Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
RABIJES SELIMI

RABIJES SELIMI

Lawrenceville,GA

Summary

Personable and dedicated customer service representative with extensive experience in customer relations, data entry, and technical support Tier 2. Demonstrates a strong commitment to being a solid team player with an upbeat, positive attitude. Proven skill in establishing rapport with clients, ensuring their satisfaction, and contributing to company success. Continuously motivated to maintain high levels of customer satisfaction, making me an asset in any role or department assigned.

Overview

13
13
years of professional experience

Work History

Technical Support Tier 2

Verizon
11.2021 - Current
  • Handled escalated cases from Tier 1 support staff, applying advanced problem-solving techniques to resolve challenging technical situations.
  • Collaborated with cross-functional teams to identify and address recurring system issues, enhancing overall product performance.
  • Reduced response time for customer inquiries by implementing efficient ticket prioritization strategies.
  • Demonstrated strong communication skills while explaining complex technical concepts to both customers and colleagues across various departments.
  • Developed and maintained detailed documentation of troubleshooting procedures and resolutions, streamlining future problem-solving efforts.
  • Maintained up-to-date knowledge on company products and industry trends to provide accurate information and solutions to customers.
  • Enhanced the quality of support by regularly participating in training sessions and professional development opportunities.
  • Managed multiple high-priority tasks simultaneously, ensuring swift resolution of critical issues.
  • Provided comprehensive technical support for software and hardware, resulting in minimized downtime for clients.
  • Regularly exceeded established performance metrics, demonstrating consistent dedication to outstanding support services.
  • Conducted root cause analysis for persistent issues, leading to long-term improvements in product stability and performance.
  • Assisted in the creation of internal knowledge base articles, improving access to technical resources within the team.
  • Assisted new hires with onboarding tasks, including system setup and training on company policies and procedures.
  • Improved customer satisfaction by resolving complex technical issues in a timely manner.
  • Leveraged remote diagnostic tools to troubleshoot customer systems effectively without requiring onsite visits, saving time and resources.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Diagnosed and troubleshot hardware, software and network issues.

Customer Service Supervisor

CardWorks Servicing
08.2020 - 06.2022
  • Cross trained in multiple departments to know all company needs and train new employees
  • Analyzed and updated all necessary changes to Salesforce software
  • Processed customer service requests via phone support and email support
  • Customized CRM using the most up-to-date tools (i.e., workflows, triggers)
  • Noted customer correspondence in CRM to track requests, problems and solutions
  • Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services

Data Entry/Account Administrative Representative

Gilbert Displays
07.2019 - 08.2020
  • Performed administrative tasks and assisted in executing business solutions
  • Successfully entered data into company database and validated the accuracy of valuable company information
  • Used and analyzed data from automated information aggregators to update the database
  • Generated data reports, enter company findings into the database and perform backups
  • Supported data entry across departments as requested, switching promptly to new projects

Customer Services Representative

Marcum Search
01.2017 - 06.2019
  • Assisted staff with resolving complex customer issues and implementing targeted solutions
  • Cross trained in multiple departments to process customer service requests via phone support, email support or live chat when needed
  • Documented customer correspondence in CRM to track requests, problems and solutions
  • Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
  • Guided customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools
  • Assisted customers by providing confirmations, answering questions and offering general information

Billing Clerk

AlphaGraphics
02.2012 - 09.2018
  • Executed billing tasks and recorded information in company databases.
  • Verified accuracy of billing data and corrected discrepancies.
  • Improved billing accuracy by diligently reviewing invoices and reconciling discrepancies.
  • Managed high volume of invoices while maintaining attention to detail, resulting in improved financial accuracy.
  • Handled account payments and provided information regarding outstanding balances.
  • Assisted with month-end closing procedures, contributing to an organized and punctual financial reporting process.
  • Interacted with customers to resolve billing disputes and respond to inquiries.
  • Monitored outstanding invoices and performed collections duties.
  • Maintained confidentiality of sensitive customer information by adhering to strict privacy guidelines, upholding the company''s reputation for professionalism in handling personal data.
  • Demonstrated excellent time management skills by prioritizing tasks and meeting deadlines in a fast-paced, high-volume work environment.
  • Managed invoicing and payment processing operations.
  • Developed strong relationships with clients by providing exceptional customer service during phone calls or email communications regarding billing matters.
  • Maintained up-to-date customer records with accurate contact information, ensuring timely invoice delivery.
  • Processed customer invoices, credit memos and payments within established timelines.
  • Maintained detailed records of customer payments and billing adjustments.
  • Enhanced client satisfaction by promptly responding to inquiries and resolving billing issues professionally.
  • Generated daily, weekly and monthly reports for billing department.
  • Expedited payment collection by consistently following up on overdue accounts and sending payment reminders.
  • Adapted quickly to changes in company policies or procedures, maintaining consistent performance levels during periods of transition.
  • Entered and maintained billing information in company internal databases for accessibility.
  • Streamlined billing processes for increased efficiency and reduced errors through meticulous organization.
  • Enhanced team productivity by training new staff on billing software and procedures.
  • Supported accounts receivable by reconciling billing discrepancies, enhancing financial accuracy.
  • Assisted in transitioning to new billing system, ensuring seamless changeover with minimal disruptions.
  • Optimized billing department's digital filing system, improving document retrieval times.
  • Developed custom billing solutions for complex accounts, ensuring client needs were met with precision.

Education

Suffolk Community College
06.2022

Skills

  • Detail-Oriented Efficiency
  • IT Support Services
  • Medical Insurance Rep
  • Team Leadership Experience
  • Customer Email Assistance
  • Salesforce Proficiency
  • Zendesk
  • Customer Needs Assessment
  • Strategic Solution Development
  • Accurate Call Documentation
  • Refund Management Skills
  • Detail-Oriented Data Management
  • Customer Relationship Management Expertise
  • Real-Time Chat Assistance
  • Skilled in Microsoft Office Applications
  • Payment Processing
  • Proficient in Programming Languages
  • Web Development (HTML, CSS, JavaScript)
  • Database Management (SQL, MySQL, Oracle)
  • Cloud Computing (AWS, Azure, Google Cloud)
  • Network Administration (TCP/IP, DNS, DHCP)
  • Cybersecurity (Firewalls, Intrusion Detection Systems)
  • Data Analysis (Excel, R, Tableau)
  • Machine Learning (TensorFlow, scikit-learn)
  • iOS and Android App Development
  • Agile Methodologies (Scrum, Kanban)
  • DevOps (Continuous Integration, Docker)
  • UI/UX Design (Adobe XD, Sketch)
  • Project Management Expertise
  • Quality Assurance (Test Automation, Bug Tracking)
  • Big Data Technologies (Hadoop, Spark)
  • Linux System Administration
  • System Support Skills
  • Virtualization (VMware, Hyper-V)
  • Robotics and Automation
  • Clear Communication in Documentation

Languages

Albanian
Native or Bilingual

Timeline

Technical Support Tier 2

Verizon
11.2021 - Current

Customer Service Supervisor

CardWorks Servicing
08.2020 - 06.2022

Data Entry/Account Administrative Representative

Gilbert Displays
07.2019 - 08.2020

Customer Services Representative

Marcum Search
01.2017 - 06.2019

Billing Clerk

AlphaGraphics
02.2012 - 09.2018

Suffolk Community College

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