JELENA JURIC
Summary
Successful Customer service with 5 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
7
7
years of professional experience
Work History
Customer Service Advocate
HID Global
03.2022 - 12.2023
- Ensuring EBS Oracle is set with accurate default for dedicated customer accounts across Europe
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Streamlined communication for non-English speaking customers, providing comprehensive support and ensuring their needs were met.
- Assisted in training new hires, sharing expertise and insights to help them excel in their roles as Customer Service Advocates.
- Boosted efficiency by proficiently utilizing company''s CRM system to manage customer interactions and track resolution progress.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved accounting, service and delivery concerns.
- Provided constructive feedback on team members'' performance, contributing to their professional growth and skill development.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
Receptionist
Tony Burke Motors
02.2022 - 02.2022
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Confirmed appointments, communicated with clients, and updated client records.
Assistant Manager
Supermac's Galway
03.2019 - 10.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
Office Administrator
Maistra Ltd. Monte Mullini Hotel
04.2017 - 01.2019
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Interacted with customers by phone, email, or in-person to provide information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.
- Reduced administrative errors by diligently proofreading office documents and maintaining accurate records.
- Maximized office space utilization by maintaining a clean, organized work environment that encouraged productivity and efficiency.
- Safeguarded company information by maintaining strict confidentiality protocols and ensuring secure document storage practices.
Education
MBA - Entrepreneurship
Faculty of Economics
Osijek, Croatia09.2016
BBA - Marketing
Faculty of Economics
Osijek, Croatia 09.2014
Skills
- EBS Oracle
- Staff education and training
- Customer Service and Relations
- Order Processing
- Microsoft Office
- CRM: Salesforce
- Problem-solving abilities
- Administrative Support
- Complaint Handling
- Assertiveness
- Active Listening
- Coordination
Languages
Croatian
Native language
English
Advanced
C1
German
Elementary
A2
Spanish
Elementary
A2
Timeline
Customer Service Advocate
HID Global
03.2022 - 12.2023
Receptionist
Tony Burke Motors
02.2022 - 02.2022
Assistant Manager
Supermac's Galway
03.2019 - 10.2021
Office Administrator
Maistra Ltd. Monte Mullini Hotel
04.2017 - 01.2019
MBA - Entrepreneurship
Faculty of Economics
BBA - Marketing
Faculty of Economics
Similar Profiles
VENKATESH VRHVENKATESH VRH
Manager Cloud Security at HID GlobalManager Cloud Security at HID Global
Manikandan InbamaniManikandan Inbamani
Senior Staff Engineer at HID GlobalSenior Staff Engineer at HID Global
SATHEESH PSATHEESH P
Senior Analyst – Security Operations at HID GlobalSenior Analyst – Security Operations at HID Global
Akshay GanjooAkshay Ganjoo
International Sales Development Representative at HID GlobalInternational Sales Development Representative at HID Global
Tiffany LovatoTiffany Lovato
Customer Service Advocate at CignaCustomer Service Advocate at Cigna