Nadja Rusjan
Customer Service Representative
Gallarate,VA
Summary
Adept at fostering customer relationships and resolving complex issues, I significantly enhanced customer satisfaction at Diversey Europe. My expertise in CRM software and a calm, professional demeanor under pressure led to recognition as a top performer. Implemented a centralized purchasing system at Spandex, streamlining efficiency and improving order fulfillment processes.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
Diversey Europe
10.2013 - Current
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
Purchaser
Spandex
09.2005 - 05.2013
- Prepared purchase orders using ERP systems, ensuring accurate data entry and timely communication with suppliers.
- Maintained and reviewed computerized records of items purchased and costs associated with purchases.
- Computed and created purchase orders to monitor stock levels, verify purchase requisitions and expedite customer orders.
- Implemented a centralized purchasing system, increasing efficiency and reducing redundancies.
- Created purchase orders to monitor stock levels, verify purchase requisitions, and expedite customer orders.
- Managed the procurement process from requisition to payment, ensuring timely deliveries and accurate invoicing.
- Checked items received against items ordered by verifying receipts.
Education
Bachelor of Economics - Economics And Managment
University of Lubiana
Lubiana11-1989
Skills
- Customer Support
- Complaint resolution
- Quality Assurance
- Payment Processing
- Staff Training
- Order Fulfillment
- Credit card processing
- Conflict Management
- CRM Software
- Problem Resolution
- Process Improvement
- Calm and Professional Under Pressure
Accomplishments
- Collaborated with team of 50 in the development of Sales Force implementation.
- Supporting Sales team particularly complex and transitional period with great speed and efficiency.
Certification
- Salesforce Certified Administrator - Salesforce.
Languages
English
Intermediate (B1)
Italian
Bilingual or Proficient (C2)
Slovenian
Bilingual or Proficient (C2)
Croatian
Intermediate (B1)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- Linkedin.com/in/nadja-rusjan-386a766b
Interests
Work out
Travelling
Reading books
Work Preference
Work Type
Full TimeWork Location
HybridOn-SiteRemoteImportant To Me
Work-life balanceQuote
It's fine to celebrate success but it is more important to heed the lessons of failure.
Bill Gates
Software
SAP, Sales Force, Conexiom
Timeline
Senior Customer Service Representative
Diversey Europe
10.2013 - Current
Purchaser
Spandex
09.2005 - 05.2013
Bachelor of Economics - Economics And Managment
University of Lubiana
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