Jovana Duricic

Payment Partnerships and Relationship Management

• Established and nurtured strong partnerships with 10+ payment processors, banks, and solutions providers to ensure optimal performance and support.
• Negotiated contracts with payment providers, securing competitive pricing and favorable terms for recurring subscription business models.

Merchant Account Onboarding and Contract Negotiation

• Successfully managed onboarding of merchant accounts, ensuring compliance with KYC and AML regulations across multiple digital verticals.
• Coordinated gateway deployment, contractual matters and compliance requirements to meet the company standards.

Risk Management and Monitoring

• Implemented robust risk mitigation strategies, including fraud detection and chargeback monitoring, ensuring the health of merchant accounts.
• Maintained PSP success by completing all compliance and account verification requirements and deploying risk mitigation & chargeback prevention solutions.

Chargeback Management and Automation

• Designed and implemented automated chargeback defense workflows, significantly reducing cost and manual effort up to 80%.
• Developed and maintained comprehensive chargeback documentation and processes to streamline dispute resolutions.

Billing Operations and Issue Resolution

• Monitored billing operations and proactively identified and resolved alerts and potential issues, ensuring seamless payment workflows.
• Spearheaded process improvements to enhance operational efficiency and reduce costs.

Partnership Development

• Led strategic initiatives to develop partnerships within the payments industry, driving business growth and operational scalability.
• Keeping abreast of payment trends and opportunities to optimize the company’s payment processing ecosystem.

Stakeholder Collaboration

• Effectively managed cross-functional coordination with internal teams and external stakeholders to ensure alignment on payment strategies.
• Led process improvement initiatives, enhancing productivity and fostering collaboration across departments.

Industry Knowledge and Continuous Learning

• Developed and maintained a deep understanding of industry trends, emerging payment technologies, and best practices to stay ahead in a competitive market.
• Applied insights to improve payment solutions, ensuring compliance and operational excellence.
  

• Improved customer satisfaction and retention by addressing and resolving complex issues in a timely manner.
• Over-delivered on qualitative (QA 98%) and quantitative metrics (70 tickets per hour).
• Optimized internal processes and knowledge base.
• QA of CS team's responses to ensure key KPIs such as 20 tickets per hour and 90% QA are met.
• Facilitated successful onboarding experiences of new hires by providing comprehensive training and support materials.
• Championed a customer-centric mindset (based on customer feedback) within the company by consistently advocating for clients' best interests.

• Assisted in the development of comprehensive digital marketing plans aligned with client's goals and objectives.
• Ensured consistent branding across all digital platforms, strengthening clients' online presence.
• Conducted market research and competitor analysis to inform search marketing strategies.
• Established strong relationships with the press through regular communication and cooperation.
• Organization of various theatrical and musical events, coordination of marketing activities and media promotions.
• Organization of City of Belgrade New Year's celebration event ''Fairytales' Square''

• Assisted in the preparation of monthly financial statements for timely and accurate reporting to management.
• Managed accounts payable and receivable, ensuring timely processing of invoices and payments.
• Employee onboarding conducted according to company standards.
• Payroll processing for 4 businesses with 100+ domestic and international employees.
• Organization of cultural activities and employee events to foster team spirit and inter-cultural immersion.