Serbia Gallery
Experience
Senior Support & Fraud Specialist
As a Senior Customer Support and Fraud Specialist at Koji, I played a crucial role in maintaining the communication link between our clients and our platform. I worked daily to guarantee excellent customer experiences and build long-term loyalty. Handling customer queries on multiple channels, I provided solutions to a wide range of issues related to the platform's use and features.
My role required a solid understanding of technical troubleshooting. Leveraging my comprehensive knowledge of the Koji platform, I efficiently resolved customer issues. When challenges were more complex, I coordinated effectively with our technical team to solve them quickly.
Education was an integral part of my role. I guided new users through Koji's features, adapting my approach to their needs. Keeping up-to-date with all platform updates allowed me to provide accurate information, improving the user onboarding process.
As a key connection between users and our development team, I gathered valuable user feedback to inform platform improvements. Ensuring adherence to Koji's policies on content, payment, and data privacy was a priority, maintaining a secure user environment.
Part of my role included managing escalated customer concerns, requiring strong interpersonal skills, empathy, and a thorough understanding of our policies. As a senior member, I mentored junior colleagues, coordinated team tasks, and refined our customer support strategy.
I produced detailed reports on customer service metrics to guide future decision-making. Testing Koji's templates for issues, documenting inconsistencies, and working with the development team for fast fixes.
Transaction management was a key part of my role. Supervising seller-buyer transactions via Stripe, I employed Stripe's Fraud Insights to review transactions, prevent fraud, and ensure platform security. Through actions such as banning, blocking, and refunding, I safeguarded transaction integrity.
Training Program Coordinator & Operations Manager
In my role as Training Program Coordinator & Operations Manager at EU Training, I effectively balanced multiple tasks to drive operational excellence. I managed and coordinated EPSO experts, strategically allocating training sessions based on their availability and maintained a detailed training calendar, managing scheduling changes and vacations.
I ensured constant communication with the community, sending out weekly newsletters with updates on job openings and upcoming training sessions, and overseeing Facebook groups. Additionally, I posted engaging content on social media platforms weekly to keep our audience informed and engaged.
A significant part of my role involved the development of high-quality training materials based on comprehensive research on ongoing EPSO competitions, thus ensuring content relevance and usefulness. I coordinated the creation and management of training sessions on the website, enabling easy user bookings, and attended to customer inquiries, refunds, and cancellations promptly.
Leveraging platforms like Zoom and ClickMeeting, I planned and executed webcasts and webinars tailored to upcoming EPSO competitions. Based on customer needs, feedback reviews, and EPSO changes, I recommended and initiated enhancements to our training services.
I oversaw the overall coordination of training sessions, including setting up Zoom meetings, monitoring registrations, and liaising with trainers. I handled training session adjustments such as cancellations, rescheduling, or refunds, and ensured those on waiting lists were promptly informed of available sessions.
I also provided technical support during live training sessions and addressed occasional EPSO-related queries through Freshdesk. My role encapsulated a mix of training coordination, operations management, customer support, and content creation, all while maintaining a constant focus on enhancing the training experience.
Design Lead & Customer Project Manager
In my role as Design Lead & Customer Project Manager at Custommade, I harmonized design elements and customer relationships to deliver exceptional jewelry pieces. I worked closely with CAD designers and sketch artists to ensure the accuracy of customer jewelry sketches and renderings, and reviewed CAD files in RhinoGold 6 to ensure compliance with manufacturing guidelines and prevent production errors.
A significant part of my role involved managing customer projects from start to finish, addressing inquiries and concerns through our messaging system, and maintaining transparent communication throughout the project lifecycle. I worked closely with buyers, gathering feedback on designs, and incorporating their preferences into our creative process.
To further assist buyers, I provided insights into gem-related queries, offering guidance on production processes, timelines, and pricing considerations. I also managed client ring sizer shipments via Shippo, facilitating an accurate and efficient sizing process.
Maintaining precise records, I updated customer information as needed and ensured accurate pricing for jewelry pieces. I meticulously verified the correct quantity of gems and checked the metal thickness to meet production standards.
My role also entailed cultivating strong relationships with customers, often over extended timelines, delivering consistent, exceptional service throughout jewelry projects that could span over a year.
My dedication to customer satisfaction was recognized with over 250+ 5-star reviews during my time in the role.
Through this blend of design coordination and customer project management, I strived to ensure a seamless experience for all clients.
Technical & Customer Onboarding Support
In my role as Technical & Customer Support Lead, I demonstrated technical proficiency and customer service in a range of tasks. Utilizing Vanspace3D Software, I created engaging van layouts for social media, showcasing the software's capabilities. I was responsible for comprehensive customer support across multiple platforms, troubleshooting software issues on both Windows and Mac to ensure smooth operation.
I maintained the accuracy and clarity of macros, FAQs, and website content through meticulous editing and proofreading, and managed refund escalations, claims, and complaints, striving for prompt and satisfactory resolutions. In collaboration with the Development Team, I identified and reported software bugs, contributing to the continuous improvement of the product.
A key aspect of my role was maintaining accurate customer records across multiple platforms, including Kajabi, phpMyAdmin, Samcart, ConvertKit, ThriveCart, and Stripe. I also created and edited Help Guides for our Zendesk Support Portal, aiding in customer self-service.
Effective team collaboration was crucial in my role, as I managed tasks and stayed current with changes on Trello. I proactively monitored and addressed trending customer problems, with a particular focus on payment issues, email sequences, and software bugs.
Community engagement was a vital part of my responsibilities, as I created daily interactive content for our Facebook group and managed membership requests to maintain a high-quality community experience. I also took care of customer invoices, social media engagement, and repurposed customer stories to highlight positive experiences with our software.
Enhancing our visual content, I created engaging polls and stories for social media using Canva, fostering a higher level of community interaction and retention. Through my combined technical and customer support expertise, I ensured an optimal customer experience and facilitated seamless software use.