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Helena Celic

@helenacelic

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Customer support specialist at Blitz who optimized AI-assisted workflows and maintained 95%+ CSAT.

Bosnia and Herzegovina

Message

At Blitz (Strategic Success Lab d.o.o.), I handled live chat and email inquiries, resolved account and payment issues, and maintained 95%+ CSAT. I also analyzed ticket data for Voice of the Customer insights and escalated platform bugs to technical teams.

I optimized AI-assisted macro templates and chatbot workflows at Blitz. At Auto Kuca Lav, I supported e-commerce customers across email, platforms, and social media, introducing automated response triggers for routine tracking inquiries.

Experience

Work history, roles, and key accomplishments

Customer Support & Operations Specialist

Blitz (Strategic Success Lab d.o.o.)

Dec 2025 - Aug 2026 (8 months)

Delivered real-time live chat and email support for 40+ daily user and driver partner inquiries, maintaining a 2-minute average response time and 95%+ CSAT rating. Resolved 90%+ of account troubleshooting and payment disputes on First Contact Resolution, and spearheaded Voice of the Customer initiatives.

Live Chat Email Support Omnichannel Customer Support B2B Support B2C Support Zendesk Intercom Jira Bug Tracking AI Chatbot Flows Google Workspace Slack Customer Voice and Voice of Customer (VoC) Analytics Prompt Engineering QA scoring Escalation Management Process Efficiency

E-Commerce Customer Care & Sales Specialist

Auto Kuca Lav

Sep 2024 - Oct 2025 (1 year 1 month)

Managed 30+ daily direct inquiries across e-commerce platforms, email, and social media with a 100% same-day response rate by implementing automated response triggers. Analyzed customer complaints and return requests to identify product friction points, reducing order disputes and maintaining a top vendor rating.