Open to opportunities

Tanya Pancic

@tanyapancic

Message

Senior project manager and customer support lead with technical expertise and multilingual issue resolution.

Bulgaria

Message

What I'm looking for

I’m looking for a remote-first role where I can own delivery and customer outcomes—running projects, improving processes, and supporting customers with technical clarity. I want a fast-paced, multilingual environment with room to optimise and document.

I’m an organised and confident professional with experience in Project management and Purchase management, plus bi-lingual technical and non-technical Customer Support for the DACH, UK and US markets. I’m a supportive team player and leader, calm and decisive under pressure, with excellent mediation and negotiation skills.

In my fully remote roles, I’ve owned queues, prioritized and resolved cases, and escalated efficiently while maintaining SLA standards. I’ve also supported international inboxes, handled technical account management, and improved documentation through knowledge base translation, proofreading, and content updates.

I also combine delivery with production—freelance web design and development using WordPress, Elementor, HTML, CSS, JS, and PHP, along with content creation and editing in English, German, and Bulgarian. With a long background across customer support, fraud prevention, and cyber/network troubleshooting, I consistently optimise workflows for faster issue resolution.

Experience

Work history, roles, and key accomplishments

Current

Freelance Web Designer

Current

JNP Bulgaria Ltd.

Apr 2022 - Present (4 years)

Designed and developed WordPress/Elementor websites and created web and print content. Produced and edited English, German, and Bulgarian content and handled manual translations across these languages.

Web Design WordPress Elementor HTML CSS JavaScript PHP Content Creation Proofreading Translation

Customer Support Hero

Agorapulse LLC

May 2024 - Oct 2025 (1 year 5 months)

Owned the German support queues, prioritizing, resolving, and escalating cases while maintaining SLA standards. Supported international (English) inboxes and served as a technical account manager for 4 German and 3 international clients, including Intercom FIN AI ticket analysis/training and German knowledge base updates.

Customer Support Intercom SLA Management Technical Account Management Training

Project Manager (E-Commerce)

Iqsay LLC

Dec 2021 - Jan 2024 (2 years 1 month)

Managed e-commerce store accounts and projects, handling client strategy meetings and daily responses to change requests and incident reports. Performed task analysis and ticket creation across internal and third-party channels, managed CMS platforms, and built GoHighlevel automations and email scheduling.

Project Management Account Management QA Testing CMS Management GoHighLevel Email Automation WordPress Shopify Documentation

Fraud Prevention Specialist

Apple Inc.

Mar 2020 - Nov 2021 (1 year 8 months)

Handled daily communications with government institutions, private entities, and customers across the DACH, UK, and US regions. Performed data analysis, fraud pattern detection, and reporting to support investigations.

Fraud Prevention Data Analysis Investigation Case Reporting Cross Regional Support

Cyber Security Network Engineer

SOPHOS Ltd.

Aug 2019 - Mar 2020 (7 months)

Provided B2B DACH customer support for cyber security network issues via voice and email. Troubleshot hardware and software network components (including firewalls, routers, switches, and VPNs) and contributed to the knowledge base with content and updates.

Cybersecurity Support Firewalls Routers Switch VPN Knowledge Base

MacOS/iOS Tech Advisor (2nd)

Apple Distribution International

Dec 2017 - Aug 2019 (1 year 8 months)

Resolved MacOS/iOS and Apple app issues for the DACH region through multiple support channels. Collected and escalated information to the engineering department and supported iCloud and third-party compatibility inquiries.

MacOS Support ICloud Apple Support Troubleshooting Escalations Cross Functional Communication Customer Service

MacOS/iOS Tech Advisor (1st)

Apple Distribution International

Oct 2015 - Dec 2017 (2 years 2 months)

Delivered first-line technical support for MacOS/iOS and Apple apps for the DACH region using multiple support channels. Addressed third-party compatibility and iCloud-related questions while gathering data for escalation.

MacOS Support ICloud Apple Support Troubleshooting

Technical Customer Advisor (PBX)

Bulpros AD / Unify Enterprise Communications

Sep 2014 - Sep 2015 (1 year)

Provided B2B phone and email technical customer support for the DACH region. Supported Siemens PBX systems and related products (including Cisco and Extreme) and handled technical issue resolution.

Technical Support Customer Service Siemens PBX Systems Troubleshooting Cisco Extreme Networks Voice support Email Support DACH Support

Website Project Manager

Oblix Ltd.

Nov 2010 - Sep 2014 (3 years 10 months)

Managed website projects, including design and pre-press work, and supported e-commerce store operations. Performed technical translations (German) as part of project delivery and communication.

Project Management Website Management Technical Translation Design Coordination

Purchase Manager (Printing)

Ratt Pack Bulgaria Ltd.

Jan 2009 - Jan 2010 (1 year)

Managed material supply for the tobacco printing industry. Supported the Austrian general manager as PA and provided German translation and interpreting.

Purchasing Supply Printing Industry Support Executive Administration German Translation Interpreting German Language Support

PA to General Manager

Dominov Konsumativ Ltd.

Jan 2007 - Jan 2009 (2 years)

Provided office management and administrative support for the general manager, including procurement support for printing-industry materials. Completed technical translations in German.

Office Management Administrative Support Procurement Support Technical Translation Documentation Coordination

HP-UX Service Engineer (1st)

HP Global Delivery Service Centre

Jan 2006 - Jan 2007 (1 year)

Provided B2B email and phone support for the DACH region for HP-UX hardware. Mentored German language support and supported hardware-related issue resolution.

HP UX Hardware Support Customer Support DACH Support Email Support Phone Support