AMINA KOZICA
Summary
Building customer relationships which inspire confidence and loyalty. A highly efficient and motivated individual who can adapt well to new environments and learn new processes quickly to achieve outstanding results. Strong ability to multi-task and prioritize, and able to organize, train and monitor teams. Seeking a new, challenging role in Real Estate which will utilize existing skills. I am an eager professional who wants to meet client needs through thorough knowledge of local real estate opportunities. Collaborates with cross-functional teams to meet objectives.
Overview
21
21
years of professional experience
Work history
Call Center Specialist (REMOTE)
Jungborn (German Market)
Dubai, UAE
10.2022 - Current
- Used targeted questioning techniques to determine customer needs and appropriate support.
- Maintained call center efficiencies, ensuring clear, effective communication with all departments.
- Managed and escalated complaints effectively, resulting in 23% positive customer outcomes.
- Recommended technology to improve call flow, reducing customer waiting times by up to 3.4 minutes.
- Optimised customer experience by tailoring responses to individual needs.
- Enabled efficient follow-up by accurately recording customer requirements and details.
Call Center Specialist (REMOTE)
JT CARE
Abu Dhabi, UAE
10.2020 - 09.2022
- Optimised customer experience by tailoring responses to individual needs.
- Maintained call centre efficiencies, ensuring clear, effective communication with all departments.
- Planned and delivered 13 customer service training, boosting satisfaction levels by 3%.
- Answered 2500+ customer queries daily via inbound calls, emails and live chats.
- Used targeted questioning techniques to determine customer needs and appropriate support.
- Facilitated strategic decision-making by producing accurate, comprehensive end-of-shift reports.
- Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
- Attended regular product training to enhance customer advice.
Sales specialist
SANDISK
Dubai, UAE
01.2010 - 03.2010
- Gave customers the correct advice, and after understanding their needs, up-sold services and turned objections into sales opportunities.
- Displayed merchandise in prominent locations within stores to promote sales.
- Assisted in training new members of staff.
- Took inbound calls, dealt with questions efficiently and effectively and input data into ICT systems.
- Provided excellent customer service at all times.
- Tracked competitions, current market and consumer buying trends to develop marketing plans and strategies.
- Cold called prospective clients to secure in-person appointments and pitches.
- Trained and educated new staff in sales techniques and product knowledge.
CUSTOMER SERVICE SPECIALIST
CM COSMETIC MARKET
Sarajevo, Bosnia Herzegovina
07.2008 - 09.2009
- Assisted customers with finding suitable products and checked availability in ICT Systems.
- Understood clearly each product the company sells and their benefits.
- Focused on quality rather than quantity.
- Recommended many different products to the customer based on their requirements.
- De-escalated objections and disputes professionally to maintain customer satisfaction.
- Thoroughly monitored compliance with customer service standards to maintain stellar industry reputation.
RESTAURANT MANAGER/ADK DONER
02.2003 - 06.2008
- Encouraged feedback from restaurant customers, using insights to implement positive process changes.
- Improved Front-of-House (FOH) staff productivity by elevating greeting and seating processes.
- Maintained safe working and guest environments, reducing injury and incident risks.
- Achieved financial goals through rigorous restaurant budgeting and forecasting.
- Lead the restaurant operations and ensured the customers are satisfied with the restaurant services.
- Trained other staff and trainees.
- Ensured there is a focus on customer happiness in every transaction.
- Documented surveys to capture customers satisfactions.
Education
Bachelors in Catering - Catering
HIGH SCHOOL OF CATERING AND TOURISM/ SARAJEVO
Sarajevo/Bosnia HerzegovinaSkills
- Customer Service
- Catering
- Restaurant Management
- Tech Sales
- Team supervision
- Complaint handling techniques
- Customer communication
- Email and live chat support
- Bilingual customer service
- Online customer service
- Inbound call handling
- Customer retention
- Telemarketing
- Customer needs analysis
- Expert communicator
- Customer communications
Languages
English
Upper intermediate
German
Advanced
Bosnian
Native
Timeline
Call Center Specialist (REMOTE)
Jungborn (German Market)
10.2022 - Current
Call Center Specialist (REMOTE)
JT CARE
10.2020 - 09.2022
Sales specialist
SANDISK
01.2010 - 03.2010
CUSTOMER SERVICE SPECIALIST
CM COSMETIC MARKET
07.2008 - 09.2009
RESTAURANT MANAGER/ADK DONER
02.2003 - 06.2008
Bachelors in Catering - Catering
HIGH SCHOOL OF CATERING AND TOURISM/ SARAJEVO
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