Darko Jeras

Background

About Darko Jeras

Senior Customer Support Team Leader | BPO Operations | Process Automation | Multilingual Leadership With 5+ years of experience leading multilingual customer support teams (10–25 FTE) in fast-paced BPO environments, I specialize in performance management, process optimization, and client satisfaction for global accounts. Currently based in Zagreb, I lead daily operations for a major travel-tech client at Assist Digital. Key strengths & achievements: Led teams through shifting KPIs, evolving processes, and operational changes while maintaining SLA compliance and service quality. Designed Google Sheets + Apps Script automation tools to reduce manual workload, improve KPI tracking (CPH, CSAT, AHT, QA), and accelerate reporting cycles. Supported the launch of a new service center in Tunisia, creating workflows, training programs, and quality frameworks that ensured a smooth ramp-up. I combine people-first coaching with data-driven decision-making, enabling both performance growth and employee engagement. Fluent in Croatian and English, open to leadership and operations roles in Customer Support, BPO, or Process Optimization — on-site in Croatia or remotely across Europe.