Irena Budic
San Gwann
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
9
9
years of professional experience
Work History
Customer Service Agent
Aniksi Limited
10.2024 - Current
- Providing help and advice to customers using organizations products and services
- Handling chats, email and telephone calls based on customers queries
- Focusing on proactive conversion,sales and retention
- Working towards company's KPIs
- Keeping up to the date with companies policies, products , promotions and competitions
- Providing excellent service and keeping customer well informed
European Customer Account Advisor
bet365
08.2023 - 10.2024
- Providing a positive customer experience and a first time resolution when assisting with queries
- Liaising with Internal departments in order to resolve customer queries
- Responding to customer queries in a timely manner via live chat and email
- Investigating issues and escalating when needed
- Promoting safer gambling
- Complying with policies and licenses requirements
Junior Human Resources Associate
Restaurant International LTD / Amigos
03.2023 - 08.2023
- Maintaining database records of employees
- Managing employee onboarding and offboarding processes
- First point of contact for employees
- Assist with the recruitment process by identifying candidates
- Preparing employment contracts
- Issue payments for suppliers and employee wages
- Handling employee vacation and sick days
- Check monthly stock take and update accordingly
Cashier
Amigos
08.2022 - 08.2023
- Cross-selling products and introducing new ones
- Issuing receipts, refunds
- Taking customers orders over the phone or via APP
- Answering customers quires regarding our products
- Dealing with any complaints that arise
- Opening and closing daily cash sales
Operations Associate
Wolt Malta LTD
04.2021 - 03.2023
- Onboard, retrain and grow the numbers of courier partners on Wolt's platform
- Engage in daily communication with courier partners
- Managing inventory and operational request's
- Controlling daily courier supply to ensure timely delivery of orders
- Check courier partners application process and submitted documents and request additional information when needed
- Monitoring couriers cash balances, to make sure that the cash is offloaded on time
- Managed and planned daily/weekly/ monthly reports to improve processes
- Communicated issues/new products to couriers
- Report any issues that arise to Management team
Office Manager
Condor Gaming
01.2020 - 11.2020
- Maintained office staff by recruiting, selecting, orienting and training employees
- Organized and scheduled meetings
- Point of contact to vendors, service providers and landlord
- Ensuring that everything is invoiced and paid on time
- Provide general support to visitors and team members
- Dealing with HR matters
- Organize stuff events
- Liaising with departments across the company, in developing new ideas, initiatives
Receptionist
G4S Security Services
03.2018 - 01.2020
- Answering the phones and transferring calls to the relevant departments
- Making appointments for clients via phone and email
- Providing information to clients regarding clinic services
- Keep track of medicine inventory
- Assisting with any administrative duties within the clinic
- Any additional tasks as the need arises or assigned by Charge Nurse
Shop Attendant
Bingo LTD
08.2016 - 01.2018
- Being the first point of contact with our customers and making sure they have the best experience
- Being responsible for the opening and closing of the shop
- Handling queries and ensuring that any technical issues are followed up and resolved in a timely manner
- Ensuring the shop is always kept clean and tidy
- Cash handling, which includes both receiving and paying out customers
- Communicating any changes to clients
Education
A1 German Language
Udemy-Online Courses
06-2021
Completion of Primary Education Certification
Guze Bonnici Primary School
06-2020
NCFE Level 2 Certification Cabin Crew
Sky People, Luqa
03-2016
Completion of Secondary Education Certification
St Clara Collage Girls Secondary School
06-2015
Skills
- Adaptability and flexibility
- Customer service
- Upselling
- Multitasking and organization
- Customer complaint resolution
- Customer relations
- Decision-making
- Issue escalation
Languages
Maltese, Serbian, English
Native language
Italian
Upper intermediate
B2
German
Beginner
A1
Timeline
Customer Service Agent
Aniksi Limited
10.2024 - Current
European Customer Account Advisor
bet365
08.2023 - 10.2024
Junior Human Resources Associate
Restaurant International LTD / Amigos
03.2023 - 08.2023
Cashier
Amigos
08.2022 - 08.2023
Operations Associate
Wolt Malta LTD
04.2021 - 03.2023
Office Manager
Condor Gaming
01.2020 - 11.2020
Receptionist
G4S Security Services
03.2018 - 01.2020
Shop Attendant
Bingo LTD
08.2016 - 01.2018
A1 German Language
Udemy-Online Courses
Completion of Primary Education Certification
Guze Bonnici Primary School
NCFE Level 2 Certification Cabin Crew
Sky People, Luqa
Completion of Secondary Education Certification
St Clara Collage Girls Secondary School
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