Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Maja Katic

Douglas

Summary

Successful Government Intern with 5 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in Government field. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Overview

18
18
years of professional experience

Work History

Customer Service Executive

MuchBetter
04.2021 - 04.2023
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
  • Boosted customer retention rates by providing exceptional service and building rapport with clients.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Sought ways to improve processes and services provided.

Assistant Administrator

Knox House Trust
09.2020 - 02.2021
  • Managed purchasing, stocking and organizing inventory.
  • Managed daily schedules and appointments for senior staff, ensuring timely attendance and optimal productivity.
  • Maintained [Type] office equipment and placed orders for materials in short supply to manage office supply inventory.
  • Handled sensitive information discreetly, maintaining confidentiality of personal data and proprietary business documents.
  • Performed routine clerical tasks by scanning, filing, and copying documents.
  • Arranged conference rooms and facilities to prepare for meetings.
  • Maintained digital databases, physical files and area logs.
  • Generated reports detailing findings and recommendations.
  • Gathered, organized and input information into digital database.

Customer Service Representative

M&S
07.2019 - 06.2020
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Responded proactively and positively to rapid change.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Investigated and resolved accounting, service and delivery concerns.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

Personal Carer

Rosecroft
09.2014 - 07.2015
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Provided emotional support during difficult times, offering companionship and empathy to enhance mental wellbeing.
  • Facilitated activities of daily living such as grooming, dressing, and personal hygiene for increased self-esteem and confidence among patients.
  • Provided safe mobility support to help patients move around personal and public spaces.
  • Assisted in medication management for timely administration and accurate dosing, ensuring optimal health outcomes.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Assisted with meal planning, preparation, and feeding for balanced nutrition aligned with dietary restrictions or preferences.
  • Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
  • Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
  • Developed strong rapport with patients and families, fostering trust and open communication regarding care plans.
  • Assisted patients with self-administered medications.
  • Transported individuals to events and activities, medical appointments, and shopping trips.
  • Cooked meals and assisted patients with eating tasks to support healthy nutrition.
  • Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
  • Laundered items, changed sheets and made bed to keep patients' bedroom clean.
  • Replaced bandages, dressings, and binders to care for wounds and encourage healing.
  • Completed regular check-ins and progress report for each client.
  • Monitored clients' overall health and well-being and noted significant changes.

Telecommunications Sales Representative

T-Com
06.2012 - 05.2014
  • Participated in industry events, trade shows, and conferences to represent the company''s brand and forge new business connections.
  • Conducted persuasive presentations to demonstrate the value and benefits of our telecommunications solutions to potential clients.
  • Boosted client satisfaction by addressing their concerns promptly and offering tailored solutions for their telecommunications needs.
  • Streamlined internal processes by collaborating with cross-functional departments such as marketing, finance, and operations teams.
  • Enhanced product knowledge, attending regular training sessions and staying informed on latest industry trends.
  • Collaborated with team members to develop and execute successful sales strategies for achieving regional goals.
  • Greeted customers and helped with product questions, selections, and purchases.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Greeted customers and provided outstanding customer service.
  • Answered questions about store policies and addressed customer concerns.
  • Promoted high level of customer satisfaction using strong relationship-building skills, consistent follow-up and prompt issue resolution.
  • Helped customers navigate choices between services with support for questions such as terms, pricing, and availability.
  • Pursued existing and potential customers by phone, email and text message to generate leads and close sales.
  • Drove new business by acquiring new clients and expanding new and existing relationships.
  • Conferred with existing and potential customers to assess requirements and propose optimal solutions.

Government Intern

Hrvatski Zavod Za Zdravstveno Osiguranje (HZZO)
08.2007 - 05.2012
  • Organized preparation and production of both internal and public-facing documents and correspondence.
  • Gathered and coordinated materials necessary for transactions.
  • Provided exceptional customer service while addressing citizen inquiries via phone, email, or in-person visits.
  • Displayed adaptability adjusting quickly to new challenges and changes within governmental landscape.
  • Streamlined office processes through the implementation of new filing systems and software tools.
  • Demonstrated commitment to public service upholding department values and working towards collective goals.
  • Achieved an efficient work environment by organizing and maintaining government records.
  • Developed strong rapport among colleagues fostering collaboration and mutual respect.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Increased customer service success rates by quickly resolving issues.
  • Proofread and edited documents for accuracy and grammar.
  • Managed incoming correspondence efficiently by sorting mail, prioritizing urgent items, and forwarding necessary information to appropriate personnel promptly.

Customer Service Cashier

Turbo Limac
04.2005 - 06.2007
  • Maintained a clean and organized workspace, promoting a welcoming environment for customers.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Processed customer orders and accurately handled payment transactions.
  • Met customer service goals and exceeded customer expectations.
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
  • Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
  • Counted money in drawers at beginning and end of each shift.
  • Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
  • Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
  • Redeemed coupons to discount purchases.
  • Provided exceptional customer service, addressing inquiries and resolving issues promptly.
  • Monitored inventory at checkout, ensuring high-demand items were always in stock.
  • Managed cash drawer and financial transactions to maintain accurate store accounts.
  • Resolved customer complaints, leading to noticeable improvement in customer satisfaction ratings.
  • Promoted store loyalty programs to customers to enhance engagement and repeat business.
  • Collaborated with team members to maintain smooth operations during peak hours.
  • Assisted in creation of promotional displays, attracting customer attention and boosting sales.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Operated cash register to record transactions accurately and efficiently.
  • Learned duties for various positions and provided backup at key times.
  • Processed refunds and exchanges in accordance with company policy.
  • Set up new sales displays each week with fresh merchandise.
  • Conducted inventory counts by adding each item in stock and documenting in computer system.

Education

Bachelor of Arts - Social Sciences

Open University
England
02.2026

Diploma - Security, Terrorism And Counterterrorism

Murdoch University
06.2020

Diploma - Criminology

Stonebridge
England
01.2020

Skills

  • Team Collaboration
  • Customer Engagement
  • Customer Relationship Management
  • Complaint Handling
  • Online chat and email
  • Relationship Building
  • Customer Needs Assessment
  • Documentation and notes
  • Company policy adherence
  • Computer Skills
  • Problem-solving abilities
  • Teamwork and Collaboration
  • Calm and Professional Under Pressure
  • Document and Records Management
  • Administrative and Office Support
  • Active Listening
  • Problem Resolution
  • Issue and Complaint Resolution
  • Customer Data Confidentiality
  • Data Evaluation
  • Account updating

Languages

Croatian
Native language
Croatian
Proficient
C2
Serbian
Proficient
C2
Slovenian
Intermediate
B1
German
Upper intermediate
B2
Bulgarian
Elementary
A2

Timeline

Customer Service Executive

MuchBetter
04.2021 - 04.2023

Assistant Administrator

Knox House Trust
09.2020 - 02.2021

Customer Service Representative

M&S
07.2019 - 06.2020

Personal Carer

Rosecroft
09.2014 - 07.2015

Telecommunications Sales Representative

T-Com
06.2012 - 05.2014

Government Intern

Hrvatski Zavod Za Zdravstveno Osiguranje (HZZO)
08.2007 - 05.2012

Customer Service Cashier

Turbo Limac
04.2005 - 06.2007

Bachelor of Arts - Social Sciences

Open University

Diploma - Security, Terrorism And Counterterrorism

Murdoch University

Diploma - Criminology

Stonebridge

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Maja Katic