Katarina Ivanaj
Oakland,MI
Summary
Seasoned Ambassador known for highly productive and efficient task completion. Possess specialized skills in diplomatic negotiation, intercultural communication, and conflict resolution. Excel in using critical thinking, adaptability, and effective communication to navigate complex international relations and represent interests with integrity. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
10
10
years of professional experience
Work History
Senior Client Experience Ambassador
United Wholesale Mortgage
Pontiac, MI
10.2015 - Current
- Collaborated with team members to develop strategic engagement plans.
- Organized training sessions for new ambassadors to ensure consistent messaging.
- Maintained relationships with local businesses to strengthen partnerships.
- Increased sales by attending local events and educating customers on offered services.
- Organized and coordinated high-level diplomatic visits and delegations.
- Trained and mentored new team members on customer service best practices.
- Monitored call center metrics to evaluate team performance and productivity.
- Resolved escalated customer issues through effective communication and problem-solving.
- Implemented process improvements to enhance efficiency within the call center.
- Conducted regular team meetings to share updates and motivate staff engagement.
- Monitored calls for quality assurance purposes.
- Provided guidance, training, coaching and mentoring to call center team members.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Call Center Supervisor
United Wholesale Mortgage
10.2015 - Current
- Supervised daily operations and ensured adherence to company protocols.
- Monitored call center metrics to evaluate team performance and productivity.
- Coordinated schedules and managed staffing levels to meet service demands.
- Resolved escalated customer issues through effective communication and problem-solving.
- Conducted regular team meetings to share updates and motivate staff engagement.
- Oversaw adherence to compliance regulations and quality assurance standards.
Education
Bachelor of Science -
Oakland University
Rochester, MI04-2010
Skills
- Customer service
- Conflict resolution
- Team building
- Training and development
- Call center management
- Sales strategy
- Event coordination
- Customer education
- Product recommendations
- Team collaboration
- Teamwork
- Detail-oriented
- Multitasking
- Customer relationship management
- Call monitoring
- Strong leadership
- Hiring oversight
- Call center customer service
Timeline
Senior Client Experience Ambassador
United Wholesale Mortgage
10.2015 - Current
Call Center Supervisor
United Wholesale Mortgage
10.2015 - Current
Bachelor of Science -
Oakland University
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