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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

Jun 2011Present

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 professionally.
  • 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 2010May 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 2005Sep 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




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