Maja Burkanovic

Lead a distributed Customer Success team of ~10 agents, managing daily workloads, support queues, escalations, and coaching based on KPIs including CSAT, SLA achievement, response/resolution time, retention, conversions, and ticket volume. Implemented an employee-feedback initiative that reduced reported stress-related burnout by 50% and redesigned onboarding with live shadowing and structured lea

Lead a distributed Customer Success team of approximately 10 agents, coordinating daily workloads, support queues, escalations, and performance priorities. Monitor KPIs including CSAT, SLA achievement, response time, resolution time, retention, conversions, and ticket volume to identify performance gaps and guide coaching.

Conduct regular one-on-one meetings, deliver individualized feedback, and

Provided technical Customer Success support in English to international customers through live chat and ticketing in a high-volume web-hosting environment. Achieved a 95% first-contact resolution rate while managing an average of seven net customer conversations per hour and maintaining a 15.46-minute average handling time.

Resolved Level 1 and Level 2 issues involving email services, DNS, domai

Resolved complex and escalated software, hardware, connectivity, and operational issues involving NCR Aloha point-of-sale systems used by major restaurant chains, including McDonald’s, Burger King, and Popeyes. Achieved a 4.9/5 customer satisfaction score by combining technical accuracy with clear, step-by-step customer guidance across phone, chat, email, and ticketing channels.

Mentored and onb

Completed a one-year Co-op Diploma in Hospitality Management in Vancouver, British Columbia, combining coursework with practical restaurant experience. Explored how hospitality software and digital tools can improve operational efficiency and customer service.

Completed a one-year Co-op Diploma in Hospitality Management at Arbutus College in Vancouver, British Columbia. Combined academic coursework with practical restaurant experience to understand internal operations, service workflows, and team coordination. Explored how hospitality software and digital tools can support employees, improve operational efficiency, and deliver faster customer service. C

Supported a professor in conducting research on the efficiency of Bosnia and Herzegovina’s education system by collecting and organizing data, entering datasets into SPSS, and assisting with statistical analysis.

Supported a professor by collecting and organizing research data on the efficiency of Bosnia and Herzegovina’s education system, entering datasets into SPSS, and assisting with statistical analysis.