Aleksandar Vukovic

- Buyer-Consession: Our buyers followed our refund process (SOP) with our Service team initiating a refund, but there was a risk of buyer abuse. Analysts will assess refund patterns to identify potential process risks, working with our Fraud & Logistic teams to strengthen our tools and processes to prevent abuse.

- Seller/Creator-Payments: Identify any KYC or payment- processing gaps that were not identified by our Service team that will result in a Seller/Creator not being paid as expected. Working with finance team to improve our Tool and processes to ensure prompt prompts.

- Category-Reputation: From high-risk categories identify products that could impact our marketplace, deep dive analysis involving product or service defects until the issue is fully resolved.

- Satisfaction rates & High ART Improvement: Analyze, deep dive, and look for opportunities regarding DSATs received and high- resolution time inquiries in order to enhance the operating process and improve overall customer experience.

- Define, build, implement and monitor projects that increase customer experience through reduced

contacts (CPO), reduced seller-violations and increased resolution.

• Managed escalated customer, seller, and creator inquiries through CRM.
• Identified root causes of issues and provided effective resolutions.
• Escalated critical issues to relevant teams.
• Coordinated with cross-functional teams to resolve complex problems.
• Implemented process improvements to reduce escalations and enhance customer experience.
• Adhered to quality standards and SLAs.
• Engaged with sellers to build strong relationships and promote TikTok Commerce.
• Supported various ad-hoc projects and initiatives.

• Managed incident resolution for online orders.
• Processed refunds and issued vouchers.
• Utilized Zendesk, Order Management, and payment gateways.
• Provided efficient customer support and managed back-office operations.
• Ensured accurate menu updates and platform maintenance.