Summary
Overview
Work History
Education
Skills
Extracurricular Activities
Timeline
Generic
NEVENA ZVIZDIĆ

NEVENA ZVIZDIĆ

Support And Growth Operations Analyst
Belgrade

Summary

Detail-oriented and data-savvy Support Operations Analyst with experience in data reporting, process optimization, and cross-functional collaboration. Proven track record in delivering actionable insights, improving reporting workflows, and supporting strategic decision-making. Adept at Excel, Zendesk, and managing multiple stakeholders across fast-paced, international environments

Overview

6
6
years of professional experience
5
5
years of post-secondary education
3
3
Languages

Work History

Operations Support Analyst

Gooten Inc.
04.2023 - Current
  • Led end-to-end operational reporting and analysis across multiple teams, creating recurring and ad-hoc reports (weekly, monthly, quarterly) to support decision-making, performance tracking, and partner/client insights.
  • Analyzed financial, production, and customer service data to identify trends, inefficiencies, and opportunities for improvement; delivered actionable insights to stakeholders across departments.
  • Produced and presented partner- and vendor-specific reports for enterprise clients, aligning service metrics with contractual expectations and ensuring high satisfaction.
  • Owned escalations and QA processes, conducting root cause analysis and implementing controls to improve quality, reduce errors, and support risk mitigation.
  • Managed cross-functional collaboration with Finance, Operations, and Product teams to align reporting, resolve discrepancies, and enhance workflow efficiency.
  • Created and maintained internal documentation and SOPs, ensuring data accuracy, policy alignment, and seamless onboarding for new team members.
  • Supported systems optimization and reporting improvements in Zendesk and Excel using pivot tables, formulas, and advanced filtering techniques.
  • Worked on Zendesk automation setup, including triggers, macros, and workflows to streamline ticket handling; spearheaded the implementation of live chat, coordinating with product and support teams to ensure smooth rollout and adoption.

Growth Operations Analyst

Gooten Inc.
09.2023 - 08.2024
  • Supported Account Managers and partners with daily operations, ensuring smooth project execution and customer satisfaction.
  • Gained deep familiarity with Gooten's platform, vendor capabilities, and quality processes.
  • Handled partner communications, technical troubleshooting, and data tracking using CRM tools and APIs.
  • Contributed to process improvements and partner enablement initiatives.

Partner Support Specialist

Gooten Inc
07.2021 - 04.2023
  • Handle Partner-relation problems promptly and appropriately, escalate issues according to established procedures
  • Maintain high-level Customer satisfaction by clarifying Partner needs and ensuring that they are met
  • Assist with placement of orders, refunds, or exchanges
  • Prioritize workload to ensure SLA goals and KPIs are met consistently
  • Provide accurate, complete, and empathetic email responses about the products and services Gooten offers
  • Work collaboratively across multiple teams to solve partner issues

Technical Support

Sitel SBA
10.2020 - 06.2021
  • Diagnose and resolve technical hardware and software issues and guide users through step-by-step solutions
  • Troubleshoot website and technology issues on behalf of our users and internal teams
  • Handled complaints, and provided appropriate solutions and alternatives within the time limits

Marketing Assistant

All For Her
05.2019 - 07.2020
  • Performed researches and produced concise summaries
  • Worked with senior management to launch new projects and campaigns; support marketing executives in organizing various projects
  • Created HTML and WordPress pages
  • Produced accurate office files, updated spreadsheets, and crafted presentations
  • Assist in the organizing of promotional events and traditional or digital campaigns and attend them to facilitate their success
  • Compose and post online content on the company's website and social media accounts
  • Managed external contacts for the CEO and kept track of periodic communication needed for priority contacts.

Education

Bachelor of Arts - Oriental studies: Arabic language, literature and culture

University of Belgrade, Faculty of Philology
Belgrade, Serbia
04.2013 - 01.2018

Skills

Data Analysis & Reporting: Thoughtspot, Tableau, Pivot Tables, Advanced Excel

Analytical thinking and root cause investigation

MS Office proficiency

Process Optimization & Incident Management

Partner & Vendor Relationship Management

CRM Outreach & Client Communication

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Extracurricular Activities

Theatre Levo, actress & producer

Executive Group, Marketing Intern

Autor Film Fest, Promo & Organization Team (2016, 2017, 2018, 2019, 2021)

 Assisting with and organizing press conferences, festival openings, and closings, special screenings, and premieres, Creative and logistical planning of the events, managing event activities and ensuring their adequacy and feasibility

Timeline

Growth Operations Analyst

Gooten Inc.
09.2023 - 08.2024

Operations Support Analyst

Gooten Inc.
04.2023 - Current

Partner Support Specialist

Gooten Inc
07.2021 - 04.2023

Technical Support

Sitel SBA
10.2020 - 06.2021

Marketing Assistant

All For Her
05.2019 - 07.2020

Bachelor of Arts - Oriental studies: Arabic language, literature and culture

University of Belgrade, Faculty of Philology
04.2013 - 01.2018

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