Kenan Sukalo

Managed customer queries and complaints, including billing, payment plans, and scheduling appointments for Shell Energy UK. Handled inbound/outbound customer assistance for 140 customers weekly, achieving a 35% increase in tariff offer sales. Assisted with and escalated complaint cases, ensuring resolution within OFGEM regulations.

Scheduled international conferences for over 200 delegates in a highly organized manner. Managed extensive email and postal correspondence with minimal error, handling reservations via calls and online booking. Achieved a 99% customer satisfaction level and decreased operational costs by 15%.

Provided consistent administrative support to seven office team members, managing calls, emails, scheduling meetings, and writing reports. Maintained office supply inventory and facilitated paperwork for new joiners on the vessel. Led and monitored the efficiency of 86 stateroom stewards and cleaners, overseeing service for over 4500 passengers daily.

Processed orders and managed customer communication via phone, email, and social media, handling over 35 customer queries daily. Conducted research on sales markets and events to identify opportunities for increasing sales. Promoted products and company culture, attending two trade fairs.

Completed a Master's thesis focusing on the identification of possibilities for improving processes within the brewery industry. The research aimed to enhance resource efficiency in brewery operations.