Adil Hoxha
Cobblebank
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Customer Service Consultant
Bank Of Queensland
01.2023 - Current
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Increased client retention through exceptional service and timely solutions to issues.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Provided personalized assistance for customers, ensuring their needs were met efficiently and effectively.
- Managed difficult situations with tact, diffusing tensions and achieving positive outcomes for all parties involved.
- Collaborated with team members to share best practices and improve overall performance within the department.
- Trained new personnel in Pro Hub regarding company operations, policies and services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Increased efficiency and performance by monitoring team stats and providing feedback in team huddles.
Hospitality Supervisor
Slices
05.2022 - 12.2023
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs
- Evaluated employee performance and coached and trained to improve weak areas
- Maintained compliance with company policies, objectives and communication goals
- Worked with management team to implement proper division of responsibilities
- Consistently met quarterly sales goals and increased customer retention rate
- Manage and control workers who do sales, record stock, harmonize cash receipts, or carry out certain services, such as pumping refined petroleum for clients.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Trained new hires in food handling and safety protocols to boost knowledge and performance.
- Streamlined operational efficiency by implementing effective scheduling and staff management practices.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
Pick Packer
Coles Distribution Centre
09.2021 - 03.2022
- Carefully followed a schedule to ensure timely deliveries and pick-ups
- Achieved production targets by maintaining high productivity levels and communicating with team members regarding orders and fulfillment
- Moved boxes and organized aisles to open up floor space and enable forklift operators to move freely through warehouse
- Checked packing slips and other documentation to appropriately box items requested by clientele
- Prepared orders for shipment by inserting associated paperwork, tagging boxes and scanning barcodes to upload package data to tracking system
- Prepared orders by processing requests, pulled materials from warehouse, packed boxes and prepared shipments
- Minimized waste and reduced volume of packaging materials used to prepare shipments.
Hospitality Worker
Slices
12.2018 - 03.2020
- Planned and executed more than five special events per year
- Proactively responds to documents, safety hazards, employee and customer incidents
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers
- Took customer orders and capitalized on opportunities to sell special beverage and food options
- Upsold menu items to customers, driving up per sale revenues and maximizing profits
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers
- Stayed up-to-date on menu changes to offer current and accurate information and help customers select optimal meal choices based on individual preferences
- Set up booking for customer and as well setting up functions
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
Voice Picker
Miter 10
09.2019 - 12.2019
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Loaded, unloaded and moved material to and from storage and production areas
- Performed general housekeeping and cleaning tasks, including, sweeping, pulling weeds, painting and power washing
- Checked packages and merchandise for damage and quickly notified vendors to request replacements
- Wrapped pallets in shrink wrap prior to loading.
Hospitality Worker
Cafe Greco
06.2017 - 12.2018
- Collaborated with various team members to meet guests' requests
- Increased customer service ratings significantly through personable service
- Wiped, sanitized and maintained floors, facility and equipment to adhere with company standards and procedures
- Fulfilled customer orders while complying with pricing, packaging, and weighing procedures
- Maintained clean and attractive product displays to entice customer purchases
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness
- Stayed up-to-date on menu changes to help customers make food choices
- Inspected dishes and utensils for cleanliness
- Used cash registers and credit card machines to cash out customers
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
Education
Certificate II in Electrical -
Victoria University
Sunshine, VIC04.2019
High School Diploma -
Lakeview Senior College
Caroline Springs, VIC10.2018
Skills
- Working Independently And Within A Team
- Flexible Multi-Tasking And Self-Organization
- Punctuality And Time Management
- Computer Skills
- Communication Skills
- Using Own Initiative, But If Necessary Will Seek Assistance
- Workplace Health And Safety Knowledge
- Problem Solving With Strong Attention To Detail
- Bilingual Communication Skills: English/Albanian
hobbies and interests
- Writing
- Playing Chess
- Reading
- exercising
- Painting
- Woodworking or other projects
References
Mikaele Lemauai | Supervisor - Slices 0422 742 014
Sami Smith | Team Leader - BOQ 0456 249 213
Timeline
Customer Service Consultant
Bank Of Queensland
01.2023 - Current
Hospitality Supervisor
Slices
05.2022 - 12.2023
Pick Packer
Coles Distribution Centre
09.2021 - 03.2022
Voice Picker
Miter 10
09.2019 - 12.2019
Hospitality Worker
Slices
12.2018 - 03.2020
Hospitality Worker
Cafe Greco
06.2017 - 12.2018
Certificate II in Electrical -
Victoria University
High School Diploma -
Lakeview Senior College
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