ORNELA GUDA
27 Wotan Drive, Epping
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Cashier
La Famiglia Epping
08.2023 - Current
- Processed customer orders and accurately handled payment transactions.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
Customer Service Representative
Startrack Aus Post
01.2023 - 07.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Managed over 40 customers calls per day.
Human Resources Specialist
Albacall Sh.A
01.2020 - 03.2023
- Managed payroll processing and benefits to compensate employees for service rendered.
- Resolved employee complaints and grievances successfully through mediation and collaboration.
- Partnered with senior leadership to establish and develop corporate and HR policies and procedures.
- Oversaw and managed hiring process and assisted human resources.
- Planned and managed recruitment activities for new hires using strategic personnel, staffing, and position management practices.
Retail Assistant
Zara
01.2019 - 12.2020
- Maintained tidy and organized store environment to comply with cleanliness standards.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Customer Service Consultant
Abramo Customer Care For (Vodafone)
12.2017 - 12.2018
- Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Retail Sales Assistant
Etos Parfumeri
07.2016 - 10.2017
- Helped customers complete purchases, locate items, and join reward programs.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Increased sales by offering advice on purchases and promoting additional products.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Developed professional relationships with customers to increase loyalty, retention and rapport.
- Utilized upselling techniques to promote additional products and increase sales.
Education
Bachelor - Finance And Accounting
Agricultural University of Tirana
Tirana, Albania07.2016
Master of Financial Analysis - Finance
La Trobe University
Bundoora, VIC07.2025
Master of Science - Finance And Accounting
Agri Cultural University of Tirana
Tirana, Albania03.2020
Skills
- Customer Service
- Verbal and Written Communication
- Team Cooperation
- Meeting Sales Goals
- Returns and Exchanges
- Available Nights, Weekends and Holidays
- Retail Support
- Purchase Packaging
- Credit and Cash Transactions
- POS Systems
- Payment Processing
- Technical Support
- File and Records Management
Certification
Junior accountant Internship - Finance Partner - Albania - 2017.
Accountant Internship- Gt Trans Company - Albania- 2020.
Reference
Orjada Lika
Customer Service Team Manager at StarTrack ( Australia Post)
0413635111
orjada.lika@startrack.com.au
Arli Gishta
Customer Service Supervisors at La Famiglia (Epping)
0430090378
arligishta18@gmail.com
Languages
Albanian
Native or Bilingual
English
Full Professional
Italian
Full Professional
French
Limited Working
Timeline
Customer Service Cashier
La Famiglia Epping
08.2023 - Current
Customer Service Representative
Startrack Aus Post
01.2023 - 07.2023
Human Resources Specialist
Albacall Sh.A
01.2020 - 03.2023
Retail Assistant
Zara
01.2019 - 12.2020
Customer Service Consultant
Abramo Customer Care For (Vodafone)
12.2017 - 12.2018
Retail Sales Assistant
Etos Parfumeri
07.2016 - 10.2017
Bachelor - Finance And Accounting
Agricultural University of Tirana
Master of Financial Analysis - Finance
La Trobe University
Master of Science - Finance And Accounting
Agri Cultural University of Tirana
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