Silvija Cesarec

  • Abu Dhabi UAE
Silvija Cesarec


Administrative professional, offering excellent communication and organization skills. Meets
deadlines and works with a high level of multicultural awareness and adaptability.Friendly
Customer Service Agent skilled in communicating with people of diverse cultures while
providing exceptional customer service.

Work experience

Work experience
Jun 2011 - Present

Call Center Agent

Etihad Airways - Abu Dhabi
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints empathetically and┬áprofessionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Accurately documented, researched and resolved customer service issues.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Managed high call volume with tact and professionalism.
  • Defused volatile customer situations calmly and courteously.
  • Action emails from DE Guest service, Info Germany
  • Working in Ephiphany and handling GRP English and German calls
Mar 2010 - May 2011

Admission officer

Franco Emirien Hospital - Abu Dhabi
  • Admission for patients (to open inpatient file with exact patient's data and accompany the patient to the room).
  • Scheduled surgeries for multiple surgeons and booked operating rooms.
  • Verified and created claim numbers by communicating with various insurance companies.
  • Contacted patients regarding unpaid and underpaid accounts to resolve any issues.
  • Welcoming the visitors at reception area and assisting them with the full information about admitted patients.
  • Maintaining and updating inpatient database.(For inpatient, Doctors statement, monthly statistic information )
Jun 2005 - Sep 2009

Sales &Marketing Agent

Mea Media d. o. o. - Croatia
  • Newspaper and Radio station
  • Worked closely with clients to identify their needs and challenges and provide solutions- oriented campaign themes.
  • Responded to customer questions and requests in a prompt and efficient manner.
  • Engage with customers in a sincere and friendly manner.
  • Built relationships with customers to increase likelihood of repeat business.
  • Researched and customized service proposals for clients.
  • Organized company files and creating support system to decrease workload and increase productivity of account managers


2002 - 2006


Faculty of Economics and Business - University of Zagreb




Mother Language: Croatian
Other Languages: English, German, Serbian, Bosnian

Computer Skills

Microsoft Office (Word, Excel, PowerPoint, Internet )



Text Section

  • Verbal and written communication skills
  • Skilled problem solver
  • Flexible
  • Positive and friendly
  • Active listening skills
  • Team player
  • Organized