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Experience level:
More than 5 years
Education level:
Incomplete higher
Languages:
English: Native
Serbian: B1
Dynamic customer advocate who understands the power of authenticity in building relationships throughout global communities. Adept at achieving results working across time zones and cultures. Capacity to establish and reinforce a positive working environment in which people are able to excel. Adaptable and able to solve challenging problems creatively. I am not chasing a specific role but am very interested in using my skills and experience in new ways.
Independently built a Contributor Engagement team from the ground up, defining the roles, responsibilities, and goals to encourage and inspire a creative community of over 220,000 photographers, videographers and illustrators. Offered personal VIP support to over 100 key contributors, utilizing various inhouse platforms with a 24-hour guaranteed response time. Wrote and edited monthly newsletters in addition to a variety of educational content. Curated community Instagram channel with over 5000 members. Personalized relationships by regularly sending hand-written notes to celebrate personal milestones.
Informed strategy to enhance the Custom Solutions product while bolstering overall business requirements. Utilized in-depth community knowledge and relationships to identify photographers for specific client briefs. Crafted expert client creative briefs for contributors.
Selected Contributions:
• Established trust within the community, providing personal assistance to exclusive artists within one business day SLA. Did not lose a single key contributor in over 4 years.
• Spearheaded the community Instagram channel, curating imagery, celebrating personal milestones and achievements, and featuring artists in short interviews.
• Built and maintained a dedicated Facebook community of over 6000 members for the Custom Content product.
• Supported and hosted events in Japan, Brazil, France, Slovenia and the United Arab Emirates.
Collaborated with a dynamic team to identify, report and prioritize all contributor facing issues. Oversaw technical teams to ensure all issues were resolved quickly and efficiently. Gathered, reported, and presented monthly statistics related to content ingestion.
Selected Contributions:
• Provided support to contributors and ensured their essential tools remained functional during a major platform change.
• Generated strong collaborative relationships that have contributed to positive company achievements.
Acted as primary contact for high-volume clients with varying and highly specific needs. Consistently delivered high-level, dedicated, personal service and support. Established a positive working environment and motivated others on my team to surpass goals and expectations.
Selected Contributions:
• Offered personal support for key, high volume global customers with a 24 hr SLA.
• Delivered input into strategic customer plans, helping them to identify areas where existing customers could improve.
• Customer relationship management: Able to empathize with every aspect of the customer experience. Adept at maintaining high levels of customer engagement and satisfaction with a focus on loyalty. • Leadership and collaboration: Wide experience partnering closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers. • Strategic planning: Capacity to develop short and long-term development plans. Experience managing stakeholders across levels to fulfill a wide range of requirements. • Teambuilding and coaching: Advanced skills when it comes to providing guidance and support to customers and key contributors, with a strong dedication to customer success processes.