About me
Hi, I'm Branny!
So far, I've built three successful fully remote Support teams in completely different industries - including B2B, B2C, SaaS and service-based businesses.
I managed to shift the business's perspective and reach a wider understanding that Support is not a cost center and should not be treated as such.
I've also implemented a company-wide initiative where expert staff that's not customer-facing have learned to speak directly with customers. This has decreased resolution time by 10x and increased customer satisfaction by 25%. I've spent the last eight years thinking about excellent support interactions and how to achieve them on a tight budget.
I enjoy solving puzzles and creating amazing customer experiences.
Outside of business hours, you'll find me tinkering with technology, indoor swimming (and losing the race against Dutch grandmas), cycling and enjoying good food. I was born and raised in Serbia, but I've lived in the Netherlands for over a decade.
This website is the space where you can read about my Support philosophy, find tips and tricks, or find out how you could work with me.