Summary
Overview
Work History
Education
Skills
Personal Information
Awards
Timeline
Generic

Jonida Dervishi

Tirana

Summary

Experienced senior customer specialist with a track record of leading high-performing teams to deliver exceptional customer service. Proven ability to build strong client relationships, resolve complex issues, and drive customer satisfaction. Skilled in implementing strategies to enhance operational efficiency and elevate the customer experience. Strong communicator with excellent leadership abilities and a passion for exceeding customer expectations.

Overview

11
11
years of professional experience

Work History

Visa and Immigration Officer

G Solutions Group
11.2024 - Current
  • Processing visa applications and data entry
    in accordance with standard operating
    procedures.
  • Collecting and verifying documents and
    passports at the visa application center.
  • Coordinating the handover of passports
    between the government, couriers, and
    applicants.
  • Managing postal applications.
  • Managing customer inquiries in person, via
    email, and over the phone.
  • Successfully resolving customer complaints.
  • Collecting fees and handling cash.
  • Preparing reports for daily transactions.

Senior Customer Specialist

TLScontact Ltd
10.2022 - 11.2024
  • Supervise and support Junior Customer Service to implement continuous improvement and train new staff
  • Handle customer complaints assertively and efficiently
  • Developing strategies to enhance the overall customer experience
  • Offering personalized solutions tailored to individual customer needs, conducting in-depth troubleshooting for intricate problems and providing in-depth product or service knowledge beyond basic inquiries
  • Flag to Manager applications that may give rise of concern and deliver exact and accurate reports about daily operations
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Implemented quality assurance measures to maintain high standards of service across all client interactions.

Customer Specialist

TLScontact Ltd
09.2015 - 09.2022
  • Handle day-to-day Visa Applications in compliance with standard operations procedures
  • Greeting applicants, supporting completions, checking applications, obtaining biometric data and other documentation
  • Ensuring engagement with applicants providing a first-class service and positive customer experience
  • Following established and defined filing and administration process guided by a CRM system
  • Verified accuracy of customer account information and updated when necessary.
  • Responded to customer inquiries via phone, email and web-based platforms.

Administrative Assistent

Taiwan Complex Ltd
02.2014 - 09.2015
  • Assist in preparation of regularly scheduled reports
  • Organize and schedule meetings and appointments
  • Develop and maintain filing system of employees
  • Maintain contact list, sending and receiving emails, answer and direct calls
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.

Education

Msc Degree - Public Administration

Mediterranean University of Albania
09.2022

BSc Degree - Language and Communication (English-Italian)

Universit of Foreign Language Tirana
09.2013

High School Diploma -

Gjergj Pekmezi High School
06.2010

Skills

  • Leadership
  • Communication
  • Time Management
  • Problem-Solving
  • Conflict Resolution
  • Decision Making
  • Customer Relationship Management
  • Teamwork
  • Organization
  • Office Administration
  • Flexibility
  • Social Skills
  • Technical Proficiency
  • Financial skills
  • Visa applications
  • Integrity and honesty

Personal Information

  • Place of Birth: Pogradec
  • Date of Birth: 02/03/92
  • Gender: Female
  • Nationality: Albanian

Awards

Employee of the Year, TLScontact Albania, 2023

Timeline

Visa and Immigration Officer

G Solutions Group
11.2024 - Current

Senior Customer Specialist

TLScontact Ltd
10.2022 - 11.2024

Customer Specialist

TLScontact Ltd
09.2015 - 09.2022

Administrative Assistent

Taiwan Complex Ltd
02.2014 - 09.2015

BSc Degree - Language and Communication (English-Italian)

Universit of Foreign Language Tirana

High School Diploma -

Gjergj Pekmezi High School

Msc Degree - Public Administration

Mediterranean University of Albania

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Jonida Dervishi