Open to opportunities

Fatmir Burraj

@fatmirburraj

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WFM Team Lead with expertise in performance analysis and client relations.

Albania

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What I'm looking for

I seek a dynamic role that fosters growth, collaboration, and innovation.

As a dedicated WFM Team Lead at We Are Fiber, I excel in building necessary requirements based on forecasts and managing the activities of Real-Time Analysts. My role involves maintaining professional relationships with clients and ensuring effective daily communication. I am passionate about developing detailed reports that support decision-making and align workforce strategies with business objectives.

Previously, I have designed and improved chatbot systems at Webhelp, enhancing customer interaction through innovative solutions. My experience as an Advisor at Teleperformance allowed me to deliver exceptional customer support while training team members to improve service quality. I thrive in collaborative environments and am committed to fostering skill development and knowledge sharing among my peers.

Experience

Work history, roles, and key accomplishments

Current

WFM Team Lead

Current

WE ARE FIBER

Feb 2023 - Present (2 years 4 months)

As a WFM Team Lead, I build requirements based on forecasts, maintain client relationships, oversee Real-Time Analysts, and create productivity reports. I analyze schedules to align operations with business needs and provide training to team members.

Workforce Management Client Relationship Management Scheduling Reporting Team Leadership Data Analysis Communication Performance Metrics Training Collaboration

Conversation Author

WEBHELP

Oct 2021 - Jan 2023 (1 year 3 months)

In my role as a Conversation Author, I designed and improved chatbot systems, conducted session analysis for optimization, and resolved technical issues while collaborating with teams to enhance virtual assistant capabilities.

Chatbot Development Technical Troubleshooting Session Analysis Cross Functional Collaboration Problem Solving Communication Optimization Software Development Teamwork

Advisor & Senior Advisor

TELEPERFORMANCE

Mar 2019 - Oct 2021 (2 years 7 months)

As an Advisor, I provided exceptional customer support for iOS/macOS platforms, trained team members, managed client relationships, and resolved technical issues to enhance service quality.

Customer Support Technical Troubleshooting Client Management Communication Problem Solving Relationship Management

Real Estate Agent

CENTURY 21

Sep 2018 - Mar 2019 (6 months)

As a Real Estate Agent, I conducted market research, negotiated property prices, and built strong client relationships through effective communication and follow-ups.

Market Research Negotiation Client Relationship Management Sales Communication Customer Service Real Estate Relationship Building

Manager

BRITISH LOUNGE

Sep 2018 - Oct 2018 (1 month)

As a Manager, I supervised daily operations, led sales analysis, recruited and trained staff, and coordinated events to ensure customer satisfaction and business success.

Operations Management Sales Analysis Recruitment Event Coordination Customer Satisfaction Team Leadership Training Business Strategy Communication

Shift Manager

POMODORO SHPK

Sep 2017 - Jun 2018 (9 months)

In my role as Shift Manager, I managed staff and client interactions, ensured compliance with hygiene and food safety standards, and addressed customer concerns to provide a high-quality dining experience.