Open to opportunities

Hanisa Imamović

@hanisaimamovi

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Customer service professional with German C2 and strong written support skills for reliable, customer-first outcomes.

Bosnia and Herzegovina

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What I'm looking for

I’m looking for a customer service role where I can deliver reliable, written-first support via tickets, collaborate with international teams, and use my German and English skills to solve issues quickly and with empathy.

I’m a customer service professional with a background in inbound support, pre-sales/after-sales assistance, and backoffice ticket handling. I’m known for recognizing customer requirements quickly and providing optimal support through both phone and written communication.

In my recent roles at TRANSCOM WORLDWIDE, I handled first- and second-level support exclusively through written communication, processing requests via the ticket system and coordinating with markets and delivery companies. I also supported deliveries by accepting and forwarding complaints and finding customer-friendly solutions.

Before that, I built strong fundamentals as a call centre agent—answering inquiries about exchanges, returns, inventory, and shipping—and as a transcriptionist, where I worked with audio listening, data recording, and morphosyntactic analysis of texts. I bring attention to detail, empathy, and critical thinking to every interaction.

Experience

Work history, roles, and key accomplishments

Backoffice Agent (Customer Service)

Transcom Worldwide d.o.o.

Sep 2022 - Oct 2023 (1 year 1 month)

Provided first- and second-level customer service exclusively through written communication using a ticket system. Managed delivery complaints, coordinated with markets and delivery companies, and delivered customer-friendly resolutions.

First Level Support Second Level Support Ticketing Systems Written Customer Service Complaint Handling Delivery Issue Resolution Customer Friendly Problem Solving

Customer Service Representative

Transcom Worldwide d.o.o.

Aug 2021 - Aug 2022 (1 year)

Handled customer inquiries via phone, email, and chat, including market- and web-shop-related support. Delivered pre-sales and after-sales guidance and processed written customer requests by email.

Customer Support Email Support Pre sales Support After Sales Support Written Communication

Call Centre Agent

Sympatel Telemarketing d.o.o.

May 2021 - Aug 2021 (3 months)

Provided inbound customer support by phone, answering questions about exchanges, returns, inventory, and shipping information. Took orders by phone and advised customers on products and additional offerings.

Inbound Customer Support Order Taking Returns and Exchanges Shipping Phone Communication Upselling

Transcriptionist

Universität der Informationsgesellschaft – Paderborn

Jan 2018 - Jan 2021 (3 years)

Transcribed and recorded audio files and performed morphosyntactic analysis of texts to support language-related tasks. Maintained accurate, detail-oriented data capture throughout the transcription process.

Audio Transcription Attention To Detail