Summary
Overview
Work History
Education
Skills
LANGUAGE
Timeline
Generic

Adela Dzaferovic

SNELLVILLE,GA

Summary

Dedicated professional with extensive experience in large cash handling, exceptional customer service delivery, proficient problem-solving skills, and a solid background in supervision. Proven ability to manage high volumes of cash transactions securely and accurately, ensuring strict adherence to financial protocols and regulatory standards. Skilled in fostering positive customer relationships through effective communication and resolution of inquiries or issues. Experienced in leading and motivating teams to achieve operational excellence and deliver exceptional service experiences. Seeking to leverage expertise to contribute effectively in a dynamic organization committed to excellence and customer satisfaction. Dependable employee seeking opportunity to expand skills and contribute to company success. Considered hardworking, ethical and detail-oriented.

Overview

6
6
years of professional experience

Work History

Lead Customer Service Representative

Fifth Third Bank
08.2024 - Current
  • Managed a team of customer service representatives, consistently achieving performance targets and goals.
  • Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Met required goals monthly, even exceeded them.
  • Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
  • Collaborated with the STB Business account review team to validate account documentation, reducing errors and improving operational excellence.
  • Reviewed missing or incomplete documentation for Georgia region ensuring compliance with polices.
  • Managed cash ordering, cash distribution, and ATM servicing to support daily branch operations.
  • Conducted monthly surprise cash audits on Customer Service Representatives and Bankers to ensure compliance with cash handling procedures.
  • Demonstrated strong operational excellence by maintaining accuracy, compliance, and efficiency in all processes.
  • Facilitated weekly huddles in diverse operation topics, enhancing team knowledge and performances.
  • Participated in Membership Advantage vents, educating high school students and others about banking careers and proffesional roles.

Customer Service Office Staff Member

Publix
05.2019 - 07.2024
  • Trained new employees on company policies, procedures, and best practices in customer service.
  • Communicated with customers who required additional support or attention.
  • Participated in team meetings to share insights, identify areas for improvement, and develop strategies.
  • Managed high volume of inbound calls while maintaining courteous demeanor at all times.
  • Executed closely with sales team to provide administrative support as needed.
  • Processed payments securely over phone through credit card transactions.
  • Monitored team operations and workflow during busy periods, making adjustments to improve pace.
  • Engaged customers in pleasant conversation while completing cash register transactions.


Education

High School Diploma - Finance

Georgia Gwinnett College
Lawrenceville, GA
05.2025

Diploma - undefined

Shiloh High School
Snellville, GA
05.2021

Skills

  • Microsoft Office Proficiency
  • Fast learner
  • Problem-solving
  • Attention to detail
  • Multitasking
  • Time Management
  • Organization
  • Positive Attitude
  • Effective Communication
  • Complaint handling
  • Team member training
  • Willingness to lead

LANGUAGE

Bosnian - Fluent
English - Fluent

Timeline

Lead Customer Service Representative

Fifth Third Bank
08.2024 - Current

Customer Service Office Staff Member

Publix
05.2019 - 07.2024

Diploma - undefined

Shiloh High School

High School Diploma - Finance

Georgia Gwinnett College

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