ELMA VOJIC
Fort Dodge,IA
Summary
Dedicated and professional individual with a strong background in customer service, time management, and administrative support. Exceptional verbal and written communication skills consistently foster positive relationships and exceed goals. Possesses a strong sense of dependability and organization, successfully managing multiple priorities with a positive attitude.
Overview
5
5
years of professional experience
Work History
Sales Compensation Administration Representative
Principal Financial Group
2022.07 - Current
- Increased customer satisfaction by providing prompt assistance via phone, email, or in-person interactions.
- Provided vital support during periods of high workload or absence coverage for colleagues without compromising task quality or timeliness.
- Supported departmental goals with timely completion of administrative tasks and special projects as assigned.
- Improved data accuracy by conducting regular audits of sales compensation data and addressing discrepancies.
- Ensured transparency in communication by distributing easy-to-understand reports on individual commission earnings to each member of the sales team regularly.
Lead Customer Service Representative
Wells Fargo
2022.03 - 2022.07
- Trained new customer service team members in company policies, procedures and service delivery standards
- Assisted in monitoring team performance and suggesting corrective actions for underperforming areas
- Coordinated daily tasks for CSR team members, and reviewed priorities with supervisor to maintain efficiency
- Provided teams with clear objectives and consistent, performance-oriented policies
- Directed team of customer service professionals, monitored work quality and motivated performance to meet strict performance targets
- Maintained successful operations by overseeing 11+ employees, monitoring performance and continuously eliminating knowledge gaps
- Implemented successful training and recognition programs to boost employee morale and reduce turnover
- Established and implemented departmental policies, goals, objectives and procedures in conjunction with department managers and staff members.
Customer Service Representative II
Wells Fargo
2019.10 - 2022.03
- Provided primary customer support to internal and Management and external customers in fast-paced environments
- Answered 30+ customer telephone calls promptly to avoid on-hold wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Delivered fast and friendly service regarding questions and service complaints
- Resolved customer grievances consistently, collaborating with team members to achieve creative solutions.
Education
Associate of Science - Business Administration And Management
Southern New Hampshire University
Hooksett, NH05.2026
Highschool Diploma -
Waukee Highschool
Waukee, IA05.2018
Skills
- Customer complaint resolution
- Team training and leadership
- Escalation management
- Microsoft Word
- Microsoft Excel
- Problem-solving abilities
- Task prioritization
- Team leadership
- Strong communication
- Team development
- Problem-solving
Languages
Bosnian
Native or Bilingual
Timeline
Sales Compensation Administration Representative
Principal Financial Group
2022.07 - Current
Lead Customer Service Representative
Wells Fargo
2022.03 - 2022.07
Customer Service Representative II
Wells Fargo
2019.10 - 2022.03
Associate of Science - Business Administration And Management
Southern New Hampshire University
Highschool Diploma -
Waukee Highschool
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