Experience

Kriptomat

• Estonia
• Financial Services
• 1 - 100 Employee

• • Aug 2020 - Present

  As a Payment Operations specialist, my main responsibilities include overseeing the daily operations of SEPA bank transfers, which includes managing deposits and withdrawals. I am also continually working on optimizing and automating these transfers to ensure maximum efficiency and productivity. I am responsible for managing the risk associated with credit and debit card transactions, including managing chargebacks and fraud alerts. This requires a keen attention to detail and a thorough understanding of industry best practices. I am also preparing detailed reports and statistics of our payment methods. Another important aspect of my role is maintaining ongoing communication with business partners. This involves working closely with other departments within the organization, as well as external partners, to ensure that all transactions are processed smoothly and efficiently.Aside from these day-to-day responsibilities, I am also building and maintaining the process taxonomy associated with Payment Operations. This includes identifying areas for improvement and implementing changes to ensure that our processes are able to meet the growing requirements of Payment Operations. This requires an understanding of industry trends and an ability to anticipate future needs.My role as a Payments Officer is challenging and rewarding, as it requires a combination of technical expertise, analytical thinking, and strong communication skills. Show less

• • Mar 2020 - Present

  As a member of the Compliance team, my responsibility is to implement anti-fraud measures to protect our users and service. This includes ensuring that we are compliant with all external regulatory and legal requirements, as well as internal policies.One of the key strategies that I have employed in my role is the implementation of various processes and tools to detect and prevent fraud. Through the use of sophisticated analytics and monitoring systems, we have been able to identify and mitigate certain types of fraud, particularly the most damaging types, with great success. In fact, through our efforts, we have managed to reduce these types of fraud by almost 100%.Our team is also continuously monitoring and evaluating new fraud trends, and adjusting our processes accordingly. This requires staying current with industry developments and emerging technologies. We also work closely with other teams within the organization, such as product and legal, to ensure that our measures align with their goals and objectives. Show less

• • Sep 2018 - Feb 2021

  As the former Head of Customer Support, I was responsible for building the customer support ecosystem and processes from scratch. This included developing and implementing a comprehensive knowledge base content that was easily accessible to customers in 20 different languages. This required a thorough understanding of the company's products and services, as well as the needs and concerns of our customers.Another key aspect of my role was providing direct customer support via email and chat on the website/app. I personally handled over 20,000 customer support cases with an 80% satisfaction rate. This required excellent communication skills, patience, and the ability to quickly and effectively resolve customer issues.As the company continually grew, I was also responsible for hiring and training new support personnel. This included ensuring that new hires had the necessary skills and knowledge to provide excellent customer service and support.In order to optimize the flow of customer support, I implemented a completely custom chatbot, which significantly reduced the number of cases handled by a live support agent by 50% and more than tripled the speed at which the cases were resolved. This greatly improved the overall customer experience and satisfaction with our company's support services. Show less

• • Mar 2018 - Mar 2020

  As a Marketing Content Manager, I was creating educational and informative content about cryptocurrencies, specifically in English and Slovenian languages. This included writing articles, blog posts, and other types of content that provided valuable insights and information for our target audience.In addition to writing content, I was also responsible for organizing translations of all types of content into 20 different languages. This required excellent coordination and project management skills, as well as a thorough understanding of the nuances of different languages and cultures.I also worked closely with the SEO team to increase website traffic by optimizing content for search engines. This included conducting keyword research, analyzing metrics, and making adjustments to improve the visibility and reach of our content.I was also responsible for managing various marketing campaigns and customer giveaways. This included analyzing results, determining the effectiveness of different strategies, and making adjustments to improve the impact and ROI of our campaigns.Another important aspect of my role was organizing and writing email campaigns. This included creating engaging content, designing visually appealing templates, and segmenting our email list to ensure that we were reaching the right audience with the right message. I also prepared and published social media posts, utilizing different platforms to engage with our target audience and drive website traffic.Furthermore, I was also responsible for writing and polishing the English version of web and mobile app content, translating it to Slovenian and organizing other translations. This required a deep understanding of the company's products and services, as well as the needs and concerns of our target audience. Show less



Jozef Stefan Institute

• Slovenia
• Research
• 400 - 500 Employee

• Student Internship

  • Mar 2016 - May 2016

  During my practical training at the Ljubljana Public Research Institute "Jožef Stefan", I was given the opportunity to work on an exciting and challenging project. I was entrusted with the design and control of a new robot body, which required the integration of two KUKA robot arms. This was a complex and demanding task that required a thorough understanding of both the mechanical and software aspects of robotics. To accomplish this task, I primarily used computer programs SketchUp and Simulink. SketchUp was used to design the robot body and its components, while Simulink was used to control the robot's movements and actions. This required a strong understanding of 3D modeling and simulation, as well as the ability to work with different types of programming software. Throughout the duration of my practical training, I was able to further my skills and knowledge in the field of robotics. However, as the project progressed, I came to realize that my interests were not as aligned with the field of robotics as I had initially believed. Despite this realization, I am grateful for the experience and the opportunity to work on such a unique and challenging project. At the end of my training, I had the option of continuing my studies at the institute and completing my diploma there, but I ultimately decided that my passion and interests lie elsewhere. Nevertheless, the experience I gained through this practical training were invaluable for my future career. Show less



CUK Kino Siska

• Slovenia
• Entertainment Providers
• 1 - 100 Employee

• Physical work

  • Sep 2008 - Aug 2013

  This was seasonal summer work where I was usually preparing the main concert hall for shows and performances. This included ensuring that the stage and seating area were properly set up and ready for use, as well as overseeing the assembly and disassembly of various concert rigs. I also assisted with general building maintenance work. This included tasks such as cleaning and maintaining the stage and seating area, as well as performing simple electrical work. Another aspect of my role was organizing the storage areas. This involved ensuring that all equipment and tools were properly stored and maintained, and that the storage areas were kept clean and organized. Show less



DALTO d.o.o.

• Physical work

  • May 2008 - Sep 2011

  Relocations, installation of windows and doors, transport of goods, etc. Relocations, installation of windows and doors, transport of goods, etc.