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Work Background
PlanetRefund Officer
Jun. 2022Dubai, United Arab EmiratesAs a Refund Officer, I deliver tax refunds on eligible tax-free purchases across 150000+ retail stores in 29 countries. I welcome international shoppers at the refund / validation point while serving as a main point of contact. I provide detailed information on refund methods to customers after validating tax-free purchases. In addition, I remediate problems related to tax-free purchases while providing high-quality customer support throughout the validation process. Notable Achievements β
Implemented onsite solutions to optimise customersβ tax refund processes, such as collecting information, escalating case to the manager, processing re-evaluation requests, and then recommending a solution to help the customers. β
Efficiently managed tax refunds complaints and issues to achieve customer satisfaction. Partnered with Refund and Operations Manager and team members to escalate and resolve system / validation problems. β
Served as a Subject Matter Expert (SME) to raise awareness of customers on tax refund scheme rules / procedures. β
Followed applicable policies and procedures to ensure validation of referred tax refund claims.
Consulcesi GroupCustomer Service Representative / Legal Consultant / Sales Advisor
Mar. 2021 - May. 2022Tirana, AlbaniaIn this role, I rendered legal and sales consultation services and ensure superior customer service while working at the Consulcesi Group (the largest network in Europe dedicated to healthcare professionals). I updated and maintained CRM, ERP, Salesforce systems to create an accurate record of customer call data. One of my key responsibilities was to develop customer profiles while handling unresolved issues in the internal CRM system. I suggested solutions to resolve bill payment issues in coordination with managers. Also, I recommended best-suited bill payment solutions for the customers by adapting consultative approach. I managed high-frequency customer calls by leveraging articulate communication skills. ππ¨ππππ₯π ππππ¨π¦π©π₯π’π¬π‘π¦ππ§ππ¬ β
Delivered consultation to recommend robust bill payment solutions for the customers. β
Supported customers in handling account financials and providing reminders about overdue bills. β
Rendered consultation to support clients (health care professionals, doctors, nurses) in resolving reimbursement disputes and legal problems, encompassing civil, penal, and labour matters. β
Acquired deep knowledge of organisational products by actively participating in monthly training and service workshops.
COMDATA GroupCustomer Service Specialist
Aug. 2018 - Dec. 2020Tirana, AlbaniaI served as a Customer Service Specialist for a global service provider with an employee base of 50,000. I provided support to coordinate account financials, implement credit adjustments, and process customer bill payments. ππ¨ππππ₯π ππππ¨π¦π©π₯π’π¬π‘π¦ππ§ππ¬ β
Drove customer service excellence while managing a high call volume of 300. β
Resolved customer concerns/complaints in a timely and efficient manner to achieve over 90% customer satisfaction scores. β
Yielded roughly 50-70 leads per week by suggesting/promoting new products and services that meet customer needs.
COMDATA GroupCredit Collector
Sep. 2015 - Aug. 2018In this role, I managed credit collection aspects that included reviewing the company debtor list, coordinating debt collection efforts with the sales team, accounting, and legal department. I updated the systems with accurate details to maintain records of all payment plans. I ensured on-time fraud detection and prevention by identifying/reporting suspicious activities. ππ¨ππππ₯π ππππ¨π¦π©π₯π’π¬π‘π¦ππ§ππ¬ β
Created effective plans and strategies to optimise debt collection processes. β
Conducted successful negotiations with customers to present the advantages and disadvantages of settling overdue balances. β
Negotiated and established repayment plans tailored to customers' financial circumstances while achieving debt recovery goals. β
Identified and monitored overdue accounts by utilising advanced technological systems. β
Managed 1100-1200 client inquiries per month related to account issues with professionalism. β
Streamlined debt repayment processes by proposing customers with effective actions and strategies. β
Rendered consultations to discover reasons for overdue payments and review contract terms.
Geniuss ServicesSales Advisor
Jun. 2014 - Dec. 2014Tirana, AlbaniaAs a Sales Advisor, I promoted company services to prospective customers by proactively managing outbound calls. I arranged appointments for the field consulting team while showcasing a keen understanding of individual customer needs. I facilitated seamless sales transactions by feeding customer data accurately into the computer system. Moreover, I acquired a deep knowledge of organisational products and services to engage customers. ππ¨ππππ₯π ππππ¨π¦π©π₯π’π¬π‘π¦ππ§ππ¬ β
Boosted sales growth by suggesting best-suited products to customers while providing informed responses to customer inquiries. β
Educated prospects on productsβ features and benefits that increased purchases / sales. β
Secured new customer deals to successfully achieve weekly and monthly sales target. β
Contributed to the elevation of sales volume by organising and executing promotional campaigns.
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