Elira Kastrati
Customer Service Advisor
e.kastrati@bluewin.ch+41 78 663 20 15Basel, Schweiz
Professional summary
Six years on the front line of a health insurer, handling around 60 calls and 40 written cases a week in German and French. Team lead for the complaints queue, where first-contact resolution rose from 61 to 78 per cent.
Work experience
Mar 2021 – Present
Customer Service Advisor, complaints
Rheinquell Krankenversicherung · Basel, Schweiz
- Handle around 60 calls and 40 written cases a week in German and French.
- Rewrote the twelve most-used reply templates; first-contact resolution went from 61 to 78 per cent.
- Train new advisors through their first month on the phones.
Aug 2018 – Feb 2021
Service Assistant
Basler Verkehrs-Betriebe · Basel, Schweiz
- Counter service for season tickets, refunds and lost property at the main office.
- Kept the complaints log and produced the monthly summary the service manager took to management.
Education
Aug 2015 – Jul 2018
Federal Diploma of Vocational Education and Training — Commercial employee
Berufsfachschule Basel · Basel, Schweiz
Kestrel
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