Open to opportunities

Edison Redzepi

@edisonredzepi

Message

Proactive supervisor with 5+ years in customer support and leadership.

Serbia

Message

What I'm looking for

I am looking for a role that values teamwork and offers opportunities for growth.

I am a proactive and results-oriented professional with over 5 years of experience in customer support, team leadership, and operations management. My career has been dedicated to building strong client relationships and driving customer satisfaction. I excel in leading high-performing teams and have a proven track record of clear communication and flexible problem-solving.

Currently, I oversee daily operations for the Swedish and Dutch support teams at SilverBell Group, where I manage schedules, monitor performance, and implement improvements to boost efficiency. My role involves handling escalations and collaborating with other departments to resolve complex issues, ensuring that our customers receive outstanding service.

Previously, I have led teams in various capacities, including as a Team Leader for the Swedish Desk at SilverBell Group and the UK and France Desks at DDCOSS. My focus has always been on enhancing customer experiences and team outcomes through effective coaching, performance tracking, and strategic improvements.

Experience

Work history, roles, and key accomplishments

Current

Supervisor

Current

SilverBellGroup

Jan 2025 - Present (5 months)

Oversee daily operations for Swedish and Dutch support teams providing customer support for a global eCommerce platform. Manage schedules, monitor performance, and implement improvements to boost efficiency while handling escalations and collaborating with other departments to resolve complex issues.

Customer Support Team Leadership Operations Management Performance Monitoring Problem Solving Communication Ecommerce Customer Escalation Client Relationship Management

Team Leader

SilverBellGroup

Jan 2025 - Jan 2025 (0 months)

Led and supported the Swedish Desk team to deliver seamless service and high customer satisfaction. Tracked performance metrics to improve efficiency, coached team members, and onboarded new hires for smooth transitions.

Team Leadership Customer Satisfaction Performance Tracking Coaching Onboarding Communication CRM Tools Microsoft Office Suite Google Workspace Problem Solving

Team Leader

DDCOSS

Jan 2023 - Jan 2025 (2 years)

Supervised customer support teams handling UK and France markets. Managed team performance through Zendesk, guided team members to resolve issues effectively, and analyzed performance data to identify areas for improvement.

Customer Support Zendesk Performance Analysis Communication Team Management Data Analysis Customer Satisfaction

Customer Support Representative

DDCOSS

Jan 2021 - Jan 2023 (2 years)

Assisted customers via email, chat, and phone, ensuring a positive experience. Documented interactions to identify trends and maintained a professional tone to build long-term customer relationships.

Customer Support Communication Email Support Chat Support Phone Support Trend Analysis Relationship Building Problem Solving Empathy

Education

Degrees, certifications, and relevant coursework

Aachen

High School Diploma, Construction Management

2019 - 2021

Led project coordination to align with customer goals and deadlines. Guided team members to meet objectives and deliver on time.

MÅ

MAGNUS ÅBERGSGYMNASIET

High School Diploma, Project Management

2016 - 2019

Guided team members to meet objectives and deliver on time. Defined project scope, set objectives, and managed timelines. Identified risks and ensured client satisfaction.