Marija Nikolovski

Transformed a large-scale knowledge ecosystem for a global delivery and logistics client, using Cursor and AI-assisted workflows to consolidate and modernize legacy articles and build standardized templates for more reliable agent information retrieval.

Supported enterprise conversational AI transformation by translating current-state journeys into future-state automated experiences, including conversation flows, intent mapping, escalation logic, and journey visualization in Voiceflow.

Led CX strategy for 8-10 enterprise customer-contact transformations, redesigning legacy IVR procedures into conversational AI agent and chatbot experiences for pharmaceutical customer inquiries. Defined business logic for complex AI journeys, led cross-functional design reviews, and synthesized VoC feedback to inform future-state designs.

Coordinated work across business and engineering teams, routing technical requests, tracking tickets through completion, and serving as a liaison between stakeholders and engineers.

Primary market research point of contact supporting Victoria's Secret, translating customer, marketing, and contact-center insights into recommendations for internal and client stakeholders. Conducted primary and secondary research to evaluate marketing effectiveness and customer response.

Used Nexidia speech-to-text analytics across B2B customer contacts to detect emerging trends, experience issues, and business risks, translating conversations into actionable intelligence. Monitored customer conversations during major hurricanes and the opioid crisis to surface emerging issues.

Represented Voice of Customer for new e-commerce initiatives, bringing customer data, contact-center insights, and frontline expertise into project planning and solution design. Led a three-agent pilot for in-house customer chat support and executed UAT for customer-service strategies.

Studied Marketing at the Farmer School of Business, Miami University, in Oxford, Ohio.