Open to opportunities

Halil Latifi

@halillatifi

Message

I resolve travel customer cases and run reliable school IT operations.

North Macedonia

Message

What I'm looking for

I'm looking for a fully remote role in the MEZ time zone or an opportunity in the DACH region where I can combine German-language customer service, complaint resolution, and IT support responsibility.

At TUI's Guest Experience Centre, I handle 50 to 70 daily customer contacts across TUI Deutschland, airtours, L'TUR and flyloco, resolving bookings, payments and written complaints across five channels. I assess claims under EU package travel law and Regulation (EC) 261/2004, and built a 40-plus-template knowledge base that reduced standard response times by around one third.

Since 2009, I've independently managed IT for a primary school with around 60 workstations and more than 200 students, providing first- and second-level support, administering Microsoft 365 and Google Workspace, and moving the school to remote learning in 2020. I also teach German and bring C2 German, C1 English and Macedonian, and native Albanian to customer-facing and technical work.

Experience

Work history, roles, and key accomplishments

Current

Kundenberater Customer Service

Current

TUI Group

May 2026 - Present (3 months)

Handled 50-70 daily customer contacts across four travel brands via multiple channels, managing rebookings, cancellations, and payment inquiries. Independently processed written complaints, including claims assessment under EU package travel law and flight compensation regulations.

SAP C4C SMS Email Complaint Management EU Package Travel Law De escalation Knowledge Base Management

Current

IT-Administrator und Lehrkraft Deutsch

Current

Primarschule Bedri Tairi

Sep 2009 - Present (16 years 11 months)

Solely administered school IT infrastructure for 60 workstations and 250 users, providing first and second-level support. Managed Microsoft 365 and Google Workspace, backups, and hardware procurement, and transitioned the school to distance learning in 2020.

Microsoft 365 Google Workspace Network Administration Backup Management IT Support Distance Learning Microsoft Teams Zoom

Chat-Moderator und Community-Betreuer

Cloudworkers

Aug 2010 - Apr 2026 (15 years 8 months)

Moderated German-language chats with several hundred messages per shift, enforcing community guidelines and escalating policy violations. Created social media content and edited videos.

Chat Moderation Community Management Policy Enforcement Social Media Content Creation Video Editing

Sales Manager und Kundensupport

Rentwork Ltd.

Feb 2024 - Mar 2024 (1 month)

Provided customer support and consultative sales in German and English during a project assignment. Developed outreach concepts with an international team.

Customer Support Consultative Sales German English