Jelena Miloradic

Operations & Systems Lead

Served as Head of Operations for a globally incorporated nonprofit (UK/US/South Africa), owning end-to-end operational structure across finance, fundraising, technical, and production. Designed SOPs and compliance policies, implemented Salesforce Nonprofit Cloud and Pardot (reducing platform costs ~20%), and improved recurring donor conversion by ~50% through the Fundraise Up rollout.

Operations ManagementSOP DevelopmentCompliance PoliciesNonprofit CloudPardotCRM ImplementationAI Payments RolloutVendor Assessment

Operations & Delivery Consultant

Supported operational budgeting, vendor management, and multi-programme delivery across animal welfare and community development initiatives across South Africa, Zambia, and the Democratic Republic of Congo. Built SOPs and operational guidelines, implemented collaboration systems (Slack/CRM), led data migration, and acted as an operational liaison for website development and rollout.

Vendor ManagementSOP DevelopmentSlackData MigrationStakeholder Management

Customer Success & Ops Manager

Owned operations for a B2B partner ecosystem, managing onboarding, integration delivery, success, and offboarding for 20+ enterprise clients across SDK and API integrations. Built and scaled CSM SOPs and onboarding frameworks, deployed Zendesk support infrastructure during a rebrand, and used support metrics and partner feedback to inform engineering prioritisation.

Enterprise OnboardingSDK API Integration DeliveryCustomer Success OperationsZendeskWorkflow Design

Client Experience Specialist

Supported B2B clients through onboarding and adoption of platform updates to improve product utilisation and client experience. Synthesised customer feedback into structured insights for product and engineering, and created customer-facing guides and internal documentation to improve support consistency and knowledge sharing.

Client OnboardingKnowledge SharingPlatform Update EnablementRequirements Insight For EngineeringCustomer Enablement

Client Support Analyst

BlackRock

Provided operational and client support in a structured, KPI-driven financial services environment, assisting with issue resolution and cross-team coordination. Maintained high service standards within a regulated, high-accountability context.

KPIsclient supportTeam CoordinationRegulated OperationsFinancial Services OperationsWorkflow Adherence

Field Service Coordinator

NCR Corporation

Coordinated field service operations and technician dispatch across a defined territory, ensuring SLA adherence in a high-volume service environment. Monitored workloads and performance metrics to maintain service continuity, and served as liaison between US-based leadership, field engineers, and enterprise clients for consistent service delivery.

Field ServicesService DispatchingSLASchedulingPerformance Metrics