Nadina Tolja-Cicvara, Customer service coordinator

Nadina Tolja-Cicvara

Customer service coordinator

ICT Property Management

Location
United Arab Emirates
Education
Diploma, Veterinary Science
Experience
7 years, 11 months

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Work Experience

Total years of experience :7 years, 11 months

Customer service coordinator at ICT Property Management
  • United Arab Emirates - Abu Dhabi
  • November 2015 to November 2016

Effectively managing large amounts of incoming calls
• Identifying and assess customer’s needs to achieve satisfaction
• Building sustainable relationships of trust through open and interactive communication
• Providing accurate, valid and complete information by using the right methods/tools
• Meeting personal/team sales targets and call handling quotas
• Handling complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keeping records of customer interactions, processing customer accounts and filing documents
• Following communication procedures, guidelines and policies
• Providing daily, weekly and monthly reports

Customer service representative at Bin Majid Tours
  • United Arab Emirates
  • January 2015 to December 2015

listening to customer requirements and presenting appropriately to make a sale;
maintaining and developing relationships with existing customers in person and via telephone calls and emails;
cold calling to arrange meetings with potential customers to prospect for new business;
responding to incoming email and phone enquiries;
acting as a contact between a company and its existing and potential markets;
negotiating the terms of an agreement and closing sales;
gathering market and customer information;
negotiating on price, costs, delivery and specifications with buyers and managers; making long-last relationships with customers, hitting targets, tour guiding.
2014- 2015

Training manager at Grooming services
  • United Arab Emirates - Dubai
  • April 2015 to August 2015

Daily staff training, coaching, orientating, daily staff briefing meetings, supervising the daily operations inside of the store, daily contact with suppliers, making orders, making long term relationships with customers, staff appraisals, ensure store safety, ensure safety and wellbeing of animals, utilizing surveillance equipment.

Sales administrator at Fujairah-Al Diar Siji Hotel (ADNH)
  • United Arab Emirates - Fujairah
  • February 2014 to January 2015

Taking minutes, making daily, weekly and monthly reports for Sales& Marketing Team, answering all the calls and making appointments with companies, closely cooperating with Front Office Team and other department, sorting and archiving all the documentation for Sales & Marketing department.

Guest relation officer at Al Diar Siji Hotel
  • United Arab Emirates - Fujairah
  • February 2013 to February 2014

answering phones and operate a switchboard.
transfer calls to specific people.
answering inquiries about company.
greeting visitors warmly and making sure they are comfortable.
scheduling meetings and conference rooms.
coordinate mail flow in and out of office.
making bookings/reservations for walk in or guests through the phone (booking.com, res.net, reservations through e-mail)
selling rooms, negotiating room price
cancelling reservations from booking.com using fax
coordinating office activities
handle phone calls from people calling in sick.
gather personal and insurance information.
arrange appointments
Cashiering
making room keys
entering CID’s
sending emails and faxes.
performing basic bookkeeping, filing, and clerical duties.
preparing travel vouchers.
taking and relay messages.
updating appointment calendars.
schedule follow-up appointments

Customer service coordinaor at MIMO Medical
  • Bosnia and Herzegovina
  • May 2006 to May 2010

Greeting patients warmly and determining their needs
Making appointments, forwarding patients to the relevant individuals or departments,
Recommending merchandise based on individual requirements
Advising patients on utilization and care of merchandise
Providing advice to patients regarding particular products or services
Making long-term relations with patients

Education

Diploma, Veterinary Science
  • at University for Veterinary Science
  • September 2010
Diploma, Pediatric nurse
  • at High School Medical School
  • May 2005

Specialties & Skills

Multitasking
Management
Organizing
Problem Solving
Complaint Handling
Closing ability
COLD CALLING
CUSTOMER RELATIONS
Customer service skills
Active listening
MARKETING
Emotional intelligence
Management
Multi tasking
Organizing
Problem solving
Complaint handling

Languages

Arabic
Beginner
English
Expert
Italian
Beginner
Russian
Intermediate
Spanish
Expert

Training and Certifications

Emotional intelligence (Training)
Training Institute:
Abu Dhabi National Hotels
Date Attended:
February 2014
Duration:
20 hours

Hobbies

  • Animals wellbeing
    I studied at Faculty of Veterinary Science,gained lots of practice in treatment of animals which was useful experience for my volunteering at Grooming services and products "Furry Friends" in Dubai, UAE by taking an acting role of a Training manager.