Alma Jusic

Highly organized, result-oriented and dynamic professional, known for reliability and a positive “can-do” attitude. Blends an academic education in psychology, with an analytical approach to problem solving. Team player dedicated to excellence and exceeding in stakeholder and client service.

Support Analyst I, Affirma Consulting Ireland Limited (for Microsoft),

Dublin A U G U S T 2 0 2 2 — N O V E M B E R 2 0 2 2

• Work as a part of Microsoft OneVet Team in helping to protect Microsoft customers, reputation and brand by executing key vetting tasks
• Work closely with internal and external stakeholders in a support queue and the OneVet platform to ensure Microsoft Partners, Suppliers, Developers and Academic Institutions are properly vetted before entering Microsoft's payment eco-systems
• Review and respond to support queries from various Microsoft stakeholders within required Service Level Agreement (SLA)
• Support daily review and upload of Anti-Corruption reports
• Apply basic rules applicable for categorizing Anti-Corruption reports into risk levels
• Overflow support for execution of Annual Vetting Cycle volumes
• Confidently manage multiple stakeholders expectations at once
• Demonstrate an ability to communicate and empathize with customers directly to deliver best practice resolutions

Project Coordinator (IoT), Affirma Consulting Ireland Limited (for

Microsoft), Dublin

J A N U A R Y 2 0 2 2 — J U LY 2 0 2 2

• Work as a part of the IoT Accelerate Team for End Customer Incentive Funds

(ECIF) program

• Lead and coordinate all APAC projects received within the IoT Investment

Desk

• Review new project submissions/funding requests to ensure they meet program requirements
• Monitor project execution, invoicing process and consolidate the reporting
• Assist project requestors with any queries throughout the process
• Communicate and build strong relationships with internal and external stakeholders to help accelerate program funding
• Assist with the supplier on-boarding process for ECIF program
• Manage budget for IoT Marketing activities - create Statements of Work and

Purchase Orders, overlook Invoice and Proof of Execution submissions, track payments, etc.

• Compile QBRs with other team members and present them to the management
• Identify pain points in current process and propose improvements

Support Analyst II, Affirma Consulting Ireland Limited (for Microsoft),

Dublin

N O V E M B E R 2 0 1 9 — J A N U A R Y 2 0 2 2

• Work as part of the Co-Sell Deal Review Team
• Investigate and adjust potential registration discrepancies and flagging sales trends related to potential fraud and/or inaccurate execution
• Manage highly visible compliance and audit processes for the entire Co-sell program
• Work directly with Customers, Sellers and Stakeholders to ensure deals are properly registered reviewed and adjusted, before receiving program incentives
• Prepare and execute high value, Partner facing deal reviews
• Analyze, monitor and report Partner and Seller registration and review trends
• Execute systematical adjustments in multiple Microsoft tools/platforms
• Learn and understand program rules, standards and infrastructure to support diverse set of stakeholders
• Support and report Partner/Seller concerns internally and externally

Senior Process Executive, Infosys BPM Limited (for Microsoft), Dublin O C T O B E R 2 0 1 8 — N O V E M B E R 2 0 1 9

• Complete analysis and investigations of queries related to Microsoft

Contracts, with regular update to partners and customers via email

• Review Agreements/Orders to ensure all legal requirements are met and documentation is complete
• Validate contractual information, entering and coordinating

Agreements/Orders

• Provide post-sales support to Partners and Customers
• Complete resolution on complex queries within the agreed service level, using different tools and escalation channels provided
• Maintain strict service levels (SLAs) with client activities
• Processing high revenue cases and making sure they are in compliance with

SOX procedure

• Serve as support to less experienced agents

Sales Assistant, Zara Ireland Ltd, Dublin

J U LY 2 0 1 7 — O C T O B E R 2 0 1 8

• Serve as the main point of contact for Zara’s clients, while managing and collaborating with different in-house stakeholder i.e. suppliers, management and team members
• Assure a high level of customer satisfaction through excellent sales service
• Maintain noteworthy store condition and visual merchandising standards
• Monitor product availability in store and ensure the store operates efficiently
• Support with training and on-boarding of new team members

Master's degree in Psychology, University of Zagreb

2 0 0 9 — 2 0 1 6

Bachelor's degree in Psychology, University of Zagreb

2 0 0 5 — 2 0 0 9