papicranka@gmail.com
PERSONAL Date of Birth: 18.10.1978
Place of Birth: Priboj, Serbia
Citizenship: Serbian
OBJECTIVE Position within my area of expertise.
EMPLOYMENT Intesa Bank, Belgrade, Serbia
August 2005 - November 2005
Data Verification Officer
• Oversee data spreadsheets
• Supervise data acquisition and verification
Raiffeisen Bank, Belgrade, Serbia
November 2005 - today
Telecollection Officer
• Responsible for collecting outstanding debts
• Respond to and resolve various issues regarding debts
• Data acquisition from different platforms
• Successfully organized customer-calling protocol
Senior Telecollection Officer
• Responsible for organizing charts and making protocols
• Making different types of reports and data sorting
• Coaching of new employees within unit
• Coached and tutored large number of new officers
Senior Administration Collection Officer
• Performing different data verification techniques
• Performing many tasks using administration reporting tools
• Using proprietary software in collecting data for future analysis
and presentations
• Solving complaints for department
• Coaching of new employees within department
• Performing different instructions and procedures
• Cooperation with external agencies
• Preparation of reports and verification of the data
• Development and maintenance of reports related to Collection
activities
• Calculation of monthly fulfillment of the goals of employees in

2. Telecollection Unit and making the Incentive Scheme
Organization and Process Specialist
• Mapping process at the Bank and regular update
• Support the implementation of process measurement activities;
control measurements
• Coordination of the signing of local procedures and process of
distribution of group directives
• Collection Status of compliance with group directives at the local
level
• Prepare regular reports from the domain of the Department
• Organizational chart updating, as well as the list of authorized
signatories and base of authorized signatories
Senior Organization and Process Specialist
• Establishment of a Business Process Management System
(BPMS), in cooperation with the Process owner
• Monitoring of BPMS results on a monthly basis and report process
owners
• Support the establishment of key productivity indicators (KPI)
• Support the implementation of Lean / Six Sigma methodology to
projects dealing with process improvement
• Monitoring the status of Lean / Six Sigma projects
• Calculation of the financial impact of Lean / Six Sigma projects
and other initiatives that contribute to increased productivity
• Preparation of materials for Steering Committee
• Carry out activities related to the implementation of the Internal
Control System at the Bank (the mapping process, support process
owners in filling in standard forms)
• Mapping process at the Bank and regular update
• Calculation of standard units of time (SUT), which is used to
calculate the standard unit cost of the product (SUC)
• Support the implementation of process measurement activities;
control measurements
• Activities related to the organizational structure
• Coordination of the signing of local procedures and process of
distribution of group directives
• Collection Status of compliance with group directives at the local
level
• Updating the regulatory documents in the domain of the
Department
• Prepare regular reports from the domain of the Department
• Organizational chart updating, as well as the list of authorized
signatories and base of authorized signatories
• Project Portfolio Management Office activities: Project Portfolio
Management, Project budgeting, Project Monitoring and Status
Reporting
EDUCATION Faculty of Organizational Sciences, Belgrade, Serbia

3. Section Management
December 2003
Gimnazija, Priboj, Serbia
June 1997
SKILLS Language – English, upper intermediate level - reading and writing
Computer Skills - Microsoft Office, Visio, Adonis, Lotus Notes, Internet,
proprietary software
Personal Interests – Reading books and personal improvement