Open to opportunities

Redona Hoxhara

@redonahoxhara

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Senior customer service and operations leader driving efficiency and growth.

Albania

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What I'm looking for

I seek a role where I can lead remote teams, optimize operations and customer journeys, drive KPI improvement, and scale eCommerce or support functions in a collaborative, growth-focused company.

I am a customer service and operations executive with 12+ years of experience in technical support, eCommerce and multichannel customer care. I specialize in leading remote teams, optimizing workflows, and improving KPIs to boost efficiency and profitability.

I've delivered Tier 2 technical support for major brands like Apple and Spotify, managed Shopify dropshipping operations, coordinated suppliers and logistics, and implemented process improvements that scaled business performance. I am bilingual in English and Italian and bring strong analytical and problem-solving skills to complex customer issues.

I focus on data-driven decisions, team coaching, and refining customer journeys to enhance satisfaction and operational outcomes. I am committed to continuous improvement and creating exceptional customer experiences that support company growth.

Experience

Work history, roles, and key accomplishments

Current

COO - Shopify Dropshipping

Current

Shopify Dropshipping Company

Feb 2024 - Present (1 year 9 months)

Oversaw day-to-day operations of a Shopify dropshipping business, optimizing workflows and supplier coordination to reduce costs and scale sales while maintaining high customer satisfaction.

Shopify order fulfillment Team Leadership KPI Tracking Process Improvement Multichannel Support

Customer Service Adviser

Spotify

Mar 2020 - Oct 2024 (4 years 7 months)

Delivered Tier 2 chat and email support resolving complex account, billing, and technical issues, improving case resolution and customer satisfaction through thorough troubleshooting and escalation.

Email Support Chat Support Case Management English Italian

Apple Support Advisor

Teleperformance Albania

Jul 2017 - Feb 2022 (4 years 7 months)

Provided Tier 2 technical support for Apple products across phone, chat, and email, diagnosing and resolving complex hardware and software issues and documenting cases for knowledge sharing.

Technical Support Tier 2 Troubleshooting Phone Support Chat Support Email Support Case Documentation Customer Education

Customer Service Representative

SoS Tarie Company

Nov 2016 - Jul 2017 (8 months)

Managed multi-channel customer inquiries for wireless carrier offers via mail, phone, and chat, streamlining documentation and improving resolution efficiency.

Multichannel Support Phone Support Email Support Chat Support Documentation Customer Solutions Process Improvement

Customer Service Representative

Egeo Company

Nov 2013 - Nov 2016 (3 years)

Provided phone-based bilingual (English & Italian) customer support, assisting with online purchases, billing, and account inquiries to ensure smooth multilingual service.

Phone Support Bilingual Support English Italian

Education

Degrees, certifications, and relevant coursework

University of Tirana, Faculty of Social Sciences

Scientific Master in Ethics in Institutions and Leadership, Philosophy / Ethics

Completed a Scientific Master in Ethics in Institutions and Leadership at the Faculty of Social Sciences, focusing on institutional ethics and leadership studies.