Endrit Grainca
Ferizaj,Kosovo
Summary
Friendly, organized, and tech-savvy professional with strong communication skills and a passion for customer service. Bringing over 3 years of experience in sales and customer support, with a strong ability to handle front desk responsibilities, manage client interactions, and maintain smooth office operations. Seeking a receptionist role where I can contribute to a welcoming and efficient environment.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Care/Customer Support Representative
Simetrix-Solutions
Ferizaj, Kosovo
10.2024 - 05.2025
- Processed customer orders and returns accurately using online systems.
- Resolved customer complaints through active listening and problem-solving techniques.
- Collaborated with team members to improve service response times consistently.
- Documented customer interactions in the CRM system for future reference.
- Conducted follow-up calls to ensure customer satisfaction after support interactions.
- Maintained knowledge of company products and services to provide informed assistance.
- Resolved customer inquiries in a timely manner.
- Engaged in active listening with callers to confirm or clarify information and diffuse anger.
- Advised customers on how best to use products or services offered by the company.
- Documented, tracked and monitored customer issues in CRM to foster resolution.
- Troubleshot customer issues using remote access software tools.
- Created detailed reports of customer issues for further review.
- Assisted customers with product information, pricing, billing, and troubleshooting.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Salesman
GFEM SHPK
Ferizaj, Kosovo
02.2022 - 10.2024
- Providing excellent customer service.
- Utilizing interpersonal communication and active listening to understand the customer needs so as to provide effective advice.
- Demonstrate critical thinking and multitasking skills in a fast-paced retail environment.
- Engaged customers to identify needs and recommend suitable products.
- Followed up with leads through phone calls and emails to confirm appointments.
- Managed calendar systems to optimize appointment scheduling and minimize conflicts.
Education
BA - English Language and Literature
University of Philology "Hasan Prishtina"
Prishtina07.2025
Skills
- Microsoft Office
- Ability to Work Under Pressure
- Communication
- Ability to Work in a Team
- Customer Service
- Adaptability
- Team collaboration
- Organization and recordkeeping
Certification
Advocacy Campaign Design and Development, 05/01/19, For Participation in PODIUM: Advocacy for Change Workshop, and successful completion of professional training in advocacy campaign design and development.
Languages
- Albanian
- English
<Enter your own>
- Citizenship: Albanian
- Date of Birth: 02/05/01
Languages
Albanian
First Language
English
Proficient (C2)
C2
Timeline
Customer Care/Customer Support Representative
Simetrix-Solutions
10.2024 - 05.2025
Salesman
GFEM SHPK
02.2022 - 10.2024
BA - English Language and Literature
University of Philology "Hasan Prishtina"
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