Operations / Customer Support

I am a driven and detail-oriented operations and support professional with strong expertise in WhatsApp Business API, Meta/Facebook toolsets, and internal process optimization. I am known as a subject matter expert in messaging platforms and internal tooling, with a proven ability to support cross-functional teams, automate workflows, and deliver high-impact customer service. Blending a technical support engineering background with operational insight, I help companies streamline processes, reduce inefficiencies, and scale effectively.

In my role as Operations Manager at 360dialog, I supported the VP of Operations and ensured business continuity during absences by stepping in for timely decision-making. I took ownership of routine operational tasks and internal tooling administration, including Slack, Google Workspace, and Atlassian. I implemented internal process improvements that laid the groundwork for a scalable operations team and assisted in automation initiatives to optimize repetitive tasks and improve team efficiency.

Previously, as a Customer Support Agent at 360dialog, I acted as interim Team Lead for the EMEA region during vacation periods, managing a team of 4–5 members to maintain workflow and team performance. I delivered tier-1 and tier-2 support for WhatsApp Business API clients using Jira Service Management and Intercom, consistently achieving strong KPIs in response time, resolution rate, and customer satisfaction.

I handled a high volume of technical inquiries, troubleshooting issues, logging cases, and escalating complex problems when necessary. I collaborated closely with product and engineering teams to provide customer feedback and improve the support process. I am recognized for my deep knowledge of Meta/Facebook integrations and my ability to resolve complex use-case issues.

Currently, I am pursuing studies in Information Technology at the College “Center for Business Studies” – CEPS in Kiseljak, Bosnia and Herzegovina, building on my previous education in General Studies at Medresa “Osman-ef. Redžović”. I hold certifications in WhatsApp Business Platform Foundational Technical Training and Google Workspace – G Suite, which complement my practical experience and technical skills.