Alma Masic
Manchester,NH
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
6
6
years of professional experience
Work History
Finance Counselor II
SNHU
08.2022 - 09.2024
- Communicated with prospective students to illustrate available financial aid opportunities.
- Provided financial aid counseling to enrolled and prospective students.
- Received and submitted customer payments to further reduce open account balances.
- Answered over 15 customer communications per day via telephone, email and web chat.
- Counseled students and parents about financial aid options and program details.
- Trained new counselors in position responsibilities.
Office Manager
The Rugged Axe
06.2021 - 08.2022
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Acted as point of contact for vendor collaboration for contracted services.
- Supervised payroll corrections for accuracy and duplications.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Developed relationships with clients to provide ongoing support and encouragement.
- Oversaw social media presence and aligned posts to include branding and trending ideas.
Customer Service Associate
Home Depot
11.2019 - 05.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
General Associate
Panera Bread
11.2018 - 11.2019
- Made food according to standard recipes with requested changes for customer satisfaction.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Greeted customers at counter to fulfill requests and answer questions.
- Operated dishwashing and sanitizing equipment according to manufacturer instructions.
- Handled cash transactions and point-of-sale operations to assist dining room staff during busy service periods.
- Greeted customers and answered inquiries regarding menu items and specials.
- Cleaned and organized kitchen, dining and service areas.
Education
Associate of Arts -
NHTI - Concord's Community College
Concord, NH12.2021
High School Diploma -
Manchester West High School
Manchester, NH06.2018
Skills
- Data Entry
- Call Management
- Client Relations
- Critical Thinking
- De-Escalation Techniques
- Active Listening
- Customer Service
- Effective Multitasking
- Collaborative and Team-Oriented
Languages
Bosnian
Native or Bilingual
Timeline
Finance Counselor II
SNHU
08.2022 - 09.2024
Office Manager
The Rugged Axe
06.2021 - 08.2022
Customer Service Associate
Home Depot
11.2019 - 05.2021
General Associate
Panera Bread
11.2018 - 11.2019
Associate of Arts -
NHTI - Concord's Community College
High School Diploma -
Manchester West High School
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