Customer Service Order Processing

Malvina Dishani

Address: **** * ******* **, ************ PA, 19146 Mob: +1-267-***-****

E-mail: *******.*******@*****.***

LinkedIn: linkedin.com/in/malvina-dishani-pashaj-418aa174

Professional Summary

Highly organized and customer-focused professional with over 10 years of experience in customer service, marketing, and logistics coordination across global organizations. Proficient in SAP and skilled at managing client relationships, resolving issues, and ensuring seamless order processing and invoicing. Adept at streamlining operations, collaborating with cross-functional teams, and ensuring compliance with internal and external policies.

Skills

SAP (Order Processing, Monitoring, Reconciliation)

Customer Relationship Management (CRM)

Sales Coordination and Marketing Support

Freight and Logistics Coordination

Problem-Solving and Conflict Resolution

Multilingual

Professional Experience

Customer Service and Marketing/ Sika Tirana, Albania

Feb 2022 – Present

Managed sales order entry, processing, and invoice reconciliation with accounting systems and tax offices.

Coordinated freight forwarding, delivery schedules, and document preparation to ensure timely order fulfillment.

Assisted the sales team by providing product and pricing information, stock availability, and handling inquiries.

Communicated customer issues to management, facilitating resolutions to enhance satisfaction.

Streamlined processes to maintain compliance with internal policies and regulations.

Responsible for events and organizational activities both within and outside the company, including fairs, trainings, inaugurations, and internal staff events. Preparing marketing materials for strategic clients and managing office operations for all administrative needs.

PCP champion for new product introduction in the Albanian market. Label translations, as well as the administration of social media pages and the official website of Sika Albania.

Dedicated Customer Professional – Fuels & Lubricants/ ExxonMobil Prague, Czechia

Sep 2013 – May 2021

Handled customer orders from receipt through invoicing for Italian distributors, ensuring accuracy and timeliness.

Monitored orders using SAP, resolved delivery blocks, and coordinated with sales and production teams to address delays.

Provided product availability updates and quotations, ensuring exceptional customer support.

Managed account access systems, including account creation and password resets.

Resolved customer feedback and complaints, adhering to company policies, and emphasizing customer satisfaction.

Junior Sales Executive / Project Manager/ Unipower International Prague, Czechia

Aug 2012 – Sep 2013

Sold delegate seats in global vendor markets, researched prospects, and built lasting customer relationships.

Negotiated terms and closed sales agreements via phone, email, and in-person meetings.

Maintained and developed relationships with existing customers, driving client retention and loyalty.

Education

Bachelor's Degree, Language Interpretation and Translation/ University of Tirana, Albania 2007 –2011

Languages

English (Fluent)

Italian (Fluent)

Albanian (Native)

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