Danijela Stojkovic

CX Operations Lead @ Relay

About

I studied literary criticism to be a good thinker - I work in the tech industry to be a good doer. Currently in the world of B2B fintech, I’m passionate about creating engaging and reliable client experiences for inclusive and dynamic enterprises, and smart processes that bring out the best of teams.I thrive in environments where I can refine processes and work cross-functionally with people sharing my laser-focus on growth and service optimization.As a flexible thinker who always keeps the bigger picture in mind, my strongest skills are strategic analysis, cross-departmental stakeholder translation, and process management.

Country

Canada

City

Toronto

Industry

Information Technology & Services

Skill

Artificial Intelligence (AI), Project Management, Stakeholder Management, Cross-functional Team Leadership, Data Analysis, AI Productivity, KPI Implementation, Objectives and Key Results (OKRs), Workflow Management, Agile & Waterfall Methodologies, Metrics Reporting, Vendor Management, Account Management, Onboarding, Project Stakeholder Management, Operations Support, Team Leadership, Chatbot Development, Product Launch, Operations Process Improvement

Experience

CX Operations Lead

Relay

2026-6 - Present · 4 mos

Toronto, ON

Delivery Consultant - Tier 1 Lead

Level Access

2023-7 - 2026-6 · 3 yrs

- Spearheading development of AI-powered workflow improvements, including a document parsing tool to automate internal and external intake touch-points and a triage process Zendesk side-bar app, to streamline high-volume motions and improve data quality - Managing Intake operations and team, deploying and coordinating projects for global enterprise clients at the intersection of Customer Success and developer teams - Partners with Engineering, Sales, Customer Success, and Operations stakeholders to coordinate cross-functional delivery across technical projects, managing scope, communication, and escalation streams - Owns Tier 1 triage operations for a 6-person offshore team, managing SLAs, KPIs, and queue health across 150+ daily tickets - Co-designed the intake-to-delivery framework driving consistent 100% CSAT scores across two primary support platforms

Support Analyst

Level Access

2021-7 - 2023-7 · 2 yrs 1 mo

Toronto, ON

Support Analyst

eSSENTIAL Accessibility - Merged with Level Access

2021-7 - 2022-8 · 1 yr 2 mos

- Managed cross-functional escalation streams with Product, Engineering, and Client Services for complex enterprise requests - Managed end-to-end delivery of 60+ weekly projects across global enterprise clients in finance, tech, pharma, and entertainment - Co-developed standardized QA processes for distributed onshore and offshore teams, improving delivery consistency and efficiency - Analyzed ticket data and user patterns to surface improvement opportunities and inform resource allocation decisions

Bilingual User Success Agent

KOHO

2020-5 - 2021-7 · 1 yr 3 mos

Toronto, ON

- Built and optimized a custom chatbot achieving 99% engagement, 90% path completion, and 30% containment of 17,000+ monthly interactions - Product managed a vendor partnership onboarding 40 agents and scaling support capacity by 60% within a 6-week timeline - Owned escalation frameworks, QA, and bilingual content strategy while maintaining 91.7% CSAT across 600+ weekly contacts - Led structured onboarding and mentorship for 15 agents through a standardized buddy system

Editor

The Hart House Review

2019-11 - 2021-4 · 1 yr 6 mos

Merchant Operations Specialist - Partner Support

Ritual.co

2019-7 - 2020-4 · 10 mos

- Product owner for bilingual market expansion across Sales, Marketing, Engineering, and Onboarding - 50+ partners, 90% retention - Product managed a backend menu optimization tool from conception to company-wide adoption, exceeding performance targets by 12% - Maintained a 95% merchant satisfaction score while leading the largest North American regional support pod