1. 1272 Hedgestone Cresent MIRASOPJANI 647-787-5004
Oakville,ON L6M-1X8 msopjani@hotmail.com
SKILLED CUSTOMER SERVICE REPRESENTATIVE
SKILLS PROFILE
 Dependableprofessional withsixyearsof experience interactingwithcustomersfromvariouseconomic
 Excellent communication skills to engage withcustomers in a courteous, empathic and skilful manner to
convey information concisely and promptly
 Bilingual in English and Albanian to ease interaction with customers fromvarious backgrounds and build a
rapport witha group of diverse customers
 Team player withstrong interpersonal skills who positively contributes to client experiences and team
sales results and targets
 Strong problem solving skills to mange conflicteffectively under pressure to meet customer needs and
ensure customer retention
 Exceptional time management and organizational skills to producing results in a constantly changing
environments while shifting priorities and demands
 Flexible to workvarious shifts ,including evenings, weekends and overtime to meet operational hours and
needs
 Proficientin MS Officeapplications MicrosoftWord, Excel,Access and PowerPointto work in a
computerized workenvironment
PROFESSIONAL EXPERIENCE
CustomerServiceRepresentative Metro, Toronto, ON 2013
 Interact with customers in a professional, warm and welcomingmanner delivering excellent customer
service and experiences
 Proactively engage with customers by answering questions and concerns while accurately processing their
purchases
 Manage cash register in a high paced environment by completing debit, credit and cash payments without
errors and shortages
 Respond to customer inbound calls relating to concerns and complaints while applying a high level of
negotiation skills ensuring all inquiries and complaints were handled with positive outcomes
 Ensure a safe and positive workenvironment forstaff and management by followinglocal Health and
Safety standards and regulations
Administrative Support PoliceFoundation Department, North York 2012
 Prepared and keyed in correspondence and legal documents, such as deeds, wills, affidavits with a high
level of accuracy
 Reviewed and proofread documents and correspondence to ensure compliance with legal procedures and
grammatical usage
 Supported director by scheduling appointments, meetings and conferencesto avoid confusion
 Set up and maintained filing systems, utilizing knowledge of legal records and procedures and frequently
controlling confidential materials and documents
 Opened and distributed regular, electronic mail, and other materials using a high levelof confidentiality
 Determined and established officeprocedures and routines while consulting withstaff and management to
include their input
 Tooknotes during conferencecalls and meetings to ensure information is conveyedclearly and precisely
 Completed general officeworkas required including preparing financial statements using a mathematical
skills

2. 647-787-5004 MIRASOPJANI msopjani@hotmail.com
AdministrativeSupport MicroSkills Development Centre, Toronto 2012
 Responded to enquiries from clients on the telephone regarding training programs and took accurate
messages
 Created spreadsheet with formulas and functions foreasy and fast data entry
 Entered and retrieved data from computerized tracking system
 Greeted clients coming into the officein a friendly and professional manner and redirected them to other
appropriate departments
 Performed the above while completing required practicum
CustomerServiceRepresentative Dukagjini Insurance Company, Albania 2004-2010
 Providedexceptional service to high profile customers in a respectful and professional manner maintain
high standards of customer service
 Exerted caution and maintained confidentiality while handling high profile accountsfor various key clients,
as wellas debit and credit card transactions
 Implemented goals and standard procedures in a goal and target driven environment
 Responded professionally to inbound phone calls while maintained personal daily logs in a clear manner
 Accurately prepared several statistical reports for submission tomanagement
Everest College Accounting-PayrollAdministration 2014
Canadian PayrollAssociation Certified, EverestCollege 2014
MicrosoftOfficeUser Specialist Certified, Community MicroSkills Development Centre, Toronto 2012
Advanced Computer and Customer Service Skills, Community MicroSkills Development Centre, Toronto 2012
Economy Faculty , University of Pristina 2009
High SchoolDiploma, Grade 12 Diploma, Sylejmani, Kosovo 2007
EDUCATION & CERTIFICATION