Velestina Sadikaj
Queens
Summary
Practiced customer service professional with expertise and deep passion for helping customers. Successful at processing high-volume calls in fast-paced environments while maintaining detailed records and satisfying customers with successful resolutions. Experienced in maintaining privacy of confidential and sensitive information.
Overview
9
9
years of professional experience
Work History
Customer Care Advisor
Vodafone Albania
Tirane
01.2023 - 02.2025
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Ensured all customer inquiries were responded to promptly and professionally.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Excelled in exceeding daily credit card application goals.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Assisted customers with navigating websites for online orders or account management tasks.
- Promoted available products and services to customers during service, account management and order calls.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Explained product features, benefits, and pricing options to customers.
- Monitored customer satisfaction levels through surveys and other feedback mechanisms.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Identified customer needs and provided appropriate solutions.
- Processed customer account changes with proprietary software.
- Surpassed sales goals through implementation of successful marketing strategies.
- Delivered customer support to high call load each shift.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Contacted customers about potential service upgrades, new services and account changes.
- Resolved customer complaints via phone, email, mail, or social media.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Mentored junior team members and managed employee relationships.
Communications Coordinator
Municipal Office
Tirane
09.2021 - 01.2023
- Created content for multiple social media channels.
- Coordinated production of marketing materials such as videos, podcasts.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Guided employees in handling difficult or complex problems.
- Developed draft story angles, press releases, byline articles and marketing materials.
- Facilitated communication between departments to ensure effective cross-functional collaboration on projects.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Used knowledge of marketing and communications to create emotional bonds with consumers and clients.
- Delegated work to staff, setting priorities and goals.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Researched and prepared reports required by management or governmental agencies.
- Managed website content including design updates, graphics creation, copywriting.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
- Recruited, interviewed and selected employees to fill vacant roles.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Assisted in the development of promotional materials such as brochures, newsletters, flyers.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Conducted research into current trends in communications strategies and tactics.
- Collaborated with team to promote, plan and organize communication materials.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Floor Manager
Dritan Hysenaj
Tirane
01.2018 - 08.2021
- Organized and updated schedules to optimize coverage for expected customer demands.
- Coached team members on customer service techniques and provided feedback on performance.
- Resolved customer complaints or escalated them as necessary for further resolution.
- Reviewed completed work to verify consistency, quality, and conformance.
- Managed store opening and closing procedures to optimize store readiness and maintain strict financial controls.
- Implemented cost-saving measures such as reducing labor costs without sacrificing quality of service.
- Improved customer service ratings by developing strong knowledge of company's products and services.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Stayed up-to-date on extensive company products and services.
- Managed inventory and stock levels in coordination with purchasing and receiving department.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
- Produced thorough, accurate and timely reports of project activities.
- Assigned work and monitored performance of project personnel.
- Regularly communicated with vendors regarding orders placed or deliveries expected.
- Analyzed business performance data and forecasted business results for upper management.
- Provided exceptional customer service by addressing inquiries promptly and professionally.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Implemented quality control measures to uphold company standards.
- Developed strategies for increasing sales productivity and profitability within the department.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored inventory levels, restocked shelves as needed, and reported any discrepancies to management.
- Provided training and guidance to new employees regarding store policies and procedures.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Performed quality assurance procedures to deliver products and services that met standard grade.
- Mentored employees in management of complicated sales, complex issues and difficult customers.
- Proposed or approved modifications to project plans.
- Created daily work schedules for staff members according to the needs of the business.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Participated in meetings with upper management to discuss progress reports or operational updates.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Maintained a safe, clean and organized floor environment.
- Trained, motivated, and oversaw team delivering outstanding service to every customer.
- Responded promptly to inquiries from customers via phone calls, emails, or face-to-face interactions.
- Connected with customers to provide assistance and collect feedback to optimize operations.
- Created and managed budgets for travel, training, and team-building activities.
- Recruited and trained new employees to meet job requirements.
- Managed inventory and supplies to ensure materials were available when needed.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Managed household errands and other essential duties.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Price Change Team Member
Dritan Hysenaj
Tirane
06.2017 - 12.2017
- Read orders to obtain item numbers and located merchandise in bins or on shelves.
- Communicated regularly with vendors regarding product availability, pricing, delivery times.
- Created reports outlining trends related to pricing changes and their effects on overall revenue.
- Analyzed customer purchase patterns over time in order to identify opportunities for upselling or cross-selling products.
- Issued supplies, materials and products to team members based on information from requisitions.
- Developed processes for ensuring timely updates of price changes within the system.
- Kept work areas clean, neat and organized for optimal productivity and worker safety.
- Coordinated with marketing teams on initiatives designed to attract customers through competitive prices.
- Provided support during audits by preparing documents related to pricing policies and procedures.
- Received and counted stock items, recording data manually or on computer for inventory purposes.
- Recommended disposal of obsolete stocks to write off unsellable items from inventory.
- Maintained close relationships with suppliers in order to negotiate favorable terms on bulk orders or long-term contracts.
- Packed products into designated boxes, taking care to protect items from damage or shifting during transport.
- Tracked outgoing orders to provide shipping status to customers.
- Packed and unpacked items, checking breakables before stocking on shelves.
- Read orders to verify attributes and quantities of merchandise.
- Stocked shelves, racks, and bins with new or transferred merchandise.
- Identified opportunities for cost savings through improved processes and procedures.
- Placed products on conveyors for final wrapping and shipment.
- Stamped price tags on merchandise, referring to official price lists.
- Set up advertising signs on shelves and counters to attract customers and promote sales.
- Demonstrated great teamwork skills with staff members involved in production and transport.
- Reviewed and updated pricing information in the company database to ensure accuracy.
- Stored and organized items in tool or supply rooms, allowing for easy retrieval.
- Achieved cost-savings by developing functional solutions to problems.
- Managed inventory and supplies to ensure materials were available when needed.
- Maintained updated knowledge through continuing education and advanced training.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
Cashier
Dritan Hysenaj
Tirane
03.2016 - 06.2017
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Issued receipts, refunds, credits or change due to customers.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Answered phone calls to assist customers with questions and orders.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
- Built and maintained productive relationships with employees.
- Answered customer inquiries regarding store policies and procedures.
- Checked personal identifications during alcohol and tobacco sales.
- Counted and balanced cashier drawers.
- Maintained work area and kept cash drawer organized.
- Greeted customers promptly and responded to questions.
- Discounted purchases by scanning and redeeming coupons.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Processed credit card, cash, and check payments, ensuring all transactions were accurate.
- Answered customer questions and provided store information.
- Performed other duties as assigned by management.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Completed day-to-day duties accurately and efficiently.
- Recognized by management for providing exceptional customer service.
Education
Public Relations
Aleksander Moisiu
Albania09-2020
Skills
- Customer service
- Customer relationship management
- Order processing
- Issue resolution
- Product knowledge
- Data entry
- Team collaboration
- Appointment scheduling
- Email communication
- Quality assurance
- Documentation and reporting
- Verbal and written communication
Languages
English
Professional
Spanish
Limited
Italian
Limited
Timeline
Customer Care Advisor
Vodafone Albania
01.2023 - 02.2025
Communications Coordinator
Municipal Office
09.2021 - 01.2023
Floor Manager
Dritan Hysenaj
01.2018 - 08.2021
Price Change Team Member
Dritan Hysenaj
06.2017 - 12.2017
Cashier
Dritan Hysenaj
03.2016 - 06.2017
Public Relations
Aleksander Moisiu
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