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Mirnes Kalem

Customer Service Manager / Representative

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Intro
Sarajevo, Bosnia and Herzegovina
Shell Energy - Complaint Center Manager at DDC MLS
Joined June 7, 2023

Skills

Languages

Bosnian
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Native or Bilingual
English
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Fluent
Croatian
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Fluent
Serbian
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Fluent
About
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
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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.
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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.
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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.