Bledar

Bledar Abdullahu | Customer Service Representative Location: Prishtina, Kosovo Telephone: - Email:- Professional Profile A highly skilled Customer Service Representative with a track record of delivering excellent customer experience for high profile corporate organisations. Proven ability to establish and maintain excellent communication with clients. Excellent time management skills combined with a superior knowledge of the customer service industry. With several years of experience working for different companies, I have amassed a wealth of experience across the customer service area, technical services, back office operations & sales marketing. Core Skills • Customer Service • Back office operations • Customer Management • Bilingual • Tech Savvy • Multitasking • Sales marketing • Technical Services • Team Management Career Summary Nov 2018 – Nov 2019 Teleperformance Kosovo Customer Service Representative Outline Acting as the first point of contact for our HP customers, the department of printers, specifically for an ink subscription plan that we were offering. Key responsibilities: • Handling inbound calls both from English and German speaking clients. Resolving queries regarding their ink status, shipping ink on demand and advising customers how they can check their ink on their own through our website to save them time. • Upgrading or downgrading their page plan, according to their monthly usage. • Helping customers install their hardware, the onboarding process and helping them create an account & advising (selling) them to subscribe on our ink delivery system. Key achievements: • Top NPS score in my team. • Satisfying KPI results, which included: FCR (First Contact Resolution), On Hold Timer, Average Call Timer and NPS. Jun 2018 – Nov 2018 PURPLE Enterprise Sales Marketing/Appointment Setter Outline Helping a friend establish his own company, affiliated under Wells Fargo. Making outbound sales calls, offering merchant services and setting up appointments for possible prospects so that our own field agents would meet them on person and close the deal. Key responsibilities: • Making outbound calls, trying to set up and arrange appointments to possible prospects. • Promoting our products and services and convincing potential clients to change their services and join ours. • Team management and training new employees. Jan 2018 – Jun 2018 SPEEEX Back Office Operations Outline Newly established segment in the company, the Back Office Operations on behalf of Sunrise, a Swiss telemarketing giant. Dealt with documents that had to be linked to their proper account, through the companies’ custom made CRM, which was pretty complex but had a variety of tools. Usually, when there were sale offerings, people would rush on the Sunrise shops, and because of the high number of demands, our co-workers were not able to finish the proper installation, a responsibility that got shifted onto the Back Office department, so they would sell as much as possible. Key responsibilities: • • • Creating accounts for our customers, linking the proper documents & installing their purchased products. Validating the eligibility of the purchase. Creating tickets for complex situations. Key achievements: • • Successfully help build the back office segment on its first steps. Best amongst my back office coworkers. Fastest and most reliable. Jan 2017 – Dec 2017 SPEEEX Customer Service Representative Outline Acting as the first point of contact for our clients’ issues as a Customer Service Representative, mostly related to billing. Key responsibilities: • Helping customers with billing issues, potential refunds, up/downgrade current subscriptions, upsell & sell extra products when the possibility arose and creating logs on the companies’ custom built CRM. • Opening and managing tickets on special cases, updating & closing the tickets and informing the customer with a custom made message, via phone or e-mail. • Making orders and equipment replacements. Checking the eligibility if we could approve such replacements like SIM Cards, Smartphones (checking tickets). Key achievements: • Satisfying KPI results, which included: FCR (First Contact Resolution), On Hold Timer, Average Call Time, NPS and Sales. Jan 2016 – Nov 2016 Baruti AG Market Research Outline Doing Market research for FORSA, a German leading company on the market research industry. Key Responsibilities: • Calling citizens located in Germany and collecting up-to-date information and their opinions for the most recent events in the country & the world. Languages Albanian Native English Fluent German Fluent Studies and Certificates Jan 2009 – Sep 2012 High School ,,Aleksandër Xhuvani’’ – Podujevë Computer Sciences