Natasa Sucic
@natasasucic
Program and project manager driving operational excellence and anti-fraud.
SerbiaWhat I'm looking for
I am a Program & Project Manager with hands-on experience leading 100+ people across Serbia, Bulgaria, and Malaysia, delivering operational improvements and scalable processes for high-traffic gaming services.
I drive measurable KPI improvements and product ownership for internal tools — I defined requirements, directed development, tested features, and managed rollouts for a Quality Management System that significantly reduced Team Lead QC time.
My background includes leading anti-fraud initiatives, translating behavioural research into detection rules that caught substantially more phishers while keeping false positives low, and saving significant monthly costs through optimized rules and processes.
I combine cross-functional leadership, coaching, and data-driven decision making to improve CSAT, reduce time-to-competency for new hires, and implement quality frameworks that scale in fast-paced, tech-centered environments.
Experience
Work history, roles, and key accomplishments
Program Manager
Player Support
Jun 2024 - Present (2 years)
Senior manager overseeing 100+ employees across multiple teams and regions, designed a Quality Control framework that improved CSAT from 3.2 to 4 and reduced weekly QC time per Team Lead from 12h to 5h.
Led anti-fraud initiatives that increased phishing detection by 78% while keeping false positives under 5%, saving approximately $40k/month through rule discovery, prioritization, testing and optimisation.
Part-time project lead for phishing detection and lead escalations, training and QA reviews that reduced mishandled cases by 10.73% and supported feature development with structured feedback.
Top-performing agent achieving CPH 7.5 and CSAT 4.3, delivered high-quality player support, identified customer needs and shared best practices to improve team performance.
Education
Degrees, certifications, and relevant coursework
Natasa hasn't added their education
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Availability
Location
SerbiaAuthorized to work in
Job categories
Skills
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