Nermin Hajdari Email & Phone Number

Croatia

Croatia

Zagreb, Croatia

-Investigating transaction monitoring alerts and reports to identify suspicious activity;-Member of the team in charge of testing the new internal AML application, where the main tasks are: reporting errors through the JIRA application, optimizing the entire system, testing errors corrected by the IT department, documenting all results of the testing, attending weekly meetings of the coordination team;-Analysing customers' information and transactions using internal applications, public databases and records;-Writing analyses and observations (in English and Croatian), filling in the documentation related to suspicious cases, and forwarding the same to the Senior Personnel;-Responsible for extending and supplementing the operating procedure that includes new definitions, parameters, and additions for one organizational unit within the bank;-Maintaining contact with structural units responsible for communication with customers to obtain more information and/or documentation;-Proposing new business solutions, process improvement models, and knowledge testing system (own initiative) to improve AML knowledge of internal organizational units.

Zagreb, Croatia

-Communicating with customers (English and Croatian language) through an internal ticketing system in order to efficiently solve their queries;-Entering new clients and their fleet into the database, making sure everything is displayed correctly;-Writing articles in the FAQ section with detailed described steps and photos;-Reporting issues related to the internal system and website through the Jira ticketing system;-Using remote control apps to solve all customer issues or to educate customers on how to use specific parts of our app.

Cork, County Cork, Ireland

-Reviewing and acting against credit card fraud, unauthorized business transactions, and other forms of identity theft;-Observing customer transactions to identify fraudulent activity such as account takeover, friendly fraud, theft, and similar other risks;-Ensuring all fraudulent disputed transactions are investigated and resolved within the agreed SLA;-Verifying or identifying transactions to detect or prevent financial crime activities, to mitigate risk or recover losses;-Taking appropriate actions to identify and help minimize the risk posed by fraud patterns and trends;-Investigating complex situations and potential fraud surfaced in high volume queues;-Screening for credit card chargeback risk and proactively preventing incidents, to reduce company losses;-Maintaining an up-to-date level of product and procedure knowledge by being attentive to and acting upon information advised in e-mail updates, team meetings, training, and other briefings.

Cork, County Cork, Ireland

-Efficiently dealing with issues that occurred during ongoing reservations;-Using internal and external tools to carry out the effective investigation;-Rebooking Guests in situations where their reservation was canceled last minute before their check-in into the listing;-Acting as a mediator in situations where personal conflict occurred between two sides, trying to find a satisfying solution for both sides;-Making decisions and issuing refunds/ reimbursements according to Company Refund Policy and guidelines; -Reporting and escalating any potential malicious activities to a higher department.

Cork, County Cork, Ireland

-Dealing with users' email queries promptly and efficiently, following company procedures;-Process all incoming phone calls from customers and manage all requests, changes, and cancellations as necessary;-Clearly and concisely log and track detail of issues arising, ensuring to report recurring queries to minimize repeat callers;-Dealing with simple queries like resetting passwords and duplicate accounts, explaining to our users in an efficient way how our platform works, collecting necessary information, and escalating cases to a proper department when needed;-Maintaining all target levels of productivity and performance, as outlined by the Manager about call times, idle times, and NPS score.

Cork, County Cork, Ireland

-Successfully providing beautiful customer service and showing excellent problem solving and troubleshooting skills with complicated cases;-Working closely with the quality team to improve macros and boost customer satisfaction;-Participating as a member of the macro testing team where the main goal was to raise agents' NPS;-Identifying system issues, reporting them to the correct department, and finding a workaround for customers on my initiative;-Efficiently dealing with angry and unsatisfied customers over the email or messaging system.

Cork, County Cork, Ireland

-Assigned an equitable distribution of daily work to drivers;-Assisted with route optimization, maximizing capacity and efficiency;-Successfully managed a team of 30 drivers and 15 helpers;-Worked closely with customer service, key accounts, and sales department to solve customer queries;-Answered all phone calls and e-mails professionally;-Proficiently used Route Man, Wims, and Fleetmatics software dailyto boost company efficiency.

Cork, County Cork, Ireland

-Provided administration and support services to Matchbook.com; -Continuously monitored multiple sports markets to boost companyefficiency and profit;-Identifying inefficiencies and making recommendations for the systemimprovements through Jira and Slack software; -Ensured website content is in line with company, industry, and gaming regulator mandated standards;-Created, shaped, and settled betting markets across client sites;-Worked closely with customer service and fraud department to solvetickets and customer queries and prevent fraud activities;-Presenting own ideas which improved customer service satisfaction, website, and company software.

Cork, County Cork, Ireland

-Operated and monitored equipment in a regulated environment;-Packed products into boxes and segregated all low-quality products;-Ensured machines were cleaned every night before leaving the department;-Complied with the company’s product safety policy, health and safety standards, and regulated environment standards;-Tested plastic products to check the quality of each batch.

Edmonton, Alberta, Canada

-Oversaw scheduling for the day-to-day activities of 30 transportation employees;-Successfully handled all key customer queries;-Coordinated rush orders and returns;-Solved capacity issues related to warehouse and steelyard;-Maximized usage of warehouse storage areas;-Boosted sales at the front store by 30% by implementing different sales techniques;-Interviewed and hired people by using different channels;-Developed and implemented training for all new and existing workers which resulted in 50% fewer damaged products in the yard and warehouse.

Cork, County Cork, Ireland

-Part of the ERASMUS project;-Developed logistical plans for company operations and logistics contingency plans;-Developed and executed tools and methodologies to enable effective implementation of logistic plans.

Koprivnica, Croatia

-Assisted customers with their purchase activities using customer service skills;- Resolved customer queries relying on in-depth knowledge of products;-Ensured that clients are familiarized with information related toupcoming products;-Completed all cleaning, stocking, and organizing tasks in the store;-Opened and closed store, including counting merchandise and takinginventory of jewelry.

Koprivnica, Croatia

-Provided exceptional customer service by appropriately answering client concerns, forwarding messages, and confirming appointments as necessary;-Managed and ordered supplies within the budget guidelines of the organization;-Filed and faxed documents, answered and directed phone calls;-Followed policies and procedures to assure customer confidence and protect operations by keeping information confidential;-Reviewed files, records, and other documents to obtain information to respond to requests.

Koprivnica, Croatia

-Worked closely with visual display staff to decide how goods aredisplayed to maximize customer interest and sales;-Participated, created, and supported in-store events related to new product launches and seasonal events;-Stocked and rotated products regularly;-Reported observations to Sales Manager regarding outdated products,unbalanced stock and out-of-stock situations;-Operated pallet jack to move and transport items in a store;

Bjelovar

-Trained, hired, and supervised over 30 employees for various distributionand delivery positions;-Created and implemented solutions for the weekly distribution of 80 000 households;-Negotiated contracts with new key customers;-Defined and implemented new health and safety standards within the company;-Checked, processed, and forwarded employee hours to the HR department weekly;-Held monthly employee meetings to give information, take feedback andprovide updated training;-Maintained cost controls, working within a budget, resulting in an annual profit margin between 8% to 12%.