Certified in customer experience and backed by 15+ years of hands-on leadership across retail and B2B, I lead Operations at Leanpay, a high-growth fintech delivering flexible payment solutions. My work sits at the intersection of CX, operations, and technology, where I build scalable systems that turn ambiguity into structured, accountable execution.
I specialize in aligning performance metrics, cross-market processes, and digital capabilities to drive measurable customer and business outcomes. From Slovenia to Romania and Hungary, I’ve led Leanpay’s CX evolution across diverse markets, user bases, and regulatory environments.
What I deliver:
- CSAT up by 17pts in our most mature market through journey redesign, smarter survey timing, and improved agent workflows.
- CRM transformation: Rolled out Salesforce, Dynamics, and HubSpot integrations, automating customer ID and history tracking - cutting resolution time by 40%.
- AI-powered support: Launched Leanpay’s virtual agent “Lea” using GPT and HubSpot's chatbot, delivering 24/7 Tier 1 support and lowering cost-per-ticket.
- Voice of Customer (VoC) at scale: Built structured VoC reporting for three markets, bridging the gap between Operations, Product, and Marketing.
- ISO-aligned quality management: Designed and implemented QMS frameworks that ensure consistency and control across countries and teams.
I lead with clarity, act with urgency, and build with a mindset of scale. Whether it's launching new CX initiatives or refining operational controls, I bring cross-functional teams together around one goal: designing experiences that customers trust - and choose again.
