ADEL PLEH
Customer Success Specialist | Customer Experience | Sarajevo, Bosnia & Herzegovina
PROFILE SUMMARY
Customer-focused operations and service professional with 10+ years of client-facing experience across customer success, technical support, and hospitality, including 15+ years in F&B environments and 5+ years in shift leadership and team coordination. Experienced in end-to-end customer journeys, onboarding support, issue resolution, escalations, service recovery, retention, and premium client communication. Strong background working with coffee service environments, beverage equipment workflows, guest expectations, and high-pressure service operations. Comfortable leading by example, improving processes, coordinating across teams, and quickly learning new systems, tools, and operational platforms.
CORE COMPETENCIES
• Customer Success & Retention
• Customer Onboarding & Post-Sales Support
• Customer Experience Management
• Escalation Handling & Service Recovery
• Cross-Functional Coordination
• Client Communication: Email / Chat / Voice
• Coffee Equipment & Hospitality Operations
• Accessory / Replacement Order Support
• Leadership & Team Coordination
• Process Improvement & Workflow Discipline
• Technical Support & Troubleshooting
• Customer Relationship Management
• Complaint Resolution & Expectations Management
• Training, Facilitation & Stakeholder Guidance
• High-Pressure Operations & Prioritisation
• Fast Learning of New Tools & Systems
PROFESSIONAL EXPERIENCE
Freelance – Customer Success Specialist / Language Proficiency Facilitator | Jan 2025 – Present
• Act as primary point of contact for individual clients and small organisations, supporting onboarding, communication, follow-up, and service quality.
• Manage customer expectations, identify needs quickly, and adapt delivery to improve engagement, satisfaction, and long-term retention.
• Provide structured guidance and support across remote communication channels while maintaining a professional, customer-first approach.
• Strengthen client relationships through consistency, responsiveness, and practical problem-solving.
Teleperformance BH – Technical Support / Interpreter | Nov 2020 – Dec 2023
• Handled high-volume customer interactions across support environments, resolving service and technical issues while maintaining communication quality under pressure.
• Acted as liaison between end users and internal teams to ensure accurate issue diagnosis, escalation handling, and timely resolution.
• Followed structured support workflows, documentation standards, and service procedures in fast-paced remote operations.
• Balanced technical troubleshooting with empathy, clarity, and customer confidence during complex or frustrated interactions.
Club Cinemas (ex Sloga) – Senior Waiter / Shift Lead | Dec 2016 – Nov 2020
• Led front-of-house operations during high-traffic service, supervised staff, and maintained service standards, workflow discipline, and customer satisfaction.
• Managed escalations, complaints, special requests, and service recovery while coordinating with kitchen and management teams.
• Worked directly with beverage and coffee service routines, supporting smooth daily operation of equipment-adjacent hospitality workflows and guest expectations.
• Built strong relationships with regular and VIP customers through consistency, responsiveness, and service ownership.
Princess Cruises Ltd – Headwaiter (promoted from Junior Waiter) | Apr 2012 – Aug 2016
• Delivered premium service to international guests in a high-standard hospitality environment with strong focus on retention, upselling, and guest satisfaction.
• Led assigned service sections, coordinated with multinational teams, and ensured smooth execution of daily dining and beverage operations.
• Handled demanding customer expectations, complaints, and recovery situations with calm, speed, and professionalism.
• Developed deep practical familiarity with beverage service standards, coffee machine routines, accessories, and operational support expectations in F&B environments.
EDUCATION
Mechanical Engineering High School – Aircraft & Air Transport | 2004 – 2008
ADDITIONAL NOTES
• 15+ years in F&B / hospitality environments, including beverage service and coffee machine familiarity.
• 5+ years in shift leadership, floor coordination, service supervision, and team guidance.
• Hands-on experience in customer-facing operations, onboarding support, complaint handling, and premium service delivery.
• Quick learner with strong adaptability to new workflows, tools, and platform-based operations.
