Serbia
With experience in Customer Operations Management, I leverage customer insights to inform strategic decisions, using a data-driven approach to refine processes, enhance efficiency, and scale operations—always with a focus on maximizing customer satisfaction. My expertise in technical support enhances my ability to troubleshoot and facilitate knowledge sharing, reflecting my dedication to improving customer experiences and product quality. With strong skills in stakeholder engagement and service optimization, I apply my strategic vision to promote operational excellence and make a meaningful impact on business success.
I lead claims experience operations at SafetyWing across three insurance products (Remote Health, Nomad Insurance, Nomad Citizen), managing a distributed team of 8 across 3 continents and a TPA partner ecosystem of 30 adjudicators - for a portfolio representing ~$60M in annual revenue and 10,000+ claims per month. I built the operating model from scratch: intake flows, escalation frameworks, SOPs, QA standards, appeals processes, and compliance documentation. This is the system now used across all three products. → Reduced average claims processing time by 81% by redesigning intake and decision workflows and tightening coordination between internal teams and external adjudication partners → Scaled claims volume from 6,000 to 10,000+ per month while maintaining quality standards → Built an AI-powered QA function that auto-generates case timelines, quality assessments, and root-cause analysis → Designed and shipped a complaint management process with Legal — severity classification, escalation triggers, regulatory timelines, and closure criteria → Led the in-housing of Nomad Citizen claims communication from a third-party administrator, defining the operating model and managing staged go-live → Hired, onboarded, and performance-managed 8 direct reports across quarterly review cycles I also architect automation workflows using Zapier and n8n to streamline medical pre-approvals, coordinate partner handoffs, and convert NPS feedback into actionable product inputs.
Led a team of 12 - 8 customer support agents and 4 implementation specialists - across global support, onboarding, and implementation operations for a 200+ institution EdTech platform. Increased CSAT by 20% through onboarding and implementation process redesign. Drove 95% OKR completion. Reduced recurring product issues by 40% through root-cause analysis and Engineering collaboration. Contributed to 15% YoY enterprise renewal growth for $1M+ accounts.
Led Learning Management System integration initiatives across 200+ global institutions. Designed and delivered training programs for both internal teams and external users (administrators and educators), improving support efficiency by 35%. Built documentation systems that cut new-hire training time by 40%.
98% SLA compliance and 98% CSAT across 40,000+ interactions. Reduced ticket volume by 18% through proactive issue identification and knowledge base creation.