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Nikola Krstic

@nikolakrstic

Customer Support Manager at Melograno Venture Studios, improving chatbot routing to cut first response and resolution times by 15%.

Serbia

Message

At Melograno Venture Studios, I grew a team of customer support agents from five to eight by leading onboarding for an offsite team. I also updated chatbot workflows, reducing first response and first resolution times by 15%.

Previously, I led customer support and operations teams at Elementor, CallsU, Bet on Talent, and OIP - Outsource Insurance Professionals. I introduced performance reporting, scheduling, quality review, and SOP processes, and used Claude to create support documentation and resources.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Manager

Current

Melograno Venture Studios

Nov 2025 - Present (1 year)

Grew a team of customer support agents from 5 to 8, created chatbot workflows to improve routing efficiency, and utilized Claude for documentation and training. Established seniorities and career paths within the team.

Team Leadership Customer Support Operations Process Optimization chatbot workflows AI Tools: Claude Documentation Training Onboarding Career Development

Customer Support Team Lead

Bet on Talent

Jun 2025 - Jan 2026 (7 months)

Led a team of customer support agents in the online gaming industry across all shifts. Created schedules, daily reports, handled escalated cases, and implemented Slack automations for knowledge base and backlog tracking.

Team Leadership Customer Support Escalation Management Scheduling Reporting Slack Automation Knowledge Management

Global Shift Manager

Elementor

Jul 2021 - Nov 2025 (4 years 4 months)

Led a multilingual team of 40 customer support agents, ensuring service quality and operational efficiency across all timezones. Introduced performance reporting, scheduling systems, and ticket review processes.

SLA and KPI Management Quality Assurance Reporting and Analytics Scheduling Performance Management Team Leadership Workforce Management Customer Support Operations Process Optimization

Call Center Manager

CallsU

Jun 2024 - May 2025 (11 months)

Managed a team of 30 callers in multiple languages, implemented daily reporting and Tableau for data-driven decisions. Created salary invoices, knowledge base, and SOPs to streamline activities.

Call Center Management Team Leadership Performance Management Reporting and Analytics Tableau Process Optimization SLA and KPI Management Quality Assurance

AUW/Team Leader/Client Manager

OIP - Outsource Insurance Professionals

Nov 2017 - Jul 2021 (3 years 8 months)

Worked from Assistant Underwriter to Team Lead and Client Manager, leading a team of 35 processors handling insurance policy lifecycle tasks. Created trendline reports, standardized operating procedures, and negotiated deliverables with clients.