Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
Generic

Adna Hopic

Montreal,Canada

Summary

Dedicated Customer Service Specialist with over 6 years of experience in providing exceptional support and building strong client relationships. Recently awarded a professional certificate in Digital Marketing and E-commerce, now well-equipped to contribute to innovative marketing campaigns, enhance online presence, and drive business growth.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Taxpayer Services Agent

Government of Canada
11.2022 - 03.2023
  • · Assisted over 200 clients per month with their enquiries by adhering to procedures and compliance regulations, and by applying logical and analytical thinking and problem-solving skills.
  • · Operated various computer applications and systems required to enter information, research, analyze, and resolve different types of questions, and achieved an FCR rate of 80%, reducing the need for follow-up calls and improving customer satisfaction.
  • · Attained excellent grades averaging at 90% during all on the job evaluations as well as the mandatory assessments.

Account Service Representative

Royal Bank of Canada
10.2021 - 10.2022
  • · Consistently exceeded the department's KPIs such as processing time, transaction volume, and compliance and security, by being exceptionally fast in processing different kinds of commercial deposits, as a result of great time management and exemplary organization skills.
  • · Processed an average of 400 deposits per day using different systems while delivering prompt service to prioritize customer needs.
  • · Regularly maintained 99% accuracy in deposit processing and data entry.
  • Collaborated with a cross-functional team of over 30 professionals to achieve project goals and deliverables.

Price Coordinator

Jean Coutu
06.2021 - 09.2021
  • Performed daily verification of price tags, researched changes in prices, and reduced the time needed to prepare the weekly price changes tags by 50%, increasing overall efficiency.
  • Produced in-depth and insightful reports in order to optimize sales volumes, develop innovative solutions, and drive organizational improvements.
  • Employed predictive modeling to forecast inventory needs for the store's supplies, minimizing stockouts and reducing excess inventory costs by 10%, and managed and organized inventory storage areas.

Cashier

Jean Coutu
11.2016 - 06.2021
  • Maintained a transaction accuracy rate of 99% whilst operating the cash register for cash averaging $2000 per day, checks, and credit and debit card transactions.
  • Succeeded in attaining 100% positive feedback more than 5 times during the evaluation program implemented by the company (Mystery Client) and earned a monetary award each time for an outstanding performance.
  • Collaborated with and fully or partially trained and mentored 10+ new team members on POS system operation, customer service strategies and sales goals during employment.
  • Improved transaction speed of the department by reducing wait time for customers by up to 40%.

Education

Diploma of Collegial Studies (DCS - DEC): Arts, Literature and Communication- Multidisciplinary Option - Liberal Arts And General Studies

Vanier College
Montreal, QC
06.2019

Skills

  • SEO
  • Digital marketing strategy
  • Creating customer personas
  • Keyword research and website structure
  • SEM
  • Email marketing
  • Google Ads
  • Google Analytics
  • Preparing data in spreadsheets
  • Best E-commerce practices
  • Adding product listings to a Shopify store
  • Using data to improve digital marketing and e-commerce strategies and campaigns
  • Creativity
  • Teamwork

Websites

Certification

Google Professional Certificate in Digital Marketing and E-commerce

Languages

Full professional English
Full professional French
Native Bosnian (Serbian and Croatian)
Limited working Spanish
Elementary Italian

Timeline

Taxpayer Services Agent

Government of Canada
11.2022 - 03.2023

Account Service Representative

Royal Bank of Canada
10.2021 - 10.2022

Price Coordinator

Jean Coutu
06.2021 - 09.2021

Cashier

Jean Coutu
11.2016 - 06.2021

Diploma of Collegial Studies (DCS - DEC): Arts, Literature and Communication- Multidisciplinary Option - Liberal Arts And General Studies

Vanier College

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Adna Hopic