Elana Broka

Provided high-level, efficient import service solutions, ensuring compliance with customs regulations and internal company procedures. Resolved customer inquiries regarding customs clearance, duty & VAT calculations, and HTS code classification in a timely and professional manner.

Established PPI complaints handling processes to ensure associates followed procedures correctly and maintained high quality standards. Provided feedback and coaching to improve case quality and prevent losses for customers and the bank.

Investigated and made decisions for PPI complaints, analyzing customer information to provide accurate outcomes. Handled claims efficiently and professionally, adhering to internal policies and external regulations.

Processed large numbers of daily transactions, maximized sales, and offered additional products. Managed deliveries, performed book-outs, and ensured customer data security in accordance with the Data Protection Act.

Completed secondary education, gaining foundational knowledge across various subjects. Developed strong academic skills during this period.

Undertook studies in Travel and Tourism, acquiring knowledge in industry practices and customer service. Gained practical skills relevant to the travel sector.

Completed a BTEC Level 3 in Business, focusing on core business principles and practices. Developed an understanding of business operations and management.