Overview
Work History
Education
Skills
Timeline
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Vedrana Hotic

Zavidovici,BIH

Overview

13
13
years of professional experience

Work History

Call Center Quality Analyst

TD Bank
Jacksonville
01.2022 - Current
  • Answered customer questions about products and services and recommended appropriate solutions.
  • Hired, trained and motivated team members to strengthen customer service strategies and boost satisfaction levels.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Handled customer billing errors by researching issues in system and asking detailed questions.
  • Supported sales team members to drive growth and development.
  • Assessed employees through on-site observation and interviews to determine strengths and weaknesses in work performance, methods, and team functions.

Abdi Ibrahim Pharmaceuticals

Pharmaceutical Sales Regional Manager
Tuzla, Bosnia
12.2017 - 12.2021
  • Recruited, trained and scheduled employees to fulfill quality standards and expectations of management.
  • Utilized client satisfaction surveys to improve service quality.
  • Communicated regularly with management to discuss quality trends.
  • Achieved territory, individual and company goals for call metrics, sample distribution, market share and sales.
  • Implemented and developed strategic business plans.
  • Enhanced customer relationships while exceeding sales objectives by 37%.
  • Increased profit by 50%

Senior Call Center Representative

Aetna Health Insurance
Jacksonville
01.2014 - 11.2021
  • Managed customer inquiries through telephone, email and social media interfaces.
  • Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
  • Obtained insurance verification and authorization to submit financial clearance of patient accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Increased customer satisfaction ratings 70% by effectively answering questions, suggesting effective solutions and resolving escalated concerns.

Pharmaceutical Sales Specialist

Takeda Pharmaceuticals
Jacksonville
03.2012 - 01.2014
  • Achieved territory, individual and company goals for call metrics, sample distribution, market share and sales.
  • Educated clients on product benefits and provided demonstrations.
  • Scheduled appointments with medical professionals to sell specific products.
  • Maintained department profitability while controlling expenses and promoting customer satisfaction.
  • Increased ongoing revenue from existing customers by 25% by encouraging product implementation and utilization.

Education

Bachelor of Science - Psychology/Marketing

University Of Sarajevo
Bosnia

Skills

  • Business development
  • Employee training
  • Conflict resolution
  • Claims processing
  • Communication skills
  • Trilingual in (Bosnian, English, German)
  • Communication, Team work
  • Performance assessment
  • Mentor/Motivator
  • Analytical
  • Critical thinking
  • Supervision & leadership
  • Decision-making
  • CNPR- Pharmaceutical Sales Certificate

Timeline

Call Center Quality Analyst

TD Bank
01.2022 - Current

Abdi Ibrahim Pharmaceuticals

Pharmaceutical Sales Regional Manager
12.2017 - 12.2021

Senior Call Center Representative

Aetna Health Insurance
01.2014 - 11.2021

Pharmaceutical Sales Specialist

Takeda Pharmaceuticals
03.2012 - 01.2014

Bachelor of Science - Psychology/Marketing

University Of Sarajevo

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Vedrana Hotic