Aleksandar Lazarevic

ALEKSANDAR LAZAREVIĆ Customer support and success, community engagement and on-boarding ninja with proven track record of success s - _- + Belgrade, Serbia SUMMARY Creative and resourceful customer success professional with 10 years of progressive experience with digital media, online communities and social media management across a broad range of content creation, customer relations and support functions. Experienced in a fast-paced international start-up environment with a proven ability to combine social and technical skills. A problem solving mindset and hands-on approach as well as a strong technical aptitude, with passion and commitment to customer success. ACHIEVEMENTS  Community champion c Leading and inspiring the community - connected with over 100.000 users from over 50 different countries to mutual satisfaction.  Tireless product improvement Set up, maintained and improved a highly efficient customer support system with 24h response window on all available channels (email, in-app chat, FB, TW).  Collected, systematized and analyzed user's feedback for the product team, accelerating continuous product improvement cycle and introduction of new features (over 10 major features in the product roadmap).  User on-boarding Created on-boarding strategies for over 150.000 new users (markets including US and India) focusing on increasing retention rates. Customer support implementation Tech support guru Provided detailed product support on all channels and levels, as well as cross-functional help desk for the company. Managed to achieve and retain a 98% resolution rate. ) Content creation Highly experienced with over 5.000 articles written. Indepth tech reports and reviews to social media content and detailed user instructions, technical docs and FAQs. EXPERIENCE Online Relations Manager Instabridge AB (www.instabridge.com) r Aug 2015 - Jan 2017 + Stockholm, Sweden Stockholm start-up, Android and iOS app with over 4 Million downloads worldwide, 230 world countries covered  Defined and owned all-channels customer experience flow until resolution (Zendesk and Intercom), 98% resolution rate  Boosted advanced user community engagement and followed user's success stories  Created and tested on-boarding strategies for international market (including US and India) with over 150K users  Troubleshot all app issues (Pivotal), providing detailed technical specs to diagnose and resolve user's problems (over 500/week)  Provided key feedback leading to continual product improvement and new features introduction (Agile methodology)  Contributed to App Store Optimization (ASO) efforts to improve the app's visibility  Provided help desk support to the product and expansion teams, mentored new employees www.linkedin.com/in/alex-lazarevic EXPERIENCE Editor in Chief ITsvet (www.itsvet.com) r Feb 2007 - Aug 2015 + Belgrade Leading Serbia IT and smartphones portal, over 600,000 unique monthly visitors  Authored over 5,000 hardware and software related articles  Covered new technology, services and startups research, in-depth analysis and events  Gathered and analyzed user and customer feedback for continual CRM and CMS optimization as well as portal redesign  Coordinated a team of 4 people working according to SCRUM framework to create business intelligence information Community Manager Latest Casino Bonuses (www.latestcasinobonuses.com) r 2013 - 2015 + Belgrade World leading online casino affiliate community  Planned and implemented full social media presence (Facebook, Twitter, G+, Pinterest, Tumblr)  Moderated the online community forum (growth from 50.000 to 70.000 members)  Communicated through social media and community channels to improve overall user experience PROJECTS JP Službeni glasnik, E-business Portal System Design r 2009 + Belgrade Official Gazette of the Serbian Government, publishes all laws and legislation  Analyzed publishing and commerce business processes  Defined and mapped E-business portal processes using Business Process Model and Notation (BPMN)  Evaluated, re-engineered and optimized business processes leading to implementation LANGUAGES English Serbian French EDUCATION Bachelor's degree in Operations Management University Metropolitan r 2006 - 2009 www.linkedin.com/in/alex-lazarevic GPA 9.88 / 10