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Elma Sarajlija Hasić
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English Professional working proficiency
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Bosnian Native or bilingual proficiency
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Turkish Elementary proficiency
- Business Ethics
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Bio
Credentials
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Creating a Positive Customer Experience
LinkedInFeb, 2024- Jun, 2026 -
Leadership Foundations
LinkedInFeb, 2024- Jun, 2026 -
The Client Advisor Masterclass Series
Andrew Sobel AdvisorsMar, 2023- Jun, 2026 -
Delegating from a Distance
LinkedInJan, 2023- Jun, 2026 -
How to Set Goals When Everything Feels Like a Priority
LinkedInJan, 2023- Jun, 2026 -
Negotiation Foundations
LinkedInJan, 2023- Jun, 2026 -
Time Management for Managers
LinkedInJan, 2023- Jun, 2026 -
Customer Experience: Creating Customer Personas
LinkedInNov, 2022- Jun, 2026 -
Extreme Productivity (Blinkist Summary)
LinkedInNov, 2022- Jun, 2026 -
Holding Your Team Accountable
LinkedInNov, 2022- Jun, 2026 -
Productivity: Prioritizing at Work
LinkedInNov, 2022- Jun, 2026 -
The 10 Pillars of Customer Experience
LinkedInNov, 2022- Jun, 2026 -
Top 10 Rules for Highly Effective Leadership
LinkedInNov, 2022- Jun, 2026 -
Customer Service Foundations
LinkedInOct, 2022- Jun, 2026 -
Customer Service Leadership
LinkedInOct, 2022- Jun, 2026 -
Leadership Foundations
LinkedInOct, 2022- Jun, 2026 -
How to Be More Strategic in Six Steps
LinkedInSep, 2022- Jun, 2026 -
How to Work Smarter, Not Harder: Save Time and Money and Increase Productivity
LinkedInSep, 2022- Jun, 2026 -
Leadership Foundations: Leadership Styles and Models
LinkedInSep, 2022- Jun, 2026 -
Listen to Lead
LinkedInSep, 2022- Jun, 2026 -
The 3-Minute Rule: Say Less to Get More
LinkedInSep, 2022- Jun, 2026 -
Atomic Habits (Blinkist Summary)
LinkedInAug, 2022- Jun, 2026 -
Backgrounder: Leadership Conversations with Different Personalities
LinkedInAug, 2022- Jun, 2026 -
Be the Manager Who Fights for Their Team
LinkedInAug, 2022- Jun, 2026 -
Building Your Team
LinkedInAug, 2022- Jun, 2026 -
Creating Positive Conversations with Challenging Customers
LinkedInAug, 2022- Jun, 2026 -
Human Leadership
LinkedInAug, 2022- Jun, 2026 -
Lead Like a Boss
LinkedInAug, 2022- Jun, 2026 -
Leading Virtual Meetings
LinkedInAug, 2022- Jun, 2026 -
Leading with a Growth Mindset
LinkedInAug, 2022- Jun, 2026 -
Managing Your Well-Being as a Leader
LinkedInAug, 2022- Jun, 2026 -
Coaching and Developing Employees
LinkedInJul, 2022- Jun, 2026 -
Coaching for Results
LinkedInJul, 2022- Jun, 2026 -
How Leaders Can Connect Empathy and Results
LinkedInJul, 2022- Jun, 2026 -
Productive Leadership
LinkedInJul, 2022- Jun, 2026 -
Time Management Tips: Following Through
LinkedInJul, 2022- Jun, 2026 -
Answering Tough Questions As A Leader
LinkedInJun, 2022- Jun, 2026 -
Cold Calling Mastery
LinkedInJun, 2022- Jun, 2026 -
Creating and Giving Business Presentations
LinkedInMay, 2022- Jun, 2026 -
Having Career Conversations with Your Team
LinkedInMay, 2022- Jun, 2026 -
Time Management: Working from Home
LinkedInMay, 2022- Jun, 2026 -
Coaching New Managers
LinkedInApr, 2022- Jun, 2026 -
Customer Service: Motivating Your Team
LinkedInApr, 2022- Jun, 2026 -
How to Effectively Deliver Criticism
LinkedInApr, 2022- Jun, 2026 -
How to Handle Poor Performers
LinkedInApr, 2022- Jun, 2026 -
Making Key Decisions as a Manager
LinkedInApr, 2022- Jun, 2026 -
The Art of Leadership (getAbstract Summary)
LinkedInApr, 2022- Jun, 2026 -
Working with Upset Customers
LinkedInApr, 2022- Jun, 2026 -
Creating Positive Conversations with Challenging Customers
LinkedInMar, 2022- Jun, 2026 -
How to Create a Life of Meaning and Purpose
LinkedInMar, 2022- Jun, 2026 -
Mistakes to Avoid When Resolving Conflict
LinkedInMar, 2022- Jun, 2026 -
Presenting to Senior Executives
LinkedInMar, 2022- Jun, 2026 -
Become a Better Coach for Your Team
LinkedInFeb, 2022- Jun, 2026 -
Humble Leadership: The Power of Relationships, Openness, and Trust (getAbstract Summary)
LinkedInFeb, 2022- Jun, 2026 -
The Leader Habit (Blinkist Summary)
LinkedInFeb, 2022- Jun, 2026 -
Unapologetically Ambitious (Blinkist Summary)
LinkedInFeb, 2022- Jun, 2026 -
10 Mistakes Leaders Should Avoid
LinkedInDec, 2021- Jun, 2026 -
Becoming an Impactful and Influential Leader
LinkedInNov, 2021- Jun, 2026 -
Communicating in the Language of Leadership
LinkedInNov, 2021- Jun, 2026 -
How to Slash Anxiety and Keep Positivity Flowing
LinkedInNov, 2021- Jun, 2026 -
Leadership Tips, Tactics and Advice
LinkedInNov, 2021- Jun, 2026 -
Mindsets and Strategies for Negotiation Success
LinkedInNov, 2021- Jun, 2026 -
Rules for Rising Leaders
LinkedInNov, 2021- Jun, 2026 -
Be the Manager People Won't Leave
LinkedInOct, 2021- Jun, 2026 -
Coaching New Hires
LinkedInOct, 2021- Jun, 2026 -
Coaching Skills for Leaders and Managers
LinkedInOct, 2021- Jun, 2026 -
Communicating with Emotional Intelligence
LinkedInOct, 2021- Jun, 2026 -
Giving and Receiving Feedback
LinkedInOct, 2021- Jun, 2026 -
How to Be Both Assertive and Likable
LinkedInOct, 2021- Jun, 2026 -
How to Crush Self-Doubt and Build Self-Confidence
LinkedInOct, 2021- Jun, 2026 -
How to Inspire and Develop Your Direct Reports
LinkedInOct, 2021- Jun, 2026 -
Becoming a Manager Your Team Loves
LinkedInSep, 2021- Jun, 2026 -
Conducting Motivational 1-on-1 Reviews
LinkedInSep, 2021- Jun, 2026 -
Delivering Bad News to a Customer
LinkedInSep, 2021- Jun, 2026 -
Leading Productive Meetings
LinkedInSep, 2021- Jun, 2026 -
Leading Productive One-on-One Meetings
LinkedInSep, 2021- Jun, 2026 -
Making Quick Decisions
LinkedInSep, 2021- Jun, 2026 -
Onboarding New Hires as a Manager
LinkedInSep, 2021- Jun, 2026 -
Think Like a Lawyer to Make Decisions and Solve Problems
LinkedInSep, 2021- Jun, 2026 -
Building Your Visibility as a Leader
LinkedInAug, 2021- Jun, 2026 -
Leading a Customer Service Team
LinkedInAug, 2021- Jun, 2026 -
Negotiating the Nonnegotiable (Blinkist Summary)
LinkedInAug, 2021- Jun, 2026 -
Building Resilience as a Leader
LinkedInJul, 2021- Jun, 2026 -
Decision-Making in High-Stress Situations
LinkedInJul, 2021- Jun, 2026 -
Negotiation Skills
LinkedInJun, 2021- Jun, 2026 -
Three Tips for Managing Egos and Difficult Emotions
LinkedInJun, 2021- Jun, 2026 -
New Manager Foundations
LinkedInMay, 2021- Jun, 2026
Experience
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United States
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Software Development
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700 & Above Employee
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Director, Client Experience
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Nov 2022 - Present
• Team Leadership and Management: Led a team of up to 20 contributors, providing direct oversight to 4 Managers who managed Client Experience Specialists in the Customer Operations Unit. Recently assumed leadership of merged support teams, incorporating a new team for customer and talent support. Dedicated to delivering world-class experience and support to clients and talent worldwide.• Client Engagement and Operational Excellence: Collaborating closely with Small and Medium-sized Business (SMB) and Enterprise clients, along with their respective account teams, to execute and optimize daily operational processes critical to fostering client success.• Issue Resolution and Strategic Planning: Proactively identifying root causes of challenges impacting client relationships, subsequently formulating strategic action plans to enhance, normalize, or mitigate any adverse effects.• Task Coordination and Optimization: Orchestrating the coordination and prioritization of day-to-day tasks for both Client Experience Specialists and Coordinators, ensuring seamless alignment with organizational objectives.• Performance Monitoring and Quality Assurance: Implementing rigorous quality assurance protocols to continually monitor and evaluate team performance, maintaining high standards of excellence.• Metrics Analysis and Reporting: Methodically tracking and reporting key performance indicators (KPIs) for team members under direct supervision on a monthly basis, leveraging data insights to drive informed decision-making and performance improvement strategies.• Continuous Improvement Initiatives: Leading efforts to enhance customer experience (CX) processes and policies, driving innovation and efficiency across the organization.• Stakeholder Collaboration and Project Management: Collaborating closely with key stakeholders on a project-by-project basis, both internally and externally, to deliver impactful solutions and drive mutually beneficial outcomes.
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Client Specialist Team Lead
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May 2021 - Oct 2022
• Leading a team of Client Specialists within Revenue. • Working with SMB clients and their supporting account teams to run the daily operational processes that underpin client success.• Identifying the root causes of issues affecting the client relationships.• Outlining the best course of action to improve the relationship, normalize it, or minimize the damage.• Coordinating and organizing day-to-day tasks for Client Specialists and Client Specialist Coordinators.• Keeping track of the performance of the team through routine QA.• Keeping track and reporting on key metrics of team members under direct management on monthly basis. • Working on improving CS processes and policies.• Working with lead stakeholders on other per case basis projects related to both internal team and external stakeholders.
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Client Experience Manager
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Mar 2019 - May 2021
• Identifying the root causes of issues affecting the client/talent relationships.• Outlining the best course of action to improve the relationship, normalize it, or minimize the damage.• Coordinating and organizing day-to-day tasks for CX Specialists. • Empowering the account managers and CX Specialists to promptly drive disputes to a resolution, acting as escalation point per need.• Keeping track of the performance of the team through routine QA.• Keeping track and reporting on key metrics of team members under direct management on monthly basis. • Working with Head of CX on other per case basis projects related to both internal team and external stakeholders.
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Client Experience Specialist
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May 2017 - Feb 2019
• Working with the team to drive client experience processes and initiatives. • Collaborating actively with other client-facing teams at Toptal and directly with the clients to identify, address, and resolve issues.• Taking ownership of assigned client experience tasks and continue to collaborate with client-facing teams across Toptal to find ways to improve client experience.• Actively working on client experience and dispute management process.Toptal is an elite network of the world’s top talent in business, design, and technology.
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Support Specialist
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Jun 2016 - Apr 2017
• Working closely with the Head of Client Experience and the client experience team to ensure the experience of Toptal clients and talent is world-class and completely smooth throughout all phases of engagements.• Taking inquiries via Toptal’s phone lines and other written communication channels including chat and e-mail to address all questions and problems accurately and rapidly.• Tracking, analyzing, and reporting on customer service metrics.• Identifying areas for improvement in Toptal’s client experience policies and brainstorm innovative solutions with an eye for long-term efficacy.• Communicating effectively with clients and address issues rapidly and fully, either on your own or by pulling in other relevant parties and seeing the problem through to its full resolution.• Working closely with the accounting and HR departments to identify the roots of potential problems and develop solutions that are sustainable and effective.• Participating in weekly team meetings and strategy sessions.Toptal is an elite network of the world’s top talent in business, design, and technology.
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Cuspis Group
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Sarajevo
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Project Manager
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Apr 2015 - May 2016
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Sarajevo
• Managing office and administration• Managing sales sector, offers and invoices for clients• Creating sales and business strategy• Contacting potential clients and interacting with existing ones• Preparing for meetings and holding meetings with potential and existing clients• Providing support t...
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Sales and Customer Relations Coordinator
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Sep 2013 - Mar 2015
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Sarajevo
• Contact with clients and maintenance of business relationship• Administrative and project support tasks• Office management• Preparation of project documents• Interaction with clients• Organization of seminars, training events, visits, and meetings• Translation and interpretation tasks between...
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Education
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2013 - 2015International University of Sarajevo
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2009 - 2013
International University of Sarajevo
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Industry Focus. “Software Development”
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