Ajdin Delić
Sanski Most
Summary
Customer Support & Success Specialist with 5+ years of experience in SaaS, training programs, and technical support across B2B platforms. Fluent in German and English with a strong focus on customer satisfaction, training delivery, cross-functional collaboration, and product improvement. Adept at leading support teams, resolving technical issues, and driving continuous improvement across customer journeys.
Overview
6
6
years of professional experience
Work History
Technical Support Manager
Hello Again GmbH
01.2025 - 05.2025
- Tracked KPIs and created continuous improvement plans.
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
- Collaborated with cross-functional teams to identify and resolve systemic product issues.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Acted as first-line support for technical queries regarding the company’s digital loyalty platform.
- Independently handled and classified support tickets to ensure timely resolution.
- Maintained developer account responsibilities with Google and Apple; oversaw continuous improvement initiatives.
- Managed a small team of freelancers, delegating tasks and ensuring quality deliverables.
- Took ownership of high-complexity support issues to ensure accurate resolution.
- Facilitated feedback flow between clients and product teams to enhance usability and functionality.
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.
- Responsible for managing the training program’s success over an 8-12 month assignment period.
- Conducted thorough needs assessments to identify gaps in service delivery and inform program development efforts.
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 GoCardless.
- Coordinated with our it team to ensure that all customer issues were dealt with promptly.
- 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.
Senior Customer Success Associate
PerchPeek
01.2022 - 04.2023
- 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.
Operations Associate
PerchPeek
06.2021 - 01.2022
- 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.
Call center agent
Deluxe CC
11.2019 - 02.2021
- 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-centric 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.
Technical support intern
Vivantio
09.2016 - 03.2017
- 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.
Education
High School Diploma -
JU Gimanzija
Sanski Most05.2013
Skills
- Effective Time Management
- Microsoft Office
- Adaptability
- Customer Service
- Customer communications
- Technical troubleshooting
- Quality control guidelines
- Incident management
- Software support
- Escalation management
- Customer support management
- Ticketing system expertise
LANGUAGES
German - Native speaker
English - Highly proficient
Bosnian - Native speaker
Timeline
Technical Support Manager
Hello Again GmbH
01.2025 - 05.2025
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
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