Merlinda Xharamando
@merlindaxharamando
Customer-focused support supervisor driving service excellence.
AlbaniaWhat I'm looking for
I am a customer-oriented support professional with progressive supervisory experience in airline customer service operations, committed to delivering swift, professional solutions and improving team performance.
Across roles at Ita Airways and Alitalia partners, I led teams, managed performance metrics, handled high-volume customer correspondence, and maintained service standards using Sabre and Amadeus systems, achieving strong satisfaction results.
I bring proven conflict-resolution skills, the ability to perform under pressure, and a collaborative leadership style focused on coaching, process improvement, and consistent adherence to company policies.
Experience
Work history, roles, and key accomplishments
Supervisor
Konecta - Ita Airways
May 2024 - Present (1 year 7 months)
Monitor and manage departmental and individual performance goals, provide corrective feedback to improve agent performance, and coordinate activities to meet operational requirements.
Supervisor
Teamscom - Ita Airways
May 2022 - Apr 2024 (1 year 11 months)
Led customer service teams, conducted performance audits and feedback, and managed over 60 critical customer correspondence emails daily to ensure policy adherence and service quality.
Customer Service Representative
Bconnect - Ita Airways
Nov 2021 - Apr 2022 (5 months)
Resolved passenger issues professionally achieving a 93% satisfaction rate, managed bookings and payments using Sabre and Amadeus, and handled escalations for delays and cancellations.
Customer Service Representative
Albacall - Alitalia Airlines
Jun 2016 - Oct 2021 (5 years 4 months)
Handled over 70 daily inquiries on flights, baggage, and ticketing, assisted with reservations and cancellations, and managed high-pressure situations across varied shifts.
Customer Service Representative
Tregi Marketing
Apr 2016 - Jun 2016 (2 months)
Sold and advised customers on beauty and skincare products, educating on usage and promotions via phone and in-person interactions.
Retail Customer Service
Retail (Toronto)
Apr 2014 - Jun 2015 (1 year 2 months)
Assisted customers with product features and after-sales service, maintained inventory, and promoted special offers to drive sales.
Education
Degrees, certifications, and relevant coursework
Forest Hill Collegiate Institute
High School Diploma, General Secondary Education
Completed High School Diploma at Forest Hill in Toronto with coursework preparing for customer service and retail roles.
Tech stack
Software and tools used professionally
Availability
Location
AlbaniaAuthorized to work in
Job categories
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