ELISA GERXHALIU
Wakefield
Summary
Customer-focused and sales-driven professional with extensive experience in healthcare call centers and retail. Proficient in managing the customer journey from initial contact to appointment confirmation, ensuring a seamless experience. Demonstrated ability to meet KPI targets while handling high-volume inquiries across multiple communication platforms. Highly organized and reliable, consistently delivering exceptional customer care in fast-paced environments.
Overview
9
9
years of professional experience
Work history
Dental Bookings Executive
Space Dental Clinic
Wakefield
2025.05 - 2026.02
- Consistently exceed weekly KPI targets through strong sales performance and proactive follow-up.
- Confidently convert new and existing patient enquiries into paid consultations, generating revenue and supporting treatment plan uptake.
- Deliver a polished and persuasive service focused on selling consultations (£50 deposits) to drive long-term treatment conversions.
- Proactively follow up with leads, overcoming objections and reducing cancellations through confident communication and relationship-building.
- Skilled in booking optimisation – managing high-volume diaries, ensuring maximum schedule efficiency and revenue per day.
- Maintain accurate patient records and payment information with complete confidentiality and attention to detail.
- Create a warm, reassuring, and premium patient experience that builds trust and supports repeat business and referrals.
Health Advisor
NHS 111
Wakefield
2024.05 - 2025.05
- Supporting patients seeking medical advice with empathy, patience, and professionalism
- Assessing symptoms and guiding patients to the most appropriate healthcare services
- Communicating clearly and calmly in high-pressure situations
- Accurately recording sensitive information while maintaining confidentiality
- Working effectively within a structured, fast-paced call-centre environment
- Maintaining a reassuring and supportive manner during challenging calls
- Delivered high-quality, safe healthcare over telephones or online using clinical decision support systems.
- Calmed distressed or anxious callers by listening to individual concerns and offering helpful advice.
Customer Service & Retail Assistant
USC | Primark | H&M
Wakefield
2018.01 - 2024.05
- Delivering consistently high standards of customer service in busy retail environments
- Assisting customers with product selection, sizing, availability, and styling advice
- Handling customer queries, complaints, and returns in a professional and calm manner
- Processing transactions accurately using cash and card payment systems
- Maintaining strong visual merchandising and presentation standards on the shop floor
- Working collaboratively as part of a team to meet store goals and customer expectations
- Handled customer inquiries and complaints with professionalism, offering solutions to meet their needs.
- Collaborated with team members to achieve sales targets and improve store performance.
Front of House Receptionist
York House Hotel
Wakefield
2017.01 - 2018.01
- • Creating positive experience for the guests – Complaint handling
• Customer engagement
• Bookings online, Via phone and email
• Upselling and promoting the facilities of the hotel
• Cash and invoice handling - Maintained a tidy and welcoming reception area, reinforcing a professional company image.
- Resolved complaints and issues in a calm and professional manner, maintaining positive relations with clients and visitors.
- Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication
Education
BA - Fashion Communication & Promotion
University of Huddersfield
Huddersfield, KirkleesBusiness Extended Diploma (L3) - Distinction
Leeds City College
LeedsSkills
Customer service and patient care
Sales and KPI performance
Enquiry handling (phone, email, messaging)
Appointment booking and diary management
Clear and empathetic communication
Objection handling and complaint resolution
Problem solving and decision making
Time management and organization
Calmness under pressure
Customer relationship management (CRM systems)
Attention to detail and record keeping
Teamwork and professionalism
Timeline
Dental Bookings Executive
Space Dental Clinic
2025.05 - 2026.02
Health Advisor
NHS 111
2024.05 - 2025.05
Customer Service & Retail Assistant
USC | Primark | H&M
2018.01 - 2024.05
Front of House Receptionist
York House Hotel
2017.01 - 2018.01
Business Extended Diploma (L3) - Distinction
Leeds City College
BA - Fashion Communication & Promotion
University of Huddersfield