Open to opportunities

Erald Lakra

@eraldlakra

Message

Tech-savvy ICT help desk agent combining technical support and exceptional customer service.

Italy

Message

What I'm looking for

I’m looking for a role where I can combine tech support and customer service—analyze issues, explain solutions clearly, and help customers get back to service quickly, while keeping a professional, welcoming front-line experience.

Hi, I'm Erald, a tech-savvy high school grad with extensive hands-on experience delivering both technical and customer service support. In my ICT Help Desk Agent role, I analyzed and evaluated user problems using test scripts, assisted customers in restoring service and functionality, and fixed a wide range of technical issues across multiple systems and applications.

I also bring strong customer-facing skills from customer service and hospitality. I documented calls and complaints in a call center CRM, answered promptly to reduce delays, and maintained satisfaction with forward-thinking strategies—then applied the same focus at the reception desk by greeting visitors, confirming appointments, updating client records, resolving complaints, and providing office support.

Experience

Work history, roles, and key accomplishments

Current

Receptionist

Current

Hotel Villa Argia

Jul 2023 - Present (3 years 2 months)

Greeted visitors, provided assistance, and confirmed appointments while keeping client records updated. Resolved customer inquiries and complaints and supported the office with document-related tasks.

Reception Customer Service Appointment Management Client Records Complaint Resolution Office Support Fax Copying

Waiter, Bartender Assistant

Bar Caffè Tirana

Sep 2016 - Jan 2023 (6 years 4 months)

Maintained clean and stocked server areas and provided timely table check-ins. Clarified orders and guided customers by describing menu items and flavors.

Customer Service

ICT Help Desk Agent

Comelit

Jun 2021 - May 2022 (11 months)

Analyzed and evaluated user problems using test scripts and collected information to identify issues. Provided technical support by fixing problems across multiple systems and explaining solutions to restore service.

Technical Support Troubleshooting Customer Support Test Scripts Problem Analysis

Customer Service Representative

Comdata - Windtre Campaign

Feb 2020 - Apr 2021 (1 year 2 months)

Handled inbound customer calls and resolved issues while maintaining customer satisfaction. Documented calls and complaints in the call center CRM database.

Customer Service Call Center Support Phone Support Complaint Handling CRM