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Nikola Danilovic

@nikoladanilovic

Tier 2 Merchant Support Specialist at CCBill troubleshooting REST API integrations and payment issues, with ticket backlog reduced to fewer than 10.

Serbia

Message

What I'm looking for

I'm available for remote freelance and contract engagements.

At CCBill, I provide Tier 2 technical and operational support to merchants worldwide. I investigate payment-processing and transaction issues, troubleshoot REST API integrations, and coordinate with developers and internal teams on escalated cases.

I improved shift workflow through proactive prioritization and queue management, reducing the average ticket backlog from approximately 30 open cases to fewer than 10. I also mentor Tier 1 agents through technical guidance and knowledge sharing.

At Zovea Animal Health (formerly QS-Vets), I used Exact Online ERP and Airtable to manage operational data and workflows. I developed and documented complaints and returns procedures, including escalation paths and resolution follow-up.

Experience

Work history, roles, and key accomplishments

Current

Tier 2 Merchant Support Specialist

Current

CCBill

Nov 2020 - Present (5 years 10 months)

Provided advanced technical and operational support to merchants worldwide, investigating complex payment-processing, transaction, and merchant-account issues. Troubleshot REST API integrations and payment-processing errors, managed escalations, and mentored Tier 1 agents.

REST API troubleshooting Payment Processing Transaction Investigation Root Cause Analysis Technical Escalation Merchant Support Queue Management Mentorship Process Improvement

Supply Chain Operations Specialist

Zovea Animal Health

Jun 2023 - Aug 2026 (3 years 2 months)

Managed complex operational workflows involving international customers, suppliers, warehouses, and service providers. Used Exact Online ERP and Airtable for data accuracy and developed end-to-end complaints and returns procedures.

Exact Online ERP Airtable Operational Workflows Process Improvement Stakeholder Coordination Reporting

Customer Support Representative

Sitel

Apr 2020 - Nov 2020 (7 months)

Provided high-volume customer support for The Body Shop, assisting with customer inquiries, order issues, delivery concerns, and service requests. Investigated order-related problems and coordinated resolutions.

Customer Support Order Management Issue Resolution Communication Skills

VIP Customer Support Representative

GroundLink

Apr 2018 - Mar 2020 (1 year 11 months)

Delivered premium customer support for VIP transportation clients, managing bookings, service changes, escalations, and complex requests. Coordinated communication between customers, chauffeurs, and dispatch teams.

Customer Support Escalation Management Coordination Communication Skills