Open to opportunities

Ammar Ajeti

@ammarajeti

Operations and fintech professional leading service delivery, escalations, and process improvements across regulated digital platforms.

North Macedonia

Message

What I'm looking for

I’m looking for an operations/service-delivery role in fintech or telecom where I can lead frontline teams, own escalations during incidents, improve SLA/KPI performance, and continuously refine SOPs and processes in a regulated environment.

I coordinate end to end ordering, tracking, and delivery of 50–150 live access circuits per week, supporting enterprise and carrier customers with complex delivery issues across multiple internal teams, external suppliers, and carrier stakeholders.

I’ve led frontline customer support operations for digital banking, virtual cards, and cryptocurrency exchange services—hiring, training, and managing a team of 10 support agents while driving SLA performance across 250+ tickets per day and owning 50+ high-risk escalations during incidents.

From producing KPI/SLA/performance reporting and KYC/AML-compliance workflows to recreating and documenting SOPs, runbooks, and service processes, I’m known for operational ownership, clear communication, and continuous process improvement. I also built customer support templates adopted in Zendesk/Ottobo to improve speed, consistency, and first-response efficiency.

Experience

Work history, roles, and key accomplishments

Current

Access Delivery Coordinator

Current

PXC

May 2025 - Present (1 year)

Coordinated end-to-end ordering, tracking, and delivery of 50–150 live access circuits per week, supporting FTTC, FTTP, dark fibre, and backhaul services. Owned ~10 customer WIP accounts, served as an escalation point, and improved delivery clarity by recreating SOPs and runbooks with colleagues.

Service Delivery Escalation Management Cross functional Coordination Customer WIP Ownership

Team Leader

Globiance Bank & Crypto Exchange

Mar 2022 - May 2025 (3 years 2 months)

Led frontline customer support operations for digital banking, virtual cards, and cryptocurrency exchange services. Managed 10 agents and handled 250+ tickets per day across live chat and email while meeting all SLA targets through queue monitoring and proactive escalation.

Customer Support Leadership Virtual Card Customer Escalation performance reporting

Dispatch Assistant

Freightbull

Feb 2022 - Nov 2022 (9 months)

Supported after-hours operations and was promoted to Dispatch Assistant within three months based on performance and reliability. Coordinated daily operations for ~40 refrigerated trucks, managed real-time routing and incident support, and handled 4–5 incidents per week during high-activity periods.

Dispatch Coordination Refrigerated Trucks Operations Routing Incident Management Operations & Support Shift Coordination

Customer Support Agent

Globiance Bank & Crypto Exchange

Sep 2021 - Mar 2022 (6 months)

Delivered multichannel customer support via live chat and email, handling 40+ tickets per day across onboarding, identity verification, transactions, virtual cards, and account issues. Improved response speed and consistency by creating templates for common issues, and escalated technical, trading, and compliance cases with strong ownership.

Live Chat Support Email Support Identity Verification Transaction Support Virtual Card Ottobo)Issue Ownership

Sales Specialist

Anhoch

Dec 2019 - Sep 2021 (1 year 9 months)

Provided customer-focused sales support for hardware and technology, guiding customers to appropriate solutions. Prepared contracts, pricing, and purchase documentation, and resolved customer concerns through analytical problem solving and product knowledge.

Pricing Management Customer Solutions Product Knowledge