Information Technology Call Center

References available upon request

ELION SALIAJ

**** – 18 Erskine Ave, Toronto, ON, M4P 0C9

(416) 270 - 3130 ***.********@*****.***

Objectives

Seeking full time employment in the banking/financial sector, telecommunications, and information technology industry where I can leverage my area of studies and experience. I have a passion for IT related roles, telecommunications, and financial customer representative roles.

Skills

• Certified in Emergency First Aid & CPR/AED Level C

• Certified in Learning Cloud Computing: Cloud Security and IT Security Foundations: Core Concepts

• Highly Proficient in V21, Salesforce, ICM Accounting Systems

• Experienced working in an inbound and outbound call center environment

• Experienced working in Financial Account Management

• Highly Experienced in Customer Facing Roles

• Highly Proficient in using various payment processing systems

• Experienced in HVAC products, services, and processes

• Experienced in SaaS sales products and services

• Consistently achieved/surpassed benchmark KPI’s

• Proficient in Organization Operations & Administrative process

• Completed Employment Essential Skills Program

• Strong communication and problem-solving skills

• Highly motivated, team-player attitude, organized and punctual

• Proficient in Microsoft Office Programs, Social Media Software, and Apple OSX Work Experience

Debt Administrator Consultant, Remolino and Associates Inc. February 2023 - Present

• Manage Large amounts of incoming / outgoing calls & emails

• Identify and evaluate client’s financial situation, offer affordable payback plan with the information provided by clients

• Educate clients on managing their finances

• Provide accurate information of the products and services using right methods/tools

• Meet Sales targets and quotas

• Always Ensuring adherence to operating procedures and policies

• Ensure timely delivery of reports and meet deadlines without delay Floor Support Supervisor, Single Point Group International Inc. August 2021 – March 2022

• Ability to upsell protection plans and retain customers various HVAC services and related products

• Assist with customer service calls and contact customers about their accounts

• Document customer calls accurately as per interaction completed

• Resolving of customer account discrepancies successfully in timely and professional manner

• Compliance of strict guidelines regarding privacy and protection of consumer information

• Assist agents on calls with the customer to ensure the right process is followed to reach a resolution

• Handle escalation calls with customer to deescalate the customer to ensure the resolution is achieved

• Process customer escalation email requests in timely and professional manner References available upon request

Senior Account Manager, Trust Advisory Services February 2019 – April 2021

• Sales experience, within a fast moving in target driven environment whiling meeting and exceeding targets

• Consistently met and surpassed my KPI’s– in target and referrals per month

• Ability to develop new business from warm leads and manage a sales pipeline

• Ability to work efficiently, multi- task and effectively under pressure

• Excellent communications skills on the telephone

• Ability to effectively use the payment systems to processing payments with customers on the phone

• Time management, organised, flexible, reliable, professional and team player attitude professional in the role

Wireless Activation Consultant, Rogers Inc. February 2018 – July 2018

• Responsible for all day-to-day direct fulfillment related activities, including validate order details, inputted order details gathered from the Rogers Direct tools into our customer account and billing system (V21, Salesforce, ICM) for - New Activations, Hardware Upgrades, and Wireless Service Requests (Hardware Upgrades Eligibility, Activation in Error, Data Option Add-ons, and Swap/Exchange)

• Provided feedback to the management team for process improvement.

• Actively participated in a team environment.

• Able to adapt to a fast-paced business environment and comfortable in managing changes to work, processes, systems, and technologies.

• Worked together to meet individual and team-based performance objectives by leveraging shared best practices (i.e., be open to feedback/Peer coaching etc.)

• Effectively met and surpassed my KPI’s with accuracy on a matrix point system of 300 points monthly target based on activations, Hardware Upgrades and Line Portability Migration. Volunteer Experience

Festival Administrative Volunteer/Usher, Luminato Festival 2016, Toronto, ON Jun 2016

• Supported the Volunteer Centres by replying to emails, logging hours, and helping volunteers sign in

• Usher at the Hearn Theatre helping patrons to their seats and providing support to the Front of House team Information Ambassador/Usher, Doors Open Toronto 2016, Toronto, ON May 2016

• Greeted guests at two different sites, administered safety waivers and provided information and directions Usher, Toronto Christmas Market 2015, Toronto, ON Dec 2015

• Greeted guests, scan and confirm tickets are legit and provide directional information to guests Information Ambassador/Usher, Scotiabank Nuit Blanche 2015, Toronto, ON Dec 2015

• Aided with programming and logistical operations for 15 hours, from sunset to sunrise Education

Humber College, School of Hospitality, Recreation and Tourism June 2016

• Bachelor of Recreational and Leisure Services

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