Open to opportunities

Eselita Cela

@eselitacela

Message

Proven leader skilled in driving productivity and customer satisfaction.

Canada

Message

What I'm looking for

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

I am a proven leader with extensive experience in driving productivity and enhancing customer satisfaction through effective problem-solving, critical thinking, and empathy. Over the past several years, I have honed my skills in managing teams, developing motivational training plans, and creating impactful training materials. My ability to organize and manage multiple priorities has allowed me to take on additional responsibilities, ensuring that team goals are consistently met.

In my most recent role as Call Centre Manager at Teleperformance, I provided real-time coaching and feedback to customer service agents, resolving escalated issues promptly while maintaining high satisfaction levels. I led daily team meetings to review performance, set targets, and motivate staff, enhancing overall team performance through regular coaching sessions. My collaborative approach has enabled me to work closely with management to identify skill gaps and develop targeted training initiatives, ensuring operational excellence across the board.

Experience

Work history, roles, and key accomplishments

Call Centre Manager

Teleperformance

Jun 2018 - Jul 2023 (5 years 1 month)

Managed a call center team, providing real-time coaching and feedback to enhance customer service performance. Resolved escalated issues and maintained high satisfaction levels while leading daily meetings and setting team targets.

Customer Service Empathy Problem Solving Teamwork Organizational Skills Feedback Multitasking

Training Coordinator

PARR Inc

Oct 2013 - May 2018 (4 years 7 months)

Conducted training sessions for new hires and ongoing training for existing employees. Developed training materials and collaborated with management to identify skill gaps and implement targeted training initiatives.

Training Organizational Skills Problem Solving Communication Teamwork Report Preparation Employee Development Multitasking

Italian Language Teacher

Myrteza Kepi

Sep 2012 - Jul 2013 (10 months)

Developed engaging lesson plans for Italian language students, tailoring instruction to meet diverse needs. Utilized multimedia resources to enhance learning experiences and participated in professional development.

Lesson planning Communication Student Engagement Professional Development Teamwork Empathy

Education

Degrees, certifications, and relevant coursework

Condominium Management Limited

Limited License, Management

2018 - 2023

Activities and societies: Led daily team meetings, enhanced team performance through regular coaching sessions, and established team priorities.

Served as Call Centre Manager, providing real-time coaching, guidance, and feedback to customer service agents. Resolved escalated customer issues promptly while maintaining high satisfaction levels.

PARR Inc

Training and Development

2013 - 2018

Activities and societies: Prepared and presented reports on training outcomes and program effectiveness.

Conducted training sessions for new hires and ongoing training for existing employees. Developed comprehensive training materials and collaborated with management to identify skill gaps.

Myrteza Kepi

Italian Language Teaching

2012 - 2013

Worked as an Italian Language Teacher, developing engaging lesson plans and fostering a supportive learning environment. Enhanced language learning experiences for students with the use of multimedia resources.

Tirana University

Italian Language Studies

2007 - 2012

Activities and societies: Participated in ongoing professional development programs.

Studied Italian Language, developing engaging lesson plans and fostering a supportive learning environment. Adept at tailoring instruction to meet diverse student needs and proficiency levels, enhancing language learning experiences with multimedia resources.