Open to opportunities

Dora Zganjer

@dorazganjer

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Senior Customer Support Manager with a focus on team excellence.

Ireland

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What I'm looking for

I am looking for a role that values team collaboration and innovation, where I can drive customer satisfaction and operational excellence.

I am a Senior Customer Support Manager with over 6 years of experience leading high-performing, globally distributed teams. My expertise lies in optimizing multi-channel support processes and leveraging data insights to enhance customer satisfaction. I have a proven track record of achieving outstanding results, including a 99.2% CSAT score and a Gold Stevie Award for Customer Service Department of the Year in 2024.

Throughout my career, I have successfully managed teams, implemented innovative solutions, and streamlined workflows to improve efficiency. My leadership has resulted in significant achievements, such as a 68% reduction in missed chats and a 50% reduction in review time for quality assessments. I am passionate about fostering collaboration across departments and equipping teams with the resources they need to excel in a rapidly evolving environment.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager, Customer Support

Current

Sprout Social

Mar 2024 - Present (1 year 2 months)

As Senior Manager of Customer Support, I led a high-performing team that achieved a 99.2% CSAT and won the Gold Stevie Award for Customer Service Department of the Year in 2024. I implemented innovative solutions to improve efficiency, including a 68% reduction in missed chats and a revamped Quality Review Program.

Customer Support Management Team Leadership Data Analysis Zendesk Salesforce Process Improvement Performance Metrics Chat Efficiency Quality Assurance

Manager, Customer Support, EMEA

Sprout Social

Sep 2021 - Mar 2024 (2 years 6 months)

Managed the EMEA Support team, enhancing service efficiency and maintaining a 98% CSAT score. Oversaw onboarding and promoted team members while improving communication channels and preparing for scaling challenges.

Team Management Change Management Customer Satisfaction Onboarding Cross Functional Collaboration Communication Skills Resource Allocation Leadership Development

Customer Advocate Team Lead

Sprout Social

May 2019 - Oct 2021 (2 years 5 months)

Led daily support operations, balancing team leadership with customer-facing work. Provided regular feedback and improved hiring processes, resulting in a 25% increase in team headcount.

Support Operations Team Leadership Customer Service Performance Reviews Coaching

Customer Advocate

Sprout Social

Jul 2017 - May 2019 (1 year 10 months)

Resolved customer queries via multiple channels, achieving a 97% customer satisfaction rating. Identified critical issues to improve resolution speed and efficiency.

Customer Service Problem Solving Communication Email Support Chat Support Phone Support Customer Retention Customer Satisfaction

SMB Digital Marketing Specialist

Meta (Facebook)

Mar 2015 - Jan 2016 (10 months)

Provided strategic advertising support to over 300 SMB clients, optimizing ad performance and increasing ROAS by an average of 20%. Served as a Subject Matter Expert for ad delivery and targeting.

Digital Marketing Client Management Campaign Management Performance Analysis Training Cross Functional Collaboration Strategic Planning

Legal Removals Specialist

Google

Jun 2014 - Jan 2015 (7 months)

Evaluated online content for compliance with internal policies and managed content removal requests, enhancing procedural clarity and quality standards.

Compliance Policies Quality Assurance Documentation Content Management Legal Standards Process Improvement

Reporter

CroNet Television

Sep 2012 - Nov 2013 (1 year 2 months)

Worked as a reporter, gaining experience in journalism and content creation, including researching, writing, and producing content for television.

Journalism Content Creation Research Writing Editing Broadcasting

Journalist, Radio Correspondent

HRT (Croatian Radio Television)

Oct 2010 - May 2012 (1 year 7 months)

Served as a journalist and radio correspondent, producing content and reporting on various topics, enhancing skills in media communication.

Journalism Reporting Content Production Research Editing Broadcasting

Online Video Journalist

Infopunkt TV

Feb 2009 - May 2010 (1 year 3 months)

Produced online video content, driving engagement through social media strategies and video production techniques.

Video Production Social Media Strategy Content Creation Editing Research Broadcasting

Education

Degrees, certifications, and relevant coursework

European Institute of Communications

Diploma, Advertising, Marketing and Public Relations

2014 - 2015

Completed a diploma in Advertising, Marketing and Public Relations, focusing on strategic communication and media relations. Developed skills in campaign planning and execution, enhancing brand visibility and engagement.

University of Zagreb

Master's Degree, Journalism, Political Science

2003 - 2010

Earned a Master's degree in Journalism and Political Science, studying media ethics, political communication, and investigative journalism. Engaged in various projects that honed research and reporting skills.