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Biljana Bakoc Jovanovic currently serves as the Head of the Customer Experience (CX) department at Mozzart since May 2021. Prior to this role, Biljana held the position of Contact Center Manager at NLB Banka Beograd from September 2016 to May 2021. Biljana also has extensive experience in the banking sector, having worked as the Head of the Contact Center Department at Addiko Bank Srbija for over a decade, from August 2004 to September 2016. Earlier in career, Biljana was the Supervisor of the Contact Center at Trizma Contact Center outsourcing from March 2003 to July 2004 and began professional journey as a Journalist and translator at Videx group between October 2001 and May 2002.