Lejla Husejdic
Kentwood,MI
Summary
Driven and dedicated Customer Service Leader with extensive experience in travel industry. Motivated to maintain high customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships and cultivating partnerships. Success driving participation by leveraging employee incentives, employing engaging training methods and implementing team-building activities to meet business needs. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
23
23
years of professional experience
Work History
Career Counselor
Actalent
Grand Rapids, MI
07.2023 - Current
- Assisted individuals making career-related decisions by conducting assessments to measure skills, abilities and interests.
- Provided individualized counseling approaches based on socioeconomic status and cultural background.
- Reviewed employment applications, candidate backgrounds, skills, compensation needs and other qualifications.
- Explained job duties, compensation and benefits to potential candidates.
- Developed recruitment strategies to achieve required staffing levels for assigned requisitions.
- Monitored applicant tracking system actions to support hiring deadlines and streamline candidate experiences.
- Searched for qualified job candidates using computer databases, media advertisements or employee referrals.
- Sourced, qualified and conducted screening interviews with job candidates.
- Interviewed job applicants to obtain information on work history, education or job skills.
- Reviewed employment applications and job orders to match applicants with job requirements.
Customer Service Team Leader
Booking Holdings
Grand Rapids, MI
06.2013 - 12.2022
- Provided daily direction to call center associates.
- Developed monthly strategies to assist team members in meeting performance goals.
- Trained team members on new products and procedures.
- Attended job trainings to sharpen skills and keep informed of new products and procedures.
- Assisted with recruiting and hiring perspective candidates.
- Led on- and off-site customer support teams.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Set attainable daily, weekly and monthly goals to meet performance expectations.
- Motivated teams by recognizing and rewarding excellence.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Observed individual calls and provided relevant suggestions and feedback to promote success.
- Trained and coached team members in specifics related to customer experience.
- Facilitated bi-weekly team meetings to discuss goals, successes and areas for improvement.
- Held bi-weekly meetings with team members to provide constructive feedback on performance.
- Developed strategies and action plans to assist team members in meeting goals.
- Evaluated team members and prepared relevant quarterly and annual performance reviews.
- Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees.
- Managed employee concerns regarding attendance and conduct, performance, and delivered appropriate corrective action.
- Developed team members through one-on-one feedback sessions.
- 3 years of experience leading site wide "WOW" recognition program
- Took part in a site wide program that helped achieve higher satisfaction results in written communication by utilizing soft skills
- 1.5 years of experience leading "Mentoring Program" for new hires
- Successfully completed global experiment in increasing customer satisfaction via messaging system
Customer Service Supervisor
Booking Holdings
Grand Rapids, MI
04.2011 - 05.2013
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Customer Service Representative
Booking Holdings
Grand Rapids, MI
09.2010 - 04.2011
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Upheld quality control policies and procedures to increase customer satisfaction.
Lead Barista
HMS Host International
Grand Rapids, MI
04.2001 - 09.2010
- Repaired minor issues with equipment and handled troubleshooting tasks to keep coffee machines operational.
- Memorized official and off-menu coffee and tea preparations.
- Trained new employees in operational procedures and modeled duties for front and back house positions.
- Hosted coffee and tea tastings to showcase seasonal items and boost sales opportunities.
- Addressed and resolved customer concerns to maintain brand loyalty.
- Supported store manager with recruiting, interviewing and hiring baristas.
- Arranged merchandise and built eye-catching displays to increase sales.
- Established and adjusted ordering parameters to manage inventory.
- Greeted customers at front counter, answering questions and inputting specialty coffee orders into POS system.
- Checked temperatures of freezers, refrigerators and heating equipment.
- Discussed menu items and preparation methods with customers and suggested promotional items to increase sales.
- Created complex, hand-crafted beverages based upon customer preferences.
- Reconciled daily sales each shift, counting register drawers and resolving discrepancies.
Education
High School Diploma -
Volkshochschule
Minden, Germany 06.2000
Skills
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- Building Customer Trust and Loyalty
- Process Improvement
- Teamwork and Collaboration
- Cultural Awareness and Sensitivity
- Call Volume and Quality Metrics
- Recruiting and Interviewing
- Performance Management Systems
- Employee Development
- Hiring and Onboarding
- Coaching and Mentoring
- ADP Workforce Now
- Dayforce
- Zendesk
- Workday
- Nice
Languages
Croatian
Native/ Bilingual
German
Full Professional
Accomplishments
- Created highly effective new hire mentoring program that significantly impacted efficiency and improved operations.
- Led team to achieve high customer satisfaction, earning recognition from upper management and financial reward.
- Recognized as Employee of the quarter for outstanding performance and team contributions.
- Consistently maintained high customer satisfaction ratings.
Timeline
Career Counselor
Actalent
07.2023 - Current
Customer Service Team Leader
Booking Holdings
06.2013 - 12.2022
Customer Service Supervisor
Booking Holdings
04.2011 - 05.2013
Customer Service Representative
Booking Holdings
09.2010 - 04.2011
Lead Barista
HMS Host International
04.2001 - 09.2010
High School Diploma -
Volkshochschule
Similar Profiles
Luke Malek-ZadehLuke Malek-Zadeh
Account Manager - Construction Management & Engineering at ActalentAccount Manager - Construction Management & Engineering at Actalent
Erica GoodenErica Gooden
Registered Nurse Case Manager at ActalentRegistered Nurse Case Manager at Actalent
Ethan H. BarnwellEthan H. Barnwell
Engineering Technician at ActalentEngineering Technician at Actalent