Anxhela Bala

 Anxhela Bala Street Gjergj Legisi Tirana, Albania Table of Contents 1. Professional Summary 2. Key Skills 3. Professional Experience 4. Achievements 5. Customer Testimonials 6. Certifications and Training 7. Education 8. Sample Work 1. Professional Summary Customer-focused Customer Care Representative with over 5 years of experience in providing high-quality support in fast-paced environments. Demonstrated ability to handle high call volumes, resolve complex issues efficiently, and maintain a 95% customer satisfaction rating. Adept at using CRM software, managing data, and improving customer service processes. 2. Key Skills Excellent verbal and written communication Proficient in Zendesk, Salesforce, and Microsoft Office Suite Strong problem-solving abilities Ability to handle high call volumes Empathy and active listening Time management and organizational skills Data entry and management Conflict resolution Multitasking and prioritization Team collaboration and training 3. Professional Experience Customer Care Representative Apex Media, Remote August 2022-May 2024 Managed inbound and outbound customer calls, emails, and live chats, addressing inquiries and resolving issues. Achieved a 95% customer satisfaction rating, consistently exceeding performance targets. Reduced average response time by 20% through efficient call handling and follow-ups. Trained and mentored new customer service representatives, leading to a 30% increase in team productivity. Utilized Zendesk to manage customer interactions and maintain detailed records. Customer Service Associate Vodafone Albania, Tirane January 2021 – May 2022 Assisted customers with product information, order processing, and returns, ensuring a positive shopping experience. Received recognition for maintaining a calm and professional demeanor in high-pressure situations. Collaborated with team members to develop strategies for improving customer service processes and efficiency. 4. Achievements Customer Satisfaction Improvement: Increased customer satisfaction score from 85% to 95% within one year. Efficiency Enhancement: Reduced average call handling time by 20% through streamlined processes. Training Success: Developed a training program that reduced new hire onboarding time by 30%. Award Recognition: Received "Customer Service Excellence Award" in 2022 for outstanding performance. 5. Customer Testimonials Testimonial 1: "I had an issue with my order, but Anxhela resolved it quickly and professionally. I am very impressed with the service I received." – Ardit Osmani Testimonial 2: "Anxhela was extremely helpful and patient. She made sure all my questions were answered and went above and beyond to assist me." – Xristina Mpouspepa 6. EDUCATION Master of Science in Physics, University of Tirana September 2020 – June 2022 8. Sample Work Email Correspondence: Example 1: Handled a billing issue for a customer by providing a detailed explanation of charges and offering a discount for the inconvenience. The customer responded with a thank you note and a positive review. Example 2: Assisted a customer in navigating the online store and placing an order. Followed up to ensure the customer was satisfied with their purchase. Case Study: Situation: A customer was frustrated with a delayed shipment and threatened to cancel their order. Action: I empathized with the customer's frustration, provided real-time updates on the shipment status, and offered a discount on their next purchase. Result: The customer was satisfied with the resolution, did not cancel the order, and left a positive review on the company's website. ANXHELA BALA Costumer Care Representative CONTACT PHONE:- EMAIL:-