Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Sabina Salihovic

Des Moines

Summary

Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills.

Lead teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

9
9
years of professional experience

Work History

Senior Customer Experience Specialist

Principal Financial
07.2018 - Current
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
  • Taking ownership to ensure timely resolution of complaints and following through on questions, issues, trends and problems.
  • Representing Principal in a professional manner that fosters long-term relationships with customers and clients while delivering on participant expectations.
  • Collaborating with trainers to proactively identify training needs for all products supported.
  • Performing other job-related duties and special projects as needed.
  • Trained new customer service agents on policies and procedures to support favorable customer experiences.
  • Investigated customer complaints and escalated issues to address critical requests.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Trained new personnel regarding company operations, policies and services.

Collection Agent

CBE
10.2014 - 06.2018
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Achieved performance goals on consistent basis.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
  • Documented customer payment interactions and account statuses for future reference.
  • Maintained consistently high success rate of collecting on overdue accounts.
  • Negotiated payment plans with customers to prevent accounts from entering collections.
  • Verified compliance with relevant laws, regulations and best practices related to customer account management.
  • Entered client details and notes into system for interdepartmental access and review.
  • Developed and documented collection procedures and policies to comply with government regulations.

Education

Business Administration

University of Northern Iowa
Cedar Falls, IA

Skills

  • Team Management Experience
  • Issue and Complaint Resolution
  • Productivity Standards
  • Escalated Call Handling
  • Policy and Procedure Adherence
  • Organizational Systems
  • Client Relationships
  • Strong Computational Skills
  • Customer Care
  • Collaboration Experience
  • Team Training
  • Performance Goals

Languages

Bosnian
Native or Bilingual

Timeline

Senior Customer Experience Specialist

Principal Financial
07.2018 - Current

Collection Agent

CBE
10.2014 - 06.2018

Business Administration

University of Northern Iowa

Similar Profiles

CREATE PROFILE
Sabina Salihovic