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Ana Djakova is a professional with extensive experience in process analysis, customer service leadership, and claims management. Currently serving as a Process Analyst at Intersurgical since April 2022, Ana focuses on process mapping and participates in D365 implementation. Prior roles include Customer Service Team Lead at Eurofins, where team leadership and process improvement were key responsibilities, and Foreign Claims Team Lead at BTA Baltic Insurance Company, managing claims specialists and enhancing claims handling processes. Additional expertise includes competitive intelligence analysis at OBI-Consulting, claims adjusting at AIG, and language instruction at UAB Nordisk Lietuva. Ana holds a Master of Arts in Scandinavistics and European Studies and a Bachelor of Arts in Scandinavian Philology from Vilnius University.