Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business
results.
Experience
DDC MLS
Dec 2022 – Present
Sarajevo
Shell Energy - Complaint Center Manager
-Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
-Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
-Assisted with complaint gap analyses and risk assessments.
DDC MLS
Jul 2021 – Dec 2022
Sarajevo
Shell Energy - Complaint Handler
-Handled customer complaints
-Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
-Offered advice and assistance to customers, paying attention to special needs or wants.
DDC MLS
Aug 2020 – Jun 2021
Shell Energy - Customer Service Representative
-Provided primary customer support to internal and external customers.
-Answered constant flow of customer calls with minimal wait times.
-Liaised with customers, management and sales team to better understand customer
needs and recommend appropriate solutions.
-Fielded customer questions regarding available merchandise, sales, current prices and
upcoming company changes.
-Offered advice and assistance to customers, paying attention to special needs or wants.
-Cultivated customer loyalty, promoted repeat customers and improved sales.
Recommended products to customers, thoroughly explaining details.