Customer Success Operations Manager

OLIVERA BATROVIC

BUSINESS & CUSTOMER SUCCESS MANAGEMENT PROFESSIONAL

917-***-**** ***************@*****.*** Miami, FL CAREER SUMMARY

Business & Customer Success Management Professional with 10+ years of experience in project coordination and management, exhibiting a strong record of analytical and strategic acumen, designing, and implementing customer forward strategies to drive revenue and business impact. Core competencies include project management, process improvement, customer success, strategic planning, vendor relations, and cost control. SKILLS

Project Management: Planning & Scheduling – Risk Management – Resource Allocation – Quality Assurance Business Management: Inventory Management – Deep Product Knowledge – Upselling & Cross-Selling – Merchandise Planning Customer Success: Relationship Management – Customer Onboarding – Data Analysis – Cross-functional Team Leadership – Churn Prevention PROFESSIONAL EXPERIENCE

RETAIL & CUSTOMER SUCCESS OPERATIONS MANAGER January 2020 – August 2024 Steli Cosmetics / Miami, FL

• Served as the brand’s main point of contact for all retail operations, including, but not limited to account management, addressing customer pain points, and translating e-commerce reports to the Chief Executive Officer to drive strategic business decisions.

• Coordinated marketing operations including, content creation, influencer relations, and press relations alongside the Senior Marketing Manager from ideation to finalization; helped source and finalize 10+ quarterly long influencer deals that brought in $30K+ in revenue.

• Refined existing logistics systems to ensure alignment with industry and technical best practices; implemented the brand’s current labeling process, a strategy that enhanced product identification by over 25%, resulting in a 56% faster processing and shipping rate.

• Collaborated with the Chief Executive Officer to ideate retail and brand strategies that would drive product innovation; assisted in the creation, vendor sourcing, and marketing of three (3) of the brand’s leading products that bring in over $250K+ in annual revenue. OPERATIONS MANAGER January 2014 – December 2019

Private Airbnb Rentals / New York, NY

• Managed operations for 5+ Airbnb properties, ensuring a consistent 95%+ occupancy rate through dynamic pricing strategies and exceptional guest experience; enacted competitive marketing, retention, and brand strategies to drive property awareness in NYC.

• Oversaw property maintenance and improvement projects, completing 100% of repairs within 48 hours and receiving a 4.9/5 average guest rating; translated operational pain points and gaps to senior leadership and business partner to enhance property performance.

• Strategized with external business partners, property managers, and thought leaders to ensure that branding and operational frameworks met market needs; reduced operational costs by 15% by negotiating vendor contracts/introducing energy-efficient property upgrades.

• Translated customer pain points into strategic business frameworks and strategies that would enhance satisfaction; increased guest satisfaction by 20% by implementing a streamlined check-in process and responding to 100% of guest inquiries within 30 minutes. BUSINESS DEVELOPMENT MANAGER August 2006 – August 2009 Chris King of Foliage / New York, NY

• Led a team of 7+ employees, focusing on training and development initiatives that increased team productivity by 30% and enhanced employee engagement scores by 25%; recognized as a learning and development leader for driving employee engagement/performance.

• Developed and implemented strategic business plans centered around customer feedback that resulted in a 40% increase in sales revenue over three years by identifying and pursuing new market opportunities across 4+ competing/leading florists in New York City.

• Facilitated regular training sessions and workshops on sales techniques and customer relationship management, improving client retention rates by +5% year over year; promoted to serve the business development and operations manager due to performance.

• Analyzed market trends and customer feedback to refine service offerings, leading to a 50% increase in client satisfaction scores and a significant expansion of the customer base; translated market trends into in-store promotional strategies and floor plan designs. PROFESSIONAL DEVELOPMENT

Runner & Athletic Volunteer January 2013 – December 2019 New York Road Runners (NYPR)

EDUCATION

General Education Development Diploma / Gimnazija Vucitrn-Vushtrri Natural Science and Mathematics Department (Concentration)

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