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Customer Service Microsoft Office

Prishtinë, 10000
January 17, 2018

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An enthusiastic and highly motivated bilingual individual who has a clear understanding of

the role and responsibilities associated with being a civil engineer.Having the ability to provide support for multiple concurrent priorities. I am able to establish, maintain and develop effective working relationships with service users, operational teams, delivery partners and colleagues. I possess a broad range of technical, personal effectiveness and leadership skills and use rigorous logic and methods to come up with effective solutions to difficult problems. I am also comfortable with and able to effectively cope with change, I have a long track record of making best use of any available resources and techniques. I currently work as First Line Support at IPKO Communications. IPKO Telecommunications, Customer Service Advisor June 2015-present

First point of call for investigation, resolution and reporting of all customers related complaints.

Identify, contact and build relationships with prospective customers via telephone.

Build market position by locating, developing, defining, negotiating and closing business relationships.

1st Line Support, December 2015 – present

Support Business Clients

Sales representative for Business Clients (upselling and cross-selling).

Maintain all IPKO’s communication channels (social networks and official company e-mail).

Provide support call agents with any various problems they face such as, software technicality and product knowledge.

Internship at A1 Architecture

First steps of engineering software such as AUTO-CAD, TOWER etc.

Working under pressure and dealing with very tight deadlines Shkëmb Shabani

1/1 ; 1/35 - St.”28 Nentori” 10000, Prishtine - Kosovo


Sex: M Date of birth: 15/09/1991 Nationality: Serbian / Kosovan (Dual Nationality) POSITION

Graduate Civil Engineer



15 /06/2015 - Present


Volunteer work for Red Cross in Bujanovac

During my time at Red Cross, I volunteered to take part in seminars, I learnt decision making under pressure, leadership skills and organizational skills. SYDHR Regional youth forum

During my time at Sydhr youth form I attended debate tournaments where I debated in Serbian and English.

I debated such topics as international business and international human rights.

I gained experience on working as a team and found it enjoyable.

Shared knowledge and experiences with colleagues.

In possession of Driver’s License “B” category since 2009 15/11/2005-26/1/2005




Bachelor of Science in Construction Engineering and infrastructure at University for Business and Technology –UBT. Graduated in October 2017

Sezai SURROI Gymnasium- Bujanovac,

A qualifications

Mother tongue Albanian


Listening Reading





English C2 C2 C2 C1 C2

Serbian C1 C2 C2 C1 C2

Communication skills Good communication skills gained through my experience as 1St line Support at IPKO where I am responsible for the most important clients of the company.


/managerial skills

Leadership (while the manager and the supervisor have the weekends off, I am responsible for the office on weekends_.

Job-related skills Good command of quality control processes. Digital competence

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