Summary
Overview
Work History
Education
Skills
City
Additionalcredentials
Hobbies and Interests
Timeline
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Donika Lazami

Columbus,OH

Summary

A personable, vibrant, multilingual in Spanish, Albanian, Macedonian, and German , Customer Service Professional with a proven track record of enhancing the customer experience through understanding, specialized support, and acute product and service knowledge. Passionately strives to provide an outstanding customer service event with each individual opportunity. Thrives in fast-paced environments performing regular and recurring duties simultaneously with minimal supervision. Self-starter with excellent oral and written communication skills. Proven team player with the ability to work with people at all levels of a corporation.

Overview

10
10
years of professional experience

Work History

Customer Service Lead Agent

Envoy Air Inc.
10.2020 - Current
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Assisted in training new hires, sharing best practices for effective customer service delivery.
  • Trained new personnel regarding company operations, policies and services.
  • Resolved passenger issues with empathetic communication and effective problem-solving techniques.
  • Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
  • Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
  • Checked in luggage and confirmed all carry-on items met federal guidelines.
  • Monitored security and maintained operational protocols.
  • Provided exceptional customer service to passengers, addressing concerns and resolving issues.
  • Provided leadership to the service team, fostering a positive work environment that resulted in high employee retention rates.
  • Ensured compliance with airline policies and procedures, maintaining safety standards throughout the terminal.
  • Coordinated timely departures by effectively communicating with gate agents, flight crews, and ground personnel.
  • Managed team member schedules and work assignments.
  • Managed ticketing and reservation systems, ensuring accurate processing of passenger information and flight bookings.

Amazon Program Associate

Amazon
01.2022 - 09.2022
  • Remotely working from home, by using link-building tools to direct audience to customers and earn from qualifying purchases
  • Promoting many products to social media like Instagram, Facebook, and blog
  • Create regular, original content by using link localizer so products can be reachable to any customers worldwide.

Retail Associate

TjMAXX
01.2022 - 01.2022
  • Performing various merchandising functions and providing quality customer service
  • Stocking items on racks and shelves, ringing up customer purchases at cashier stations
  • Helping shoppers locate merchandise
  • A great team player
  • Quick learner without any experience on retail industry before
  • Help clean the store sometimes and oversee fitting rooms where applicable.

Server

Georgia's Pancake House
01.2020 - 01.2022
  • Timely opened the restaurant making sure guests are greeted and seated
  • Served food and beverage
  • Answered phone calls, taking to-go orders and maintained relationships by listening attentively to customers and using tact, diplomacy to make sure they are satisfied with their dinning experience
  • 8 hours shift standing
  • Received high rates from customers experience
  • A good team player with different cultures.

Nutrition and Wellness Coach

Nutritionika Coaching LLC
06.2015 - 08.2020
  • Provided comprehensive support to individuals to live healthy lives, lose weight, achieve goals
  • Delivered specialized plans and support to maintain tailored service for diverse clients
  • Worked with senior leadership to structure coaching strategies and perform education/outreach
  • Received commendations for exceptional service ratings and attention to detail
  • Offered empowerment, education, and care management
  • Reduced client issues and standardized coaching processes to improve productivity.

Server

Che Figata
01.2018 - 01.2019
  • Worked in luxurious environment, fine-dining restaurant, took orders and explained specials
  • Up-sold wines, liquors and five course meals with professional appearance and mannerism
  • Acquired loyal customers and received outstanding reviews.

Server

Santino's Steak and Pasta House
01.2017 - 01.2018
  • Coordinate food courses and beverage service to multiple guest tables while simultaneously checking for customer satisfaction, processing guest checks and payments
  • Set tables according to service standards, pick up trays and clean tables as needed to ensure a clean dining area and the ability to reseat customers quickly to maximize serving opportunities
  • Attractively and efficiently assembled customer orders to ensure top-level service
  • Record transactions in the computer system at the time of order, present accurate guest checks and process payment
  • Ability to effectively serve parties of up to 20 guests and stand for 8-hour shifts.

Server/Manager

The Corner Family Restaurant
01.2017 - 01.2017
  • Utilized exceptional communication skills to convey daily specials, make menu suggestions and upsell additional food and beverage items
  • Maintained relationships beyond complaints by listening attentively to customers and using tact and diplomacy to find a common ground and achieve win-win outcomes
  • Encourage team effort between servers and kitchen staff to enhance efficiency and the customer's experience
  • Provided outstanding and professional customer service, receiving high customer satisfaction ratings.

Server/Hostess/Manager

Sonny's Steak and Pasta House
01.2015 - 01.2017
  • Greeted customers with a warm, welcoming and professional demeanor and made certain that they were quickly and comfortably seated
  • Handled complex problems and worked with customers to ensure all discrepancies were resolved quickly
  • Attentively listened to the customer and analyzed the problem to offer a prompt resolution and ensure loyalty and repeat business
  • Provided training and support to new employees with emphasis on customer comfort and satisfaction.

Busser/Hostess/Server

Sazani's
01.2015 - 01.2016
  • Ensured satisfaction throughout the entire customer service process, from initial greeting to order completion
  • Memorized company product offerings, contributing to high sales volume by effectively communicating specials and menu offerings
  • Offered assistance over and above job duties, willingly completing any requested additional tasks
  • Utilize friendly personality and desire to serve to ensure customer felt welcome and appreciated.

Education

English Language and Literature -

State University of Tetova - Kicevo

Nutrition and Wellness Certification -

Health Coach Institute (Nutritious Life Studio)
Boise, Idaho

Master Life Nutrition and Wellness Certification -

Health Coach Institute (Nutritious Life Studio)
Boise, Idaho

Skills

  • Multilingual
  • Training and Coaching
  • Relationship Building
  • Customer Relationship Management
  • Product/Service Knowledge
  • Research
  • Diplomacy
  • Database Management
  • Organized Multi-Tasking
  • Technical skills
  • Transaction processing
  • Goal Attainment
  • Accurately and efficiently ensured that each guest has a memorable, positive experience while serving in some of the community's favorite establishments
  • Provided exceptional customer service while analyzing guest needs and offering menu selections based on thorough product knowledge
  • Evaluated customer feedback to identify opportunities to enrich their overall experience with the business
  • Commended by customers for exuding enthusiasm and empathy while focusing on meeting their individual needs
  • Remarkable ability to retain a large variety of products and services information and interpret it to various publics to produce sales and generate revenue

City

IL

Additionalcredentials

  • TECHNICAL SKILLS Microsoft Office (Word, Excel, PowerPoint, Outlook, Access, Publisher) / Multiway Telephone / Google Docs / Google Drive / Google Calendar / Google Plus
  • LANGUAGES English, German, Albanian, Macedonian, Serbian, and Spanish.
  • HONORS & AWARDS Employee of the Month - Sazani's Highest Customer Satisfaction Ratings - Che Figata Coach of the Month - Life by design LLC. Excellent Customer Service - ROAD Pro Inc.

Hobbies and Interests

  • Blogging
  • Coaching
  • Digital Creator
  • Photography
  • Painting
  • Volleyball
  • Walking
  • Wellness
  • Nutrition
  • Fitness
  • Cooking

Timeline

Amazon Program Associate

Amazon
01.2022 - 09.2022

Retail Associate

TjMAXX
01.2022 - 01.2022

Customer Service Lead Agent

Envoy Air Inc.
10.2020 - Current

Server

Georgia's Pancake House
01.2020 - 01.2022

Server

Che Figata
01.2018 - 01.2019

Server

Santino's Steak and Pasta House
01.2017 - 01.2018

Server/Manager

The Corner Family Restaurant
01.2017 - 01.2017

Nutrition and Wellness Coach

Nutritionika Coaching LLC
06.2015 - 08.2020

Server/Hostess/Manager

Sonny's Steak and Pasta House
01.2015 - 01.2017

Busser/Hostess/Server

Sazani's
01.2015 - 01.2016

Nutrition and Wellness Certification -

Health Coach Institute (Nutritious Life Studio)

Master Life Nutrition and Wellness Certification -

Health Coach Institute (Nutritious Life Studio)

English Language and Literature -

State University of Tetova - Kicevo

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Donika Lazami