Hi, I’m
FILA LULGJURAJ
Troy,Michigan
Summary
Goal-oriented Customer Service Professional with a Bachelor of Arts in English and Economics degree and 15+ years of management and customer service experience, competent at improving the customer experience, engaging customers, and facilitating client growth. Adept at customer inquiry and complaint resolution, retention strategy development, service and safety procedures, policy, and standard development, and customer service provision recordkeeping. It is equipped with solid operations acumen, proven management experience, and process improvement abilities.
Overview
15
years of professional experience
Work History
Michigan Institute of UrologyTroy, MI
Call Center Representative
04.2022 - 01.2023
Job overview
- Set up new patient appointments for 150 new patients weekly, utilizing appointment management and scheduling systems to minimize wait time by 50% and enhance patient experience with an average 95% CSAT rating
- Secured demographic information on new patients and generated EHR records
- Used Microsoft Outlook for an average of 40 emails daily utilizing stellar communication skills, streamlining communication with management, and reducing response times by 50% per email
- Used Allscripts and Urochart Software for a team of over 40 doctors and nurses across 20 offices
- Answered over 80-100 daily calls, and triaged calls for the doctors and nurses
- Made appointments for general office visits, office procedures, and diagnostic testing appointments
- Directed patient calls and recorded messages for physicians, nurse practitioners, and medical assistants.
General MotorsWarren, MI
Customer Service Advisor
12.2018 - 04.2022
Job overview
- Worked in the Sales/Marketing Team to locate vehicles for customers looking for a particular year, make, and model of vehicle across the country utilizing multiple software programs specific to dealerships
- Successfully assisted customers with their search for high-end vehicles
- Led in customer sales using Microsoft Excel to search a database of information
- Assisted customers with purchasing vehicle accessories online and through the mobile app
- Worked on the Vehicle Purchase Program to generate vehicle discounts for GM Employees, Retirees, First Responders, Teachers, Healthcare Workers, and Dealerships
- Trouble-shooting vehicle internet issues, helping customers download the mobile applications for each division GM, and helping customers with Bluetooth pairing cell phones to their vehicles.
Renkim CorporationSouthgate, MI
Customer Service Agent
02.2018 - 07.2018
Job overview
- Approved rental cars for Ford customers involved in the Takata Airbag Recall through the dealerships
- Ordered parts and approved repairs done on Ford vehicles for dealers across North America
- Managed over 90 incoming phone calls per day, building sustainable relationships and trust with customer accounts through open and interactive communication
- Met personal/customer service team sales targets and call-handling quotas by 50%
- Handled customer complaints and provided appropriate solutions and alternatives within the time limits; followed up to ensure the resolution to provide stellar customer service
- Kept records of customer interactions, processed customer accounts, and filed documents.
360insights.comFarmington Hills, MI
Administrative Assistant
02.2018 - 07.2018
Job overview
- Scanned rebate mail into Office SharePoint to manage the content in a database of files
- And cataloged the returned rebate forms and fulfilled advertising promotions
- Answered and directed phone calls
- Organized and scheduled appointments
- Wrote and distributed emails, correspondence memos, letters, faxes, and forms.
Dialog DirectTroy, Ml
Customer Service Agent
03.2017 - 07.2018
Job overview
- Assisted customers by taking catalog orders for Harriett Carter Catalogs and As Seen on TV merchandise
- Emailed donors' concerns about plasma donation for Grifols Donor Centers and set appointments for their offices to maximize blood donation efficiency by 50%
- Took orders for gift cards from over twenty restaurants and businesses: emailing customers' concerns to management after troubleshooting problems
- Setting appointments for blood donors for the New York, New Jersey, Kansas, and Missouri donor campaigns
- Researched information in databases to resolve customer issues.
Kohl'sRochester Hills, Ml
Seasonal Cashier, •Point of Sale Cashier
11.2016 - 01.2017
Job overview
Macy's, MI
Sales Representative
06.2008 - 01.2009
Job overview
- Selling gourmet candy and snacks as well as fine chocolates like Godiva by proactively assisting customers who were using devices to shop and compare, whether Macy's devices or their own
- Providing an exceptional customer experience by ensuring the customer is always the priority to minimize returns, including Macy's Loyalty Programs
- Demonstrated knowledge of store products and services to build sales with replenishment of stock
- Assisted the Support Colleague Team in the movement of fixtures and merchandise for new products, season changes, and clearance sets.
Education
The University of British Columbia
Excel Certificate
2023
University Overview
University of Michigan
Bachelor of Arts (B.A from English and Economics
12.1991
University Overview
Skills
- Conflict Resolution, Performance Management, Client Liaison, Customer Support, Interpersonal Communication
Timeline
Call Center Representative
Michigan Institute of Urology
04.2022 - 01.2023
Customer Service Advisor
General Motors
12.2018 - 04.2022
Customer Service Agent
Renkim Corporation
02.2018 - 07.2018
Administrative Assistant
360insights.com
02.2018 - 07.2018
Customer Service Agent
Dialog Direct
03.2017 - 07.2018
Seasonal Cashier, •Point of Sale Cashier
Kohl's
11.2016 - 01.2017
Sales Representative
Macy's
06.2008 - 01.2009
The University of British Columbia
Excel Certificate
University of Michigan
Bachelor of Arts (B.A from English and Economics
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