Summary
Overview
Work History
Skills
Accomplishments
Languages
Timeline
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Natalija Trailovic

Harkaway,VIC

Summary

Adept at operations management and fostering stakeholder relationships, I excelled at Thryv by enhancing operational efficiency and implementing quality control measures. My problem-solving abilities and strategic planning led to improved performance outcomes and compliance, significantly contributing to project success and stakeholder satisfaction.

Strategic leader with deep expertise in driving business growth and fostering positive outcomes. Demonstrates strong ability to navigate complex challenges and deliver impactful results. Adept at building collaborative environments and leveraging analytical skills to meet evolving demands. Recognized for exceptional communication, leadership, and problem-solving abilities.

Experienced with overseeing complex operational functions and implementing process enhancements. Utilises leadership skills to drive team collaboration and meet organisational benchmarks. Knowledge of strategic planning for optimal operational performance.

Overview

6
6
years of professional experience

Work History

Senior Sales Operations Partner - Enterprise

Thryv
05.2021 - Current
  • Provided outstanding service to all individuals, promoting effective, and lasting business and stakeholder relationships.
  • Achieved successful client outcomes by identifying and addressing their unique needs and goals.
  • Monitored employee performance and provided critical feedback on areas of improvement.
  • Spoke with peers to verify task completion, meeting tight deadlines, and schedules.
  • Oversaw business unit's day-to-day administrative operations, provided guidance to support staff and enforced compliance across organisational channel.
  • Negotiated settlements, achieving mutually satisfactory resolutions for clients involved in disputes.
  • Developed and implemented strategies to enhance key account client outcomes.
  • Prepared and presented reports on status of projects and initiatives.
  • Collaborated with a diverse team of professionals to develop innovative solutions for complex contract, billing and product issues.
  • Crafted comprehensive risk management strategies, protecting business from potential complaints and vulnerabilities.
  • Implemented rigorous quality control measures, ensuring highest standards of service delivery.
  • Streamlined and orchestrated operational processes, improving accuracy and efficiency across the Enterprise channel
  • Management of Enterprise Group process and quality adherence
  • Management of bespoke contracts, billing and reporting
  • Fostered collaborative work environment, encouraging cross-functional teams to achieve common goals.

Enterprise Process, Workflow & Delivery Lead

Thryv
12.2018 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Management of Enterprise process & quality adherence
  • Management of bespoke contracts, billing and organisational reporting
  • Management of product activation
  • Supervised Enterprise operations and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Cross team collaboration around credit governance system automation, minimising risk and compliance
  • Collaborated with multi-disciplinary teams to ensure effective product launches
  • Key stakeholder in systems migrations ensuring minimal impact to clients, revenue loss and customer churn
  • Implemented quality control systems to boost overall product consistency and reliability.
  • Assisted in recruiting, hiring and training of team members.
  • Assisted in automating NPS

Operational Specialist

Thryv
08.2018 - Current
  • Conducted comprehensive risk assessments to proactively identify potential issues and develop mitigation strategies accordingly.
  • Optimised resource allocation by assessing project needs and assigning tasks based on individual skills and availability.
  • Streamlined operational processes by identifying inefficiencies and implementing targeted improvements.
  • Collaborated with stakeholders to define project scope, objectives, deliverables, and success criteria for optimal results alignment.
  • Analyzed performance metrics regularly to identify areas requiring improvement or adjustment in strategy.
  • Trained junior staff members on company policies, procedures, and best practices to ensure consistent performance across the team.
  • Facilitated knowledge sharing among team members by organizing workshops, presentations, and training sessions on relevant topics.
  • Maintained compliance with industry regulations and internal guidelines through rigorous quality control measures.
  • Developed strong relationships with cross-functional teams to ensure seamless coordination of projects and tasks.
  • Oversaw all activities relating to the offshore team, which included: customer email triage, account activation, account tailoring, Salesforce channel assignment, live chat, and washing files for campaign purposes

Skills

  • Problem-solving
  • Operations management
  • Customer service
  • Operations monitoring
  • Operational efficiency
  • Decision-making
  • Planning and implementation
  • Project management
  • Operations oversight
  • Policies and procedures implementation
  • Performance monitoring
  • Maintaining compliance

Accomplishments

  • Was nominated and awarded for the prestigious High Achievers Award (under 5% of the entire workforce) for employee excellence in 2022
  • Achieved less than 1% in customer complaints and credits year on year through a developed framework of accuracy and consistency
  • Successful large scale migration of customers from a legacy platform to Thryv platform with no churn and no customer billing impacts

Languages

English
Native or Bilingual
Croatian
Native or Bilingual
Serbian
Native or Bilingual
Italian
Native or Bilingual

Timeline

Senior Sales Operations Partner - Enterprise

Thryv
05.2021 - Current

Enterprise Process, Workflow & Delivery Lead

Thryv
12.2018 - Current

Operational Specialist

Thryv
08.2018 - Current

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Natalija Trailovic