Morana K.

I have spent 20 years building and running customer support and service operations, mostly in environments where nothing was handed to me ready-made. I design processes from scratch, write SOPs that teams actually follow, set up quality frameworks, and make sure the right people have the right information at the right time. Most recently I have been running a 7-country operations standardisation project at a global BPO, managing enterprise support accounts, and building the kind of documentation and workflows that hold up under real conditions. Before that, banking and insurance in Zagreb, where I led a contact centre, built internal knowledge bases, and managed a 50+ person team across multiple service lines. I work well with founders and small teams who are scaling support and do not yet have the structure they need. I can audit what you have, design what you are missing, and document it in a way your team can actually use. EU timezone. C2 English. Available for project work and longer-term contracts.