Zehra Trncic
Calgary
Summary
- Proven customer service skills
- Strong computer skills, particularly Microsoft Office in both PC and Mac platforms
- Creative and effective conflict resolution skills
- Exceptional communicator
- Fluent in French
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in roles with high-volume customer demands.
Overview
15
15
years of professional experience
Work History
Inside sales representative
Encore Metals
Calgary
01.2025 - Current
- Developed and maintained relationships with key clients to drive sales growth.
- Conducted product presentations and demonstrations to educate potential customers.
- Collaborated with the marketing team to create targeted promotional materials.
Inside Sales Representative
Source Atlantic
Calgary
01.2024 - 12.2024
- Collaborate with other departments to ensure successful implementation of sales initiatives.
- Conduct outbound calls to existing clients to upsell products or services.
- Monitor competitor activities and recommended changes accordingly.
- Cross-sell additional products or services based on customer needs.
- Assist in resolving customer complaints in a prompt manner.
- Provide customers with product information, pricing and availability.
- Maintain detailed records of customer interactions, orders and account status updates.
- Liaised between outside sales representatives and accounts to optimize customer service.
- Developed and implemented strategies to increase sales volume.
Customer Service Specialist
Alberta Blue Cross
Calgary
03.2023 - 01.2024
- Answered incoming customer inquiries regarding product and service information.
- Assisted customers with account maintenance such as resetting passwords and updating contact information.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Followed up with customers after transactions to ensure satisfaction levels were met.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
Member Experience Specialist
Connect First Credit Union
Calgary
01.2022 - 12.2022
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Consistently achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
- Enhanced member relationships by providing excellent service during each interaction.
- Delivered quality service by assessing, advising and assisting credit union members.
- Answered member questions about products and services.
- Profiled members to uncover opportunities for additional business.
Key Account Manager
Tenaquip
Calgary
10.2019 - 11.2021
- Reported directly to Sales Manager regarding pricing, competition, and delayed deliveries.
- Built bill of materials for individual accounts / stocking accordingly.
- Managing accounts in the Food Processing, Oil and Gas, Manufacturing, and Steel.
- Achieved client loyalty through quality, productivity, service and proactive management.
- Increased Private Label product sales through targeted marketing campaigns.
- Managed key enterprise account with responsibility for sales, contracts, negotiations and reporting.
- Developed growth plans by identifying key clients, key targets and priority service lines.
Sales Representative/Customer Service Representative
Tenaquip
Calgary
02.2013 - 10.2019
- Assessed customer needs and upsold products and services to maximize sales.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Educated customers on special pricing opportunities and company offerings.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered customer questions about products and services and recommended appropriate solutions.
Inside Sales Representative
Guardian Building Products Distribution
Calgary
06.2011 - 04.2012
- Followed-up with customer after sale to identify and resolve service, account or technical issues to maintain customer satisfaction.
- Offered products to meet needs of wholesale customers and developed new products and services with help of customer feedback.
- Employed mathematical skills to calculate purchase, negotiate price and draft contract.
- Liaised with vendors to coordinate delivery schedules and promote customer satisfaction.
- Cultivated and strengthened customer relationships to drive revenue growth.
Education
Diploma - French, Program
William Aberhart Senior High School
1999
Skills
- Organization
- Time management
- Communication
- Customer service skills
- Conflict Resolution
- Courteous demeanor
- High-energy attitude
Interests
- Volunteer Experience
- Provided childcare at the YWCA
- Avid interest in cooking, and baking, with particular attention to healthy cooking for children
- Yoga and meditation
Timeline
Inside sales representative
Encore Metals
01.2025 - Current
Inside Sales Representative
Source Atlantic
01.2024 - 12.2024
Customer Service Specialist
Alberta Blue Cross
03.2023 - 01.2024
Member Experience Specialist
Connect First Credit Union
01.2022 - 12.2022
Key Account Manager
Tenaquip
10.2019 - 11.2021
Sales Representative/Customer Service Representative
Tenaquip
02.2013 - 10.2019
Inside Sales Representative
Guardian Building Products Distribution
06.2011 - 04.2012
Diploma - French, Program
William Aberhart Senior High School