Anja Topalovic
Operations/Project Manager
Experience
Operations/Project Manager
Chipstars Online Casino
- Lead daily operations, ensuring seamless execution of online casino projects.
- Report directly to shareholders, providing detailed project updates and performance insights.
- Oversee HR services, including recruitment, employee onboarding, and performance management.
- Implemented new project management tools, resulting in a 15% increase in team productivity.
- Enhanced operational efficiency by 12% through process optimization and proactive issue resolution.
Skills Utilized: Project Management, Process Improvement, Staff and User Training
Operations Manager
SEO Monsters
- Oversee daily internal and external processes for a 15-member international team.
- Initiate and manage email and social media campaigns, leading to increased brand visibility.
- Created style guides and ad creatives, improving the consistency and quality of marketing materials.
- Identified and tested new HR tools, enhancing recruitment and onboarding processes.
Achievements: 10% increase in team productivity, 15% operational efficiency boost, and an 8% reduction in operational costs.
Skills Utilized: Budgeting and Cost Analysis, Enterprise Resource Planning, Process Improvement
Project Manager
GetSwift
- Spearheaded agile practices within three diverse teams, ensuring seamless project execution.
- Managed multiple monthly projects using Scrum and Kanban methodologies.
- Facilitated agile ceremonies and utilized tools like Asana, JIRA, and Confluence for task management.
Achievements: 20% reduction in project delays, 15% increase in team efficiency, and 85% on-time project delivery rate.
Skills Utilized: Software Development, Project Management, Risk Management
Freelance Content and Copywriter
- Write, proofread, and optimize content for SEO for clients including Digital Silk and Avocado.
Skills Utilized: SEO, Copywriting, Client Communication
Onboarding Manager
GetSwift
- Orchestrated smooth onboarding experiences, customizing processes to suit diverse client needs.
- Coordinated across departments to ensure seamless client transitions.
- Conducted training sessions for new clients on using the software, ensuring high user adoption rates.
- Monitored client feedback and adjusted onboarding strategies to improve satisfaction.
Achievements: Enhanced client onboarding satisfaction by 18% as reflected in positive client feedback and surveys.
Skills Utilized: Staff and User Training, Process Improvement, Communication
Operations Assistant
Karisma Hotels and Resorts
- Assisted the Operations Manager in analyzing data to enhance operational strategies and guest experiences.
- Coordinated with various departments to streamline operations and improve service quality.
- Developed and implemented standard operating procedures (SOPs) to ensure consistency and high service standards.
- Supported the implementation of process improvements to boost efficiency and reduce costs.
Achievements: Improved operational efficiency by 12%, contributing to enhanced guest satisfaction and operational cost savings.
Skills Utilized: Process Improvement, Data Analysis, VIP Client Management, Compliance Auditing
Team Lead
Karisma Hotels and Resorts
- Directed a team of 15 customer support and admin agents, providing training and ongoing support to maintain high service standards.
- Monitored team performance and provided feedback to improve customer service quality.
- Handled escalated guest complaints and resolved issues to ensure guest satisfaction.
- Developed training programs to improve team skills in customer interaction and problem-solving.
- Collaborated with the HR department to recruit and onboard new team members.
Achievements: Increased customer satisfaction ratings by 15% through targeted training and process improvements.
Skills Utilized: Staff and User Training, Team Leadership, Customer Service, Communication
Support Agent
Karisma Hotels and Resorts
- Managed room bookings and addressed guest inquiries, striving for VIP service.
Achievements: 93% positive feedback rate from guests.
Skills Utilized: Customer Service, Communication, Problem-Solving, Team Collaboration
Summary
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