Ferdinand Gojani
@ferdinandgojani
Senior Monitoring Representative at Tive who improved workflows and handled 44,000+ cases at 95%+ accuracy.
KosovoWhat I'm looking for
At Tive, I trained and onboarded new hires as a Senior Monitoring Representative, and team members consistently achieved 90%+ quality after training. I also managed workflows and delegated tasks, easing workflow by about 50%.
I handled 44,000+ cases while maintaining 95%+ accuracy, served as an escalation point for business and Monitoring customers, and implemented process improvements. I also led independent projects focused on optimizing daily operations and improving team performance.
At BKT Kosova, I supported customers with banking accounts, cards, digital services, and product information. I managed customer feedback and promotions and maintained Excel databases using Power Query for monthly updates and data optimization.
Experience
Work history, roles, and key accomplishments
Senior Monitoring Representative
Tive
Jun 2025 - Nov 2025 (5 months)
Trained and onboarded 7+ new hires, ensuring strong understanding of role responsibilities and customer support processes. Managed employee workflows, delegated tasks, and served as primary escalation point, resolving complex issues effectively.
Monitoring Representative
Tive
May 2024 - Jan 2025 (8 months)
Monitored shipments on the Tive platform, addressed and resolved alerts from tracking devices, and engaged with customers and transportation partners to resolve issues. Provided excellent customer service to internal and external stakeholders.
Assistant Specialist Product Development & Customer Service
BKT Kosova
Oct 2022 - May 2024 (1 year 7 months)
Provided customer support for banking accounts, cards, digital services, and product information. Managed customer feedback and promotions, and maintained Excel databases using Power Query for efficient monthly updates and data optimization.
Education
Degrees, certifications, and relevant coursework
University of Ukshin Hoti
Bachelor, English Language and Literature
Bachelor of English Language and Literature degree from the University of Ukshin Hoti, completed in 2016.
Luigj Gurakuqi High School
High School Diploma, Social Sciences
2013 - 2016
High School Diploma in Social Sciences from Luigj Gurakuqi High School, completed in 2016.
Tech stack
Software and tools used professionally
Availability
Location
KosovoAuthorized to work in
Salary expectations
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