Gordana Warga

Experience

• 

  Meta

  Head of Global Support for Kustomer at Meta

  Jan 2022 - Aug 2023

  Meta builds technologies that help people connect, find communities, and grow businesses with apps like Messenger, Instagram and WhatsApp.

  • Led Global Technical Support including support operations, enablement and community functions for the Kustomer product. Introduced a one-to-many support program and strengthened the foundation of the team via a formal QA process and an advanced enablement
  • Rolled out a one-to-many support program using Insided to create a Customer Community to reduce overall issue volume by 10% in the first 3 months.
  • Created a formal agent QA process to review team quality; achieved an average score of 95%.
  • Introduced Subject Matter Expert (SME) Training to reduce issue effort by 34% (from 62 to 41min). Increased team confidence with one of our more complicated issue types, by 78%.
  • Partnered with the Product and Engineering to advocate for the release of enhancements which reduced the volume from those issues by over 40%.
  • Improved ticketing system automation to allow for real-time chats with customers which led to a 50% improvement in response times.
  • Established an Apps Creation program to help grow the team’s knowledge and facilitate ongoing partnership with external teams leading to a 15% increase in Apps and reduced issue volume for 2 specific issues by over 60%.
  • Introduced formal Level 2 and 3 escalation paths creating a feedback loop into SME Training and KB Content Creation initiatives, which increased agent productivity by 20% without reducing quality or causing burnout.
• 

  Kustomer

  Director, Global Technical Support

  Mar 2020 - Feb 2022

  Kustomer helps businesses grow by delivering exceptional customer service via phone, email, chat, text, social, messaging and more. Kustomer enables fast, personalized, and efficient customer and agent experiences using complete customer visibility, seamless omnichannel conversations, intelligent automation and easy, no-code customization to adapt to change. See why growing brands use Kustomer to build the enduring customer relationships that drive better business results at http://ow.ly/UZ5X50HV0ov

  • Led the dramatic turnaround of the Technical Support organization, which won a Bronze Stevie® Award for Sales & Customer Service out of more than 2,300 nominations. Support became the leading positive category in the (VOC) survey with 72% of respondents saying they were likely to recommend our product based on the quality of support they received. Grew the team by 71% including regional managers, global coverage, support operations and enablement functions.
  • Introduced standardized metrics and met or exceeded targets as follows: Initial Response Time (Target 1 hour; Achieved 20 min) Resolution Time (Target 2 Business days; Achieved 1.7 Business Days); CSAT (Target 4.5; Achieved 4.9). Resolution Time started at 4 weeks and was reduced to 1.7 Business Days.
  • Increased CSAT by 21% (from 77 to 98) exceeding the ASCII CSAT benchmark for software.
  • Reduced ramp up time by 83% from 6 months down to 1 by improving new hire selection and on-boarding.
  • Reduced client escalations on support issues by 98% and First Response Time by 50% with an overhaul of the ticketing system including enhanced automations and integration into Salesforce and Strikedeck.
  • The VOC survey category for customer training improved by 30% due to the introduction of a support webinar series, which increased agent expertise level and reduced repetitive questions from customers.
  • Improved team morale by 45% based on employee engagement survey results and maintained morale and productivity throughout the Meta acquisition, which took 2 years to complete due to regulatory review.
• 

  TRG Screen

  Global Head of Customer Success and Support

  Sep 2017 - Apr 2020

  TRG Screen is the leading provider of software used to monitor and manage subscription spend & usage across the entire enterprise. TRG Screen is uniquely positioned to offer the full spectrum of enterprise subscription management capabilities across: ► Spend management – Optimize Spend (inbound licensing) ► Usage management – ResearchMonitor (online resources, applications & terminals) & XMon (data feeds) ► Enquiry & workflow – Quest ► Exchange compliance & reporting – AXON ► Revenue management – INFOmatch (outbound licensing) ► Specialist consulting services, managed services & events TRG Screen is differentiated by its ability to comprehensively monitor both spend on & usage of data and information services including market data, research, software licensing, and other corporate expenses to optimize enterprise subscriptions, for a global client base. TRG Screen’s clients realize immediate ROI and significant long-term cost savings, transparency into their purchased subscriptions, workflow improvements and a higher degree of compliance with their vendor contracts. Our global client base consists of more than 750 financial institutions, law firms, professional services firms and other blue-chip enterprises that jointly manage more than $9.6 billion of subscription spend using TRG Screen’s software solutions. TRG was founded in 1998 by a group of financial technology executives passionate about helping firms manage their high value data subscriptions. In October 2016 TRG acquired Priory Solutions adding powerful usage tracking solutions to our portfolio of solutions. We further strengthen our position as a market leader in enterprise subscription spend management when TRG acquired Screen Group in January 2018. In June 2019 Axon Financial Systems, the leading provider of exchange policy and compliance solutions, joined the TRG Screen family. Enterprise Subscriptions Optimized! www.trgscreen.com Twitter: @trgscreen

  • Led the global Customer Success Organization including client services, account management, technical support functions and product QA. Responsible for providing world class customer experience across 6 products. Worked closely with sales, operations, product, and technology leadership to ensure clients are realizing maximum value from TRG’s solutions. Focused on building and scaling a high-performance global team and implementing tools and processes to drive efficiency and quality. Reported directly to the CEO and CRO.
  • Reduced the Backlog (tickets older than 30 days) by 50% and Duration by 45% by refocusing efforts on reactive first then proactive support.
  • Introduced KPIs for Customer Support and Customer Success and tracked progress to these metrics with notable improvements within the first 6 months. Overall unsolved tickets went down by 6%, Escalations were reduced by 50%, CSAT went up to 98%, client retention was maintained at 98%.
  • Standardized new hire training across products to reduce ramp up time by 75% (from 12 months down to 3).
  • Created a continual client feedback loop via yearly surveys, ticket surveys at closure and user group check-ins so the data could be acted on quickly and incorporated into Client Health Scores consistently.
  • Spearheaded efforts to improve hosted systems monitoring which reduced outages by 80%.
  • Standardized QA testing across 5 products which reduced bugs found after release by 30%.
  • Initiated trend reporting and identified product issues affecting clients; reduced reactive tickets by 35%.
  • Relocated the Minneapolis office to a more central location which improved team morale.
• 

  Reval

  Senior Client Services Manager

  Aug 2015 - Oct 2017

  Companies are not static. Neither are their treasury departments. New markets or acquisitions mean increasing complexities – new regulatory requirements, more banks, more currencies, more asset classes, and more risk. With Reval, treasuries can easily adapt to their changing environments, managing treasury and risk seamlessly in the cloud. Reval is an ION Treasury product. ION Treasury is the largest provider of treasury and risk management solutions in the world. Its solutions are designed to meet the needs of organizations with varying complexities and at different stages of technology adoption. With over 1,250 clients in more than 30 countries, ION Treasury is also a powerful community shaping the global treasury landscape. ION Treasury is a division of ION. Want to know more? Visit treasury.iongroup.com or contact us at treasury-info@iongroup.com

  • Identified areas of operational improvement and initiated programs that encouraged teamwork and knowledge sharing to achieve increased customer retention, reduced costs, and enhanced profitability. Analyzed global metrics to determine staffing needs. Mentored and coached between 7 direct and 15 indirect reports across 4 locations for the Cash Services and Client Support teams to continually improve performance and increase client satisfaction.
  • In Cash Services, client escalations decreased by 70% for projects and 50% for cases, over a 6-month period. Case effort decreased by 5% and duration by 22%.
  • In Support, developed and implemented a new case management process using Salesforce dashboards, that improved analyst productivity by 45% and reduced client escalations by 14%. Cases were distributed more evenly across the global team, resulting in faster turnaround for clients and a decrease in duration of 41%. Overall client satisfaction increased by 6% while case volume continued to increase by 27%.
  • Reduced ramp up time of new hires by 67%, allowing new members to be productive in 3 months vs. 9.
  • Received buy-in from Sr. Management without a designated budget or funding, to implement a new phone system which reduced complaints about phone availability by more than 60%.
  • Introduced certification for Custom Reporting and Query issues which increased available agents for these issue types by 84% (from 4 to 25) and cleared the backlog of requests back to 2014.
  • Increased operating efficiencies by separating responsibilities so that Cash Services could focus solely on projects while Client Support took on cases. This created a single point of contact for clients, reducing escalations for Cash Services cases by more than 90%, reducing escalations for Cash Services projects by 90% and increased productivity and capacity for the Cash Services team by 40% due to their increased focus on projects.
• 

  Capital IQ

  Senior Client Service Manager, Research Acquisition and Distribution

  Oct 2011 - Sep 2015

  S&P Global (NYSE: SPGI) provides Essential Intelligence. We enable governments, businesses and individuals with the right data, expertise and connected technology so that they can make decisions with conviction. From helping our customers assess new investments to guiding them through sustainability and energy transition across supply chains, we unlock new opportunities, solve challenges and Accelerate Progress for the world. We are widely sought after by many of the world’s leading organizations to provide credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets. With every one of our offerings, we help the world’s leading organizations plan for tomorrow, today. For more information, visit www.spglobal.com. Our divisions include: – S&P Global Market Intelligence partners with customers to broaden their perspective and operate with confidence by bringing them leading data sources and technologies that embed insight in their daily work. – S&P Global Ratings offers critical insights for credit, risk and sustainable finance solutions that are essential to translating complexity into clarity, so market participants can uncover opportunities. – S&P Global Commodity Insights enables organizations to create long-term, sustainable value with data and insights for a complete view on the global energy and commodities markets. – S&P Global Mobility turns invaluable insights captured from automotive data to help our clients understand today’s market, reach more customers, and shape the future of automotive mobility. – S&P Dow Jones Indices provides iconic and innovative index solutions, bringing transparency to global capital markets. – S&P Global Engineering Solutions solves for tomorrow’s challenges today by transforming workflows and end-user experiences with data, insights and technology.

  • Created a strategic roadmap and led the dramatic turnaround of Global Investments Research Entitlements Team to successfully ensure clients had access to appropriate content from over 1,200 brokers such as UBS, Credit Suisse, and JP Morgan. Strengthened client, sales team, and broker relationships by becoming investment research entitlements SME, showing genuine interest in improved partnering practices, traveling to meet with clients and teams in person, and repositioning the team to provide a balanced approach to support. Managed 20 direct reports in 6 locations globally.
  • Reduced escalations by 75% and case duration by 50% by implementing a ticketing system that improved accountability and clearly defined processes and procedures, allowing for 98% SLA compliance.
  • Introduced a global training and certification initiative to improve knowledge consistency across regions reducing issue duplication by 50%.
  • Initiated Voice of the Customer program and surveyed S&P Capital IQ clients to understand platform usability and identify areas of improvement.
• 

  Capital IQ

  Senior Manager - Client Support

  Aug 2010 - Nov 2011

  S&P Global (NYSE: SPGI) provides Essential Intelligence. We enable governments, businesses and individuals with the right data, expertise and connected technology so that they can make decisions with conviction. From helping our customers assess new investments to guiding them through sustainability and energy transition across supply chains, we unlock new opportunities, solve challenges and Accelerate Progress for the world. We are widely sought after by many of the world’s leading organizations to provide credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets. With every one of our offerings, we help the world’s leading organizations plan for tomorrow, today. For more information, visit www.spglobal.com. Our divisions include: – S&P Global Market Intelligence partners with customers to broaden their perspective and operate with confidence by bringing them leading data sources and technologies that embed insight in their daily work. – S&P Global Ratings offers critical insights for credit, risk and sustainable finance solutions that are essential to translating complexity into clarity, so market participants can uncover opportunities. – S&P Global Commodity Insights enables organizations to create long-term, sustainable value with data and insights for a complete view on the global energy and commodities markets. – S&P Global Mobility turns invaluable insights captured from automotive data to help our clients understand today’s market, reach more customers, and shape the future of automotive mobility. – S&P Dow Jones Indices provides iconic and innovative index solutions, bringing transparency to global capital markets. – S&P Global Engineering Solutions solves for tomorrow’s challenges today by transforming workflows and end-user experiences with data, insights and technology.

  • Collaborated with TheMarkets.com Migration Team to guarantee successful transition of client support from TheMarkets.com Client Support Team to the S&P Capital IQ Client Service Team during acquisition. Retrained team members and modified processes to minimize client impact. Tracked and reported migration progress during weekly meetings.
  • Provided extensive training on TheMarkets.com platform, managed changes to telephone routing services, and oversaw revisions of TheMarkets.com site.
  • Initiated Voice of the Customer program and surveyed S&P Capital IQ clients to better understand platform usability and identify areas of improvement.
  • Implemented second-level support strategy to field questions that Client Services Team was unable to answer to further ease transition and reduce client impact.
• 

  TheMarkets.com

  Manager - Client Support

  Feb 2007 - Sep 2010

  TheMarkets.com delivers research, estimates and broker data from hundreds of brokers to leading institutional investors worldwide. It is the industry's fastest-growing source for critical information to support investment decision-making. TheMarkets.com boasts a client list of over 2400 investment management firms in 51 countries, including two-thirds of the 100 largest asset managers and three-quarters of the 100 largest hedge funds. And, we're hiring! Email hr@TheMarkets.com to learn about available positions in our New York and London offices.

  • Led the global client support team supporting thousands of clients to achieve 98% customer satisfaction rating. Remained on call 24/7 to resolve escalated issues and make critical decisions regarding platform maintenance mode. Liaised between Sales, Technology, and Product Teams to proactively identify issues and improve turnaround time for our clients. Provided insight regarding call volume, client issues, and outages to upper management via bi-weekly reports. Spearheaded efficiency initiatives and training programs to position department as front line for service requests. Managed five direct reports in the US and UK. Reported to Global Head of Sales.
  • Built the client support team from the ground up, which allowed for greater control of the customer experience and became a product selling feature, leading to the addition of a specialized support concierge line for VIPs.
  • Evaluated multi-million-dollar vendor support contracts and provided recommendations to senior management.
  • Created dashboards and reporting to identify trends and recurring issues, which allowed the team to provide adequate coverage at peak times and decrease turn-around time resulting in greater customer loyalty.