Jetmira Laci
Summary
Experienced telemarketing professional with a strong background in telecommunications and proficiency in the Salesforce platform. Demonstrates exceptional sales techniques, persuasive abilities, and resilience under stress. Skilled in polite phone etiquette, outbound calling, and multitasking, with a proven track record of achieving sales targets. Career goal includes leveraging expertise to drive sales growth and enhance customer satisfaction.
Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work history
Secretary
Brahma London
London
01.2025 - Current
- Performed data entry tasks; ensured accurate record keeping within the company database.
- Utilised Microsoft Office Suite skills to create crisp presentations and detailed spreadsheets.
- Organised business travel arrangements, ensuring smooth operations for all staff involved.
- Coordinated events that resulted in positive company exposure.
- Assisted in HR duties, resulting in streamlined hiring processes.
- Managed stock of office supplies, eliminating unnecessary expenditure.
- Scheduled appointments for executive management team.
- Built positive relationships with customers and clients to maintain outstanding service provisions.
- Maximised team productivity by maintaining adequate levels of office supplies.
Call Center Agent
Ring Telecom
Tirana
03.2023 - 01.2024
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Maintained professional demeanour during challenging customer interactions, maintaining calm under pressure.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Managed and escalated complaints effectively, resulting in positive customer outcomes.
- Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
- Planned and delivered customer service training, boosting satisfaction levels.
- Maintained up-to-date client records in database systems.
- Actioned customer feedback to enhance contact centre service provisions.
Contact Center Representative
InterCall Albania
Tirana-Albania
01.2019 - 03.2023
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Increased customer satisfaction by resolving issues.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
Education
Foundation Degree in Arts - Art
Kristal University
Tirana Albania 09.2006 - 06.2009
Skills
- Knowledge in telecommunications
- Salesforce platform competence
- Sales techniques understanding
- Resilient to stress
- Sales persuasion
- Polite phone etiquette
- Outbound calling experience
- Multitasking
- Telemarketing
Affiliations
- Art
- Travelling
- Running
Timeline
Secretary
Brahma London
01.2025 - Current
Call Center Agent
Ring Telecom
03.2023 - 01.2024
Contact Center Representative
InterCall Albania
01.2019 - 03.2023
Foundation Degree in Arts - Art
Kristal University
09.2006 - 06.2009
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