Marija Jovanović

Led daily team operations, coordinated workload and priorities, and managed team performance for the Social Chat project. Created operational documentation, SOPs, workflows, training materials, and internal tools, and conducted QA evaluations to ensure service quality.

Provided high-volume customer support via Live Chat and email, handling account, payment, verification, bonus, and platform-related inquiries. Investigated and resolved complex cases, coordinating escalations with internal teams.

Elected by colleagues to represent employees and advocate for their workplace rights and interests at branch level. Represented the local branch at union meetings and acted as a liaison between employees and the wider union structure.

Managed complex cases across medical assessment, pension payments, and official records, handling sensitive data with accuracy and confidentiality. Provided direct client support and coordinated with internal departments to resolve discrepancies.

Provided professional English to Serbian translation and localisation services for international and local clients, including medical, administrative, and specialised content. Managed end-to-end client communication and delivery.

Bachelor's degree in Agricultural Engineering with a focus on crop protection, plant health, pest and disease management, and sustainable agricultural practices.

Completed regulatory and compliance training covering AML/CTF, Responsible Gaming, GDPR, and data protection, including market-specific training for New Jersey, Malta, Italy, Spain, Denmark, and Sweden.

Completed a one-year professional program in JavaScript and full-stack web development, covering HTML5, CSS3, JavaScript, and web application development.