Egreta Murati

• Built positive customer rapport through friendly, professional communication.
• Answering inbound calls, emails, live chats.
• Mange new bookings, update and follow up excising bookings.
• Make sure to be up to date with policy & procedure regarding international shipment s and Heavy Weights.
• Advised clients of products and services and sold additional offerings to increase sales numbers.
• Coordinate between sales, accounts, customs & Wearhouse to give best optimal solution to every enquiry.
• Follow up claims & complaints for account holders and new/cash customers.
• Mange all the phone call in professional manner during busy hours of the day and provide resolution.
• Enhanced brand loyalty, provided excellent service at all times.
• Accepted direct payments and set up invoicing and payment plans for complex orders.
• Entered, updated and removed customer information to keep accounts current.

• Ensuring a welcoming environment during high-demand periods.
• Engaged with customers directly and through phone communications.
• Implemented courtesy calls to guests as necessary.
• Developed comprehensive financial reports for check-in and check-out processes.
• Collaborated with food and beverage team to ensure successful events and conferences.
• Perform regular room inspections for compliance according policies & procedures.
• Follow up effectively on lost and found requests from guests within the deadlines of the hotel.
• Report to the Management any issues, complaints or inconveniences.

• Taking ownership of HR policies and procedures, ensuring legal compliance and best practice.
• Monitoring changes in employment legislation and implementing updates where needed.
• Producing HR reports, dashboards and insights around key people metrics including absence, turnover and engagement.
• Supporting employee relations activity including absence, conduct and performance matters.
• Working collaboratively with colleagues across HR, compliance, finance and wider teams.
• Maintain accurate and up-to-date employee records in line with commpany policies.

• Prepare HR documentation (contracts, onboarding materials, offbording documentation, employe evaluation and developmemt)

• Co-ordinate onboarding and offboarding processes, ensuring all the deadlines are up to date.

• Maintain compliance docs, training records, and audit documentation

• Payroll & Budgeting to support the department during staff absences or maternity covers

• Maintain office calendars, schedule appointments and coordinate meetings, conferences, and travel arrangements for the Executive Officer
• Coordinate office events, including staff meetings, training sessions, and social gatherings, assisting with logistics, catering, and setup as needed.
• Process invoices, expense reports, and other financial documents, ensuring accuracy.
• Assist with HR-related tasks, such as new hire onboarding, employee orientation, and personnel file management.
• Ordered office supplies in a timely manner to avoid any work stoppages due to lack of resources.
• Assist with IT-related tasks, such as setting up workstations, troubleshooting basic technical issues, and liaising with IT support providers.
• Compile and maintain contact lists, directories, and organizational charts for the office.
• Handle confidential and sensitive information with discretion and confidentiality, following privacy regulations and company policies.
• Assisted in budget preparation, optimising expenditure control.
• Prepared reports, providing important information for management decision making.
• Handled correspondence with clients, improving external relationships.
• Drafted periodic reports to inform upper management on KPIs and operational issues.

• Mange CEO diary of events, organize calendars, prioritize meetings and events.
• Arrange domestic/international travel and manage related expenses in collaboration with the finance department.
• Create reports, presentation and meting materials.
• Organize meetings & conference, hold minutes of meeting and delegate the relevant information to management team and stakeholders, follow up on action topics
• Maintain discretion with sensitive executive & company information
• Track progress of initiatives ,coordinate resources & support special projects.
• Maintain effective oversight of the Executive Director's email inbox, ensuring timely attention to correspondence and appropriate delegation.
• Draft correspondence for final approval by the Executive Director.
• Act as the primary point of contact for all queries on behalf of the Executive Director.
• Handled confidential documents securely maintaining privacy and trustworthiness within the firm.
• Prepared professional business correspondence on behalf of senior staff and organisation.