To celebrate the one-year anniversary of ReSource Pro’s Serbia Service Delivery Unit (SDU), we sat down with Aisha Ramsey, Head of Operations in Belgrade. Aisha shared her journey relocating to Serbia, building a new office, and shaping a center known for premium service, high client satisfaction, and a thriving team culture.
Q: How did your leadership opportunity with the Serbia SDU come about?
Aisha: I was involved in the early planning stages of the Serbia office, particularly in building the five-year financial model and setting the operational strategy. Recognizing the importance of having someone on-site who knew ReSource Pro’s standards and had leadership experience, I volunteered for the role. I felt honored when the opportunity became real, and I relocated to Belgrade to lead the office.
Q: What were your first impressions of Belgrade?
Aisha: It’s been a very exciting and entirely new adventure. I’ve lived in China and the U.S., and those experiences helped prepare me for adapting to Serbia. At its core, managing teams and operations remains the same, regardless of culture. The people here have been so welcoming and talented, and I’ve really enjoyed immersing myself in the local environment.
Q: What was your focus in the early months of opening the Serbia office?
Aisha: Our priority was laying a strong foundation: implementing our case tracker, audit procedures, and operational methodologies to ensure consistent service across all SDUs. Many of our clients are legacy accounts, familiar with our standards, so it was important to replicate those processes here. That work defined our first six months in 2024. In 2025, the focus has shifted to onboarding new and transferred clients to support company growth.
Q: What were some major milestones from the past year?
Aisha: Establishing the center on June 1 was a major achievement. We implemented core systems, welcomed our first new client (outside of those transferred), and expanded our offerings to include real-time service aligned with U.S. hours. We’ve also received strong positive feedback from clients, which was an encouraging validation of our efforts.
Q: How has the team grown?
Aisha: When we initially transitioned with ReSource Pro, we had about 25 to 30 active team members. Today, we’ve grown to around 60 full-time employees, including 34 billable FTEs. That’s a big leap in just one year.
Q: What makes the Serbia SDU unique compared to other ReSource Pro delivery centers?
Aisha: The key differentiator is our focus on premium service. We’re taking on more complex tasks, often requiring experienced staff. Our alignment with U.S. working hours also enables us to deliver real-time support when needed. And the language skills and prior insurance experience of many team members have been instrumental in onboarding complex client work quickly.
Q: Has there been growing client demand for the Serbia SDU?
Aisha: Absolutely. We’re seeing a growth in requests for premium service from our existing clients. In addition, this year we’ve already onboarded one to two premium staff members for different accounts, with more on the way. Clients are clearly recognizing the value we bring.
Q: What accomplishment are you most proud of?
Aisha: We’re in the midst of onboarding a new client with nine FTEs, focused on complex tasks. Starting at that scale from day one is no small feat, but the process has gone smoothly. That speaks volumes about the team’s capability and preparation.
Q: How has the Serbia team learned from other ReSource Pro centers?
Aisha: We’ve learned a great deal from our colleagues in China, especially around operations methodology. Our leadership team observed their service delivery firsthand, and we adopted many of their standards. That knowledge transfer has been essential to our success.
Q: What are your hopes for the Serbia SDU in the year ahead?
Aisha: Our strategy remains focused on premium service. While our team is still growing, we’re already delivering high-value work. We’ll continue supporting transitions from other SDUs, especially to relieve pressure on our India teams. As for headcount growth, that’ll be aligned with our evolving strategic plan.
Q: How have employees transitioned to being part of ReSource Pro?
Aisha: They’ve experienced significant improvements in capabilities and systems. One team member told me they learned more in six months here than in six years before. The role may have the same title, but the depth of client engagement and knowledge has completely transformed.
Q: What’s the team culture like in Belgrade today?
Aisha: The team is energized and excited to be part of a larger corporation with real career development opportunities. Unlike past experiences, where growth was limited, we now offer structured learning in professional and leadership skills. The cultural shift has been profound. We’ve transformed our management style from a traditionally top-down format to a more supportive, team-centered environment that reflects ReSource Pro’s values. The team really appreciates that change.
This milestone marks not just a year of operations—but a year of transformation, growth, and collaboration across the globe. To learn more about how ReSource Pro’s people are making a difference for our clients, visit our Experts page.
