Ajdin Delić
SAAS Focused Customer Service Agent
Sanski Most
Summary
Motivated and skilled customer support and success specialist with over four years of experience in the B2B SaaS and training industry. Proven track record of delivering exceptional customer service, facilitating training programs, troubleshooting technical issues, and mentoring team members. Fluent in German, English, and Bosnian. Prioritizes problem-solving, effective communication, and ensuring customer satisfaction. Background in project management, training delivery, and collaborating with cross-functional teams. Dedicated to driving business results and enhancing customer experiences.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Training Program Specialist
TeknoSell
07.2024 - 11.2024
- Facilitate communication and training processes for participants in Germany, Switzerland, and Austria
- Conduct personalized feedback sessions and manage email communication with clients
- Deliver coaching programs via a specialized platform, ensuring active participation and positive outcomes
- Evaluate training program effectiveness and report progress and feedback to clients and supervisors
- Prepare training materials, including proofreading, translations, and voiceovers, contributing to content quality
- Maintained regular communication between departments via email and phone calls to coordinate program logistics.
German-speaking customer support agent
rankingCoach
05.2023 - 07.2024
- Interacted with customers daily using Intercom to help them solve their issues with our product, as well as answer all questions about it and educate them about SEO and our product
- Resolved customer payment issues, whether it be refunds, upgrades, or downgrades using Zuora and GoCardles
- Coordinated with our IT team to ensure that all customer issues were dealt with promptly
- Actively listened to customer feedback regarding product features or service improvements, passing valuable insights onto relevant departments for consideration in future developments.
- Maintained clear communication with customers during troubleshooting procedures, ensuring understanding and swift resolution of problems.
- Developed comprehensive knowledge of company products and services to better assist customers with their individual needs.
- Gathered feedback from various sources(customers and fellow employees) to identify improvements opportunities for our product as well as bugs and common issues that occurred
- Help develop customer interaction templates to improve response times and ticket closing times
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
Senior Customer Success Associate
PerchPeek
01.2022 - 04.2023
- Company Overview: London Remote
- Staying up-to-date with the German rental market by regularly researching current prices and relevant information
- Onboarding around 100+ new clients by introducing them to the PerchPeek platform
- Handled VIP clients from new partners to ensure the best possible customer care and facilitate a positive relationship with new clients
- Contributing to process improvements by engaging with and adhering to new processes and tools
- Serving as a Product Champion and bridging the gap between the engineering and customer success departments at PerchPeek
- Managing client expectations about our provided service as well as possibilities that they have in the city, they are moving to
- Helped ensure that the PerchPeek platform was developed in the right direction as far as customers and workers were concerned by providing feedback to the engineering team from the customer support team and customers
- Collaborated with internal teams to define customer success metrics and measure customer success
- Ensured customer success by proactively monitoring customer usage and providing timely support
- Trained and mentored new team members, resulting in improved customer service and productivity
- Developed content for the purpose of customer education by teaching them the ins and outs of the German rental market
- Deliver weekly updates on product developments, customer updates, and new initiatives to the team in an informative and engaging manner, fostering discussion and collaboration
- Ensure that all team members are up-to-date on the latest information and equipped with the knowledge needed to excel in their roles
- London Remote
Operations Associate
PerchPeek
06.2021 - 01.2022
- Company Overview: London Remote
- Maintaining daily communication with clients and keeping them informed about upcoming apartment viewings
- Contacting landlords and agencies to set up apartment viewings for clients and assisting them with their apartment application process
- Helping clients set up necessary utilities needed when moving to their new apartment
- Organizing appointments for clients with different government facilities as well as banks, insurance etc
- Documenting relevant client information about clients using Click Up
- Educating clients about the rental market in Germany and empowering them to make informed decisions on where and how to look for their next apartment
- Worked with our partnership department to establish long-lasting relationships for our services (utility set up, airport pick up, different kinds of insurance)
- Assisted them with any questions related to relocating to Germany
- Maintained detailed records of customer interactions and feedback, using this data to inform process improvements and drive business results
- Embracing the start-up culture by absorbing responsibilities and jumping into projects as they arise
- Educated customers and managing their expectations and timelines, as well as provided expert inputs
- Successfully handled tools such as HubSpot, ClickUp, Asana, Coda - as well as in-house internal system
- Developed the ability to work independently & collaboratively within cross-functional teams (product, engineering, and sales)
- Developed a deep understanding of the customer journey, identifying pain points and areas for improvement in order to enhance overall satisfaction and loyalty
- Communicated effectively with customers via phone, email, and chat, demonstrating strong, active listening skills and a friendly, helpful demeanor
- London Remote
Call center agent
Deluxe CC
11.2019 - 02.2021
- Company Overview: Banja Luka
- Provided exceptional quality customer service by promptly responding to complex queries
- Exceeded monthly quotas regarding cross and up-selling and received great customer reviews
- Surpassed maximum customer satisfaction and retention by providing exceptional customer-centrist services
- Fostered close coordination with senior management to ensure ultimate customer retention
- Assisted with information requests by responding to telephone calls
- Maintained high standards of customer service during fast-paced and high-volume operations
- During my one year and six months of employment, I handled an above-average number of calls (140) per day, ensuring I was a top performer
- Reached cross and up-selling selling targets every month during my time at the company
- Achieved a perfect score on all test cases that I handled, as well as performance reviews
- Provided accurate and timely responses to customer inquiries
- During this tenure, I leveraged extraordinary communication skills and phone manners to achieve desired goals
- Achieved a perfect score on all test cases that I handled
- Banja Luka
Technical support intern
Vivantio
09.2016 - 03.2017
- Company Overview: Mostar
- A 6-month-long intern program where I learned the inner working of Vivantio Ltd
- By one of the founder Russ Wiltshire
- Provided first-level customer support for the software provided by Vivantio
- Took part in developing a tool for better troubleshooting common errors that happened while using Vivantio software
- Mostar
Education
High school diploma -
JU Gimanzija Sanski Most
09.2009 - 05.2013
Skills
Effective Time Management
Computer Skills
Microsoft Office
Customer Service
Adaptability
Communication
Performance assessments
Skill development
Personal Information
Place of Birth: Norway
Timeline
Training Program Specialist
TeknoSell
07.2024 - 11.2024
German-speaking customer support agent
rankingCoach
05.2023 - 07.2024
Senior Customer Success Associate
PerchPeek
01.2022 - 04.2023
Operations Associate
PerchPeek
06.2021 - 01.2022
Call center agent
Deluxe CC
11.2019 - 02.2021
Technical support intern
Vivantio
09.2016 - 03.2017
High school diploma -
JU Gimanzija Sanski Most
09.2009 - 05.2013
Similar Profiles
Ajdin DelićAjdin Delić
Technical Support Manager at Hello Again GmbHTechnical Support Manager at Hello Again GmbH
Heidi SchultzHeidi Schultz
Training Program Specialist at NASATraining Program Specialist at NASA
Tasha ClowesleyTasha Clowesley
Training Program Specialist at Department of Homeland SecurityTraining Program Specialist at Department of Homeland Security
LAKESHIA HARLEYLAKESHIA HARLEY
Training Program Specialist at U.S. Patent And Trademark OfficeTraining Program Specialist at U.S. Patent And Trademark Office
Kamari RushKamari Rush
Fluid load Associate at AmazonFluid load Associate at Amazon