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Katarina Gajic

@katarinagajic

Complaint Account Manager at LCB Network resolving member complaints from first response through fair, policy-compliant resolution.

Serbia

Message

At LCB Network, I own the full lifecycle of member complaints, from first response to final resolution. I investigate root causes, keep clear case records, and work with internal teams and marketing partners to reach fair outcomes in line with company policy.

At MPlus / CrossCom, I managed 45 individual contributors across four teams and helped turn around the Trader Joe’s account, bringing it to 92%+ SLA after a period of decline. Earlier at Mitto AG, I led customer support teams and coordinated an SMPP server migration and a Zendesk ticketing system migration.

Experience

Work history, roles, and key accomplishments

Current

Complaint Account Manager

Current

LCB Network

Apr 2026 - Present (6 months)

Owns the full lifecycle of member complaints from first response to final resolution, consistently meeting complaint-resolution targets. Investigates cases, communicates empathetically, and collaborates with internal teams and partners to settle complex complaints.

Complaint Resolution Customer Support Account Management Policy Compliance Stakeholder Management Communication Skills

Talent Manager

InterVenture

Aug 2025 - Mar 2026 (7 months)

Runs full-cycle recruitment and improved time-to-hire through structured processes. Builds and tracks talent KPIs, supports performance cycles, and reports data-driven insights to stakeholders.

Recruitment Talent Management KPI Tracking Performance Management HR Operations Data Analysis

Project / Services Team Lead

MPlus / CrossCom

Dec 2022 - Jun 2025 (2 years 6 months)

Managed 45 individual contributors across 4 teams, overseeing headcount, staffing, attrition control, and succession planning. Owned results against customer-satisfaction KPIs and implemented operational processes.

Team Leadership SLA Management KPI Management Process Improvement Onboarding Mentorship Stakeholder Management

Customer Support Team Lead

Mitto AG

Jun 2021 - Dec 2022 (1 year 6 months)

Led 10 support specialists, managing staffing, performance, and mentoring. Acted as escalation point and led projects including SMPP server migration and Zendesk ticketing system implementation.

Team Leadership Zendesk SMPP Project Management Escalation Management Customer Support

Customer Support Executive

Mitto AG

May 2020 - Jun 2021 (1 year 1 month)

Configured and set up SMS services for 100+ business clients and onboarded customer and supplier accounts. Resolved 50+ escalations and complaints weekly in Zendesk while maintaining high customer satisfaction.

SMS Services Zendesk Customer Onboarding Escalation Resolution Troubleshooting

Customer Support Lead

GroundLink

May 2019 - Apr 2020 (11 months)

Managed bookings for VIP clients and distributed shift workload. Investigated and resolved complaints, trained and mentored new hires, and worked with IT on system quality assurance.

Customer Support Complaint Resolution Training Mentorship Quality Assurance