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Tatjana Ilic

@tatjanailic

Customer Support Manager at Wolt, developing Team Leads and improving support performance through KPI-driven action plans.

Serbia

Message

At Wolt, I manage Team Leads and their support teams, with responsibility for end-to-end operational delivery. I’m the main client contact for performance updates, operational insights, priorities, and improvement plans.

I develop Team Leads through structured coaching and performance reviews. I track CSAT, SLA, AAFRT, HT, TPH, and Refund Adherence, turning trends into targeted actions and follow-up.

At Foundever, I managed teams of up to 30 agents and was promoted after leading a Quality Improvement Project focused on customer experience and a new quality framework. Earlier roles there gave me a foundation in operations, escalation handling, and team supervision.

Experience

Work history, roles, and key accomplishments

Current

Support Manager

Current

Wolt

Jan 2026 - Present (10 months)

Promoted from direct agent leadership to managing Team Leads and their support teams, expanding responsibility from individual performance to end-to-end operational delivery. Act as the main point of contact for the client, providing performance updates and operational insights.

CSAT SLA AAFRT TPH Refund Adherence Team Leadership Coaching Performance Management Stakeholder Management Workforce Management Quality Assurance

SSC Support Team Lead

Wolt

Sep 2025 - Dec 2025 (3 months)

Led a team of 20 customer support agents in a high-performance SSC environment. Managed and optimized CSAT, DSAT, FRT, HT, LRTC, TTR and TPH through structured reviews, coaching and targeted action plans.

CSAT DSAT FRT LRTC TTR TPH Team Leadership Coaching Performance Management Cross Functional Collaboration Customer Experience

Team Manager

Foundever

Oct 2021 - Jul 2025 (3 years 9 months)

Managed a team of up to 30 agents, consistently working toward KPI and quality targets. Improved performance through structured coaching, mentoring and development plans.

KPI Tracking CSAT Productivity Quality TPH Coaching Mentorship Performance Management Reporting Quality Improvement

Junior Team Manager

Foundever

Jan 2017 - Dec 2021 (4 years 11 months)

Progressed through Junior Team Manager, Team Lead, Senior Agent and Customer Service Agent roles, building a strong foundation in operations, escalation handling and team supervision.

Operations Escalation Handling Team Supervision