Jasmina Uraj
Tolo
Summary
Detail-oriented data analyst with over 5 years of experience in customer service and office management. Expertise in leveraging data to drive insights, enhance decision-making, and optimize operations. Skilled in using analytical tools to identify trends and improve customer satisfaction. Proven ability to communicate complex data findings clearly and collaborate effectively with cross-functional teams. Committed to using data-driven strategies to elevate service quality and operational efficiency.
Overview
3
3
years of professional experience
Work History
Customer Service Representative/Data Analyst
Teleperformance
08.2023 - 07.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Collected, cleaned, and analyzed large datasets to provide actionable insights for decision-making.
- Created detailed reports and visualizations using tools like Excel, SQL, Tableau, and Power BI.
- Collaborated with cross-functional teams to identify data needs and develop data-driven solutions.
- Conducted trend analysis, forecasting, and performance metrics to support business strategies.
- Developed and maintained databases, ensuring data accuracy and integrity.
- Translated complex data into clear, concise insights for non-technical stakeholders.
- Performed ad-hoc analysis to support business objectives and drive continuous improvement.
Receptionist Manager
Oasis
04.2021 - 09.2021
- Reduced wait times for clients with effective appointment management and timely communication of delays or changes.
- Improved team morale and productivity by providing ongoing support, training, and constructive feedback to reception staff members.
- Streamlined office operations for increased efficiency, implementing organized filing systems and optimizing appointment scheduling processes.
- Collaborated with the marketing team in creating promotional materials for reception areas, effectively promoting company services and offerings.
- Continuously improved front desk operations by staying current on industry best practices and incorporating relevant tools and technologies into daily workflows.
Education
Associate of Arts - Art Education
Epal
Nafplio, Greece10.2014
Skills
Customer Service
Problem-solving abilities
Active Listening
Critical Thinking
Data Entry
Computer Proficiency
Problem Resolution
Microsoft Excel
Scheduling
Microsoft Outlook
Product Knowledge
Paperwork Processing
Order Processing
Administrative Support
Microsoft Office Suite
Data Collection
Account updating
Research
Account Management
Timeline
Customer Service Representative/Data Analyst
Teleperformance
08.2023 - 07.2024
Receptionist Manager
Oasis
04.2021 - 09.2021
Associate of Arts - Art Education
Epal
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