Pristina, District of Pristina, Kosovo
B2B Sales Development Representative with 2+ years of outbound and customer-facing experience in financial services and SaaS. Currently at Calls Experts running 250+ daily cold calls with a 10%+ qualification rate, consistently hitting monthly KPIs. Previously at Shigjeta LLC, I built outbound pipeline for a SaaS product using Apollo.io and LinkedIn Sales Navigator — 80–100 cold calls and 30–40 LinkedIn touchpoints daily, booking 4 SQMs per week with VP and C-suite decision-makers at a 15%+ connect-to-meeting rate. My sales foundation was built in customer support at HomeX (85%+ CSAT, 75% FCR), which is why I lead with active listening and real problem-solving on outbound. Comfortable in both pure support environments (Zendesk, SLA, de-escalation) and quota-carrying sales seats.
• Sourced and prospected leads via Apollo.io and LinkedIn Sales Navigator, executing 80–100 outbound cold calls and 30–40 LinkedIn touchpoints daily to build and maintain a high-volume outbound pipeline • Achieved 15%+ connect-to-meeting conversion rate, booking an average of 4 sales-qualified meetings (SQMs) per week with VP and C-suite decision-makers through consultative selling and BANT-style qualification • Built and iterated multi-touch email cadences and outbound sequences in HubSpot for a SaaS solution across cold call, cold email, and LinkedIn to improve reply rates and drive pipeline velocity • Applied structured objection handling and collaborated with Account Executives on persona mapping and clean pipeline handoffs, consistently hitting monthly meeting-booked quota and contributing to pipeline generation targets
• Managed 50+ daily customer interactions across phone, email, and Zendesk ticketing, delivering 85%+ CSAT and 75% firstcall resolution (FCR) • Resolved billing disputes, account escalations, and service inquiries with sub-8-minute average handle time (AHT), reducing repeat contacts and strengthening retention • De-escalated at-risk interactions and led proactive follow-up on ~20% of daily workload, resolving complex cases through active listening and protecting CSAT on escalated accounts • Onboarded and coached 4 new hires on call flow, Zendesk workflows, and objection handling, accelerating ramp and sustaining team KPI performance • Maintained SLA adherence on ticket response and resolution times, contributing knowledge base updates and macros to reduce repeat inquiries and enable cross-functional handoffs