Zendesk
Silvana Lama
CS Agent
Durrës,DR
Summary
Experienced Customer Service Representative, fluent in English and Italian language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including product questions, issue resolution and order processing.
Dynamic individual with hands-on experience IT in education system, and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
6
6
Certifications
5
5
Languages
Work History
Customer Support Agent
Neo Group
- Provided timely assistance in Italian/English language, to customers via email and live chat channels, ensuring a high level of professionalism at all times.
- Working with Intercom and other system platforms
- Maintaining excellent quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in positive feedback.
IT supervisor
INSTAT
- IT support for CENSUS 2023 project (Population and Housing Census)
- IT assistance through all the project
- Technical support
- Maintenance of CSEntry application and tablets
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
Customer Support Agent
Simetrix Solution
- Support agent in italian/english language
- Using Zendesk platform
- Utilized multiple software applications simultaneously while assisting customers, demonstrating excellent multitasking abilities.
- Delivered exceptional service by resolving customer inquiries in a professional and empathetic manner.
- Managed high call volumes under pressure, maintaining composure and professionalism at all times.
- Worked in refund and legal issues tickets
Data entry operator
Redon Consulting
- Entering data into the system for italian pharmaceutical prescriptions
- Completed data entry tasks with accuracy and efficiency.
IT and Curriculum Monitoring
Local Education Office
- Orientation and coordination of teachers regarding the Curriculum
- Management of national exams
- Keeping statistics and school data, etc
- Served as primary liaison between IT and other departments, facilitating open communication and ensuring that technology initiatives aligned with overall objectives.
Head of Curriculum Monitoring and Professional Development Sector
Local Education Office
- Orientation and coordination of teachers regarding the Curriculum
- Management of national state exams
- Keeping statistics and school data, etc
- Worked well in a team setting, providing support and guidance.
IT Specialist
Education Office
- Management of the State Exam
- Participated in IT projects supporting infrastructure improvements or new product launches.
- Coordinator for SOCRATES, SITOS projects
- Regional coordinator of PISA and ROMALB projects-Management of the HRMIS system -Disposal and management of various data related to education
Financial Analyst Intern
Durrës Regional Hospital
- Controlling and monitoring the quantity of input work materials and exit in this sector
- Maintenance and systematization of invoices
- Improved financial forecasting accuracy by conducting thorough research and analysis of trends.
Accounting Assistant Intern
Mimoza Karaj
- Controlling the financial statements
- Keeping and organizing the necessary invoices for the financial statements
Education
Master of Science - Business Informatics
European University of Tirana
Tirana, Albania 04.2001 -
Professional Master - Teaching
Aleksandër Moisiu University
Durrës, AlbaniaSkills
Very good communication skills
Responsibility at work
Able to work in group
Adaptability
Systematic way of working
Management of work situations
Multitasking
Customer service
Product knowledge
Problem-solving
Data collection
Data entry
Live chat support
Technical support
Coordination
CRM software proficiency
Certification
Certificates from 'Informatika Durrës' center for Microsoft Office package
Others
Driving License: B
Software
Intercom
Finance 5
Alpha
CRM
Interests
Walking in nature
Volunteer in helping stray cats
Interior design
Psychology
Reading
Movies
Timeline
Master of Science - Business Informatics
European University of Tirana
04.2001 -
Certificates from 'Informatika Durrës' center for Microsoft Office package
ECDL (European Computer Driving Licence) certificate received in Italian language
Certificate for knowledge and skills in using the program 'FINANCE 5'
Certificate 'Graphic Design'
FCE diplomas for English language
Microsoft Office
Customer Support Agent
Neo Group
IT supervisor
INSTAT
Customer Support Agent
Simetrix Solution
Data entry operator
Redon Consulting
IT and Curriculum Monitoring
Local Education Office
Head of Curriculum Monitoring and Professional Development Sector
Local Education Office
IT Specialist
Education Office
Financial Analyst Intern
Durrës Regional Hospital
Accounting Assistant Intern
Mimoza Karaj
Professional Master - Teaching
Aleksandër Moisiu University
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