Erudit Fetahu
Hypercare / Product Specialist @ Slice Register at Slice- Claim this Profile
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English Full professional proficiency
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Albanian Native or bilingual proficiency
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Macedonian Limited working proficiency
Topline Score
Bio
Credentials
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Revas - Business Simulation Games
Revas - Business Simulation GamesApr, 2023- Nov, 2024 -
Certificate of Participation on the Workshop - Ecolog: More than a workplace
Ecolog InternationalNov, 2022- Nov, 2024
Experience
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Slice
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United States
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Software Development
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500 - 600 Employee
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Hypercare / Product Specialist @ Slice Register
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Mar 2023 - Present
-Set up an easy search query where Register Sales Representatives and leadership are able to get valuable insight on the progress of their sale by compressing available data-Advised and suggested for Product Specialists to take over the onboarding initiative and site-survey of sold clients that would go on their portfolio to minimize room for error before install, which was implemented shortly after.-Repurposed an already existing Salesforce commenting system as a place for notes for each client on my portfolio to make sure my future descendant has insight onto past issues, whether, if and why a client is not using the product and potential resolves to their currently unfulfillable needs-Suggested a new priority in our workflow where based on downwards trends we would react on our clients to avoid potential churns.-85 Customer Portfolio-3-4 Hour daily average talk time with Customers-Highest amount of up-sells across the departmentAs a Hypercare Representative / Product Specialist, I focus on ensuring the successful onboarding of customers for our companies new product (Slice Register). I guide customers through the implementation process, provide personalized support, and address any challenges they encounter through feedback channeling. I also, proactively identify opportunities to upsell relevant Slice services to increase their order volume, maximizing customer engagement and overall success. Lastly, I oversee the customer support operations, ensuring timely and effective resolutions of customer inquiries and issues are provided by the Register Support team. Show less
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Marketplace Experience Represenative
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Apr 2022 - Present
Achievements:- 100% Online review response rate across all channels- Highest utilized member in terms of occupancy.- 1st place in terms of channeled feedback and product suggestions informally deemed "Suggestion king" with a high percentage of said suggestions being implemented.- Averaging 70% follow up rate on Negative Customer Satisfaction survey responsesIn my role as a Marketplace Experience Representative, my key responsibilities revolved around brand protection and ensuring that the customers' voice is heard and feedback is effectively channeled. I proactively safeguard the company's brand image via supervising the customer support operations and through responses towards online and app reviews, ensuring its accurate interpretation across various channels. Additionally, I played a crucial role in capturing customer feedback, advocating for their needs, and relaying valuable insights to relevant stakeholders within the organization. Show less
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Customer Service Representative
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Sep 2020 - Apr 2022
Achievements:-QA Evaluations averaging 90%> out of 100% during the last 3 months of the role-Full integration with new implemented processes, scoring the highest out of all team, 97% usage of thethen newly implemented Appeasement Process-Averaging 4.5/5 on customers direct evaluation through the Customer Satisfaction survey dished out tocustomers post-contactThrough active listening and empathizing with their needs, I exceeded customer expectations. Mydedication to delivering a superior customer experience and my track record of achieving exceptionalresults contributed to my advancement within the company. Show less
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State University of Tetova
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Education Administration Programs
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200 - 300 Employee
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Student Body Branch President
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Jul 2023 - Present
-Developed a communication structure between student group leaders for better informing and feedback channeling. Also making it easier for my future descendant to integrate into the role -Endorsed a verbal feedback structure as quality control over my work and of course to enhance future activities -Organized a visit to the Ministry of Economy where students could observe the working and legislative processes and where a brief discussion with the minister was held. -Ideated and implemented a student rotation structure to avoid the same students being in every activity and to leave space for all those who show interest. -Gave group leaders priority when it comes to activities as in the past the role mostly consisted of responsibilities and no benefits. Show less
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Lodz University of Technology
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Poland
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Higher Education
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400 - 500 Employee
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Project Participant
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Apr 2023 - Apr 2023
Participated in project “Design Thinking for Innovative Solutions In an Intensive International Environment”, being graded the maximum amount of points 5.00/5.00 and earning 9 ECTS Participated in project “Design Thinking for Innovative Solutions In an Intensive International Environment”, being graded the maximum amount of points 5.00/5.00 and earning 9 ECTS
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High School Students Union Tetovo
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Tetovo, Polog, North Macedonia
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President
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Mar 2019 - Jan 2020
As the President and Volunteer for the Union of High School Students in Macedonia, my primary responsibility was to advocate for the student community and ensure their voices were heard. I actively engaged in recruitment efforts to build a strong and diverse membership base. In our organization, we addressed important issues that students face on a daily basis, serving as a platform to raise awareness and advocate for positive change. Through collaborative initiatives and effective communication, we successfully brought forth crucial student concerns to relevant authorities and decision-makers. Our efforts resulted in significant contributions towards positive changes in various aspects of student life. Whether it was improvements in educational policies, facilities, or addressing social issues, we worked diligently to make a meaningful impact. In my role, I played a pivotal part in coordinating and leading these efforts, fostering a sense of unity and empowerment among students. By actively listening to their needs and concerns, we ensured that our advocacy work was focused and impactful. Together, we strived to create a better and more inclusive environment for all students, promoting their overall well-being and success. Show less
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Education
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2020 - 2024
University of Tetovo
Bachelor's degree, Accounting and Finance
Community
