Open to opportunities

romina kasemi

@rominakasemi

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Senior customer support specialist delivering multilingual, de-escalated resolutions at scale.

Albania

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What I'm looking for

I’m looking for a fast-paced, high-volume customer support role where I can use my multilingual skills, de-escalation mindset, and CRM/ticketing expertise to consistently hit AHT/CSAT targets, solve complex cases, and grow within a global team.

I’m a results-driven Senior Customer Support Specialist with 6 years of high-volume experience across global platforms including Booking.com, DAZN, and Glovo. I bring strong multilingual communication (Albanese, Italiano C1, Inglese C1) and the ability to resolve complex inquiries via phone, chat, and email.

I manage 60+ daily inbound contacts across phone, chat, WhatsApp, and email, consistently meeting AHT and CSAT targets. I resolve complex booking, payment, and account issues with a proven 92% first-contact resolution rate and maintain >90% customer satisfaction scores through calm de-escalation and problem-solving.

I also strengthen teams by training and onboarding: I trained 4 new hires on CRM tools (Salesforce, Zendesk) and brand-specific escalation workflows. I’m comfortable handling sensitive cases with empathy and accuracy, while keeping detailed records and coordinating with logistics to drive timely outcomes.

Beyond support, I’ve built a teaching background—delivering individualized and small-group Italian lessons and developing tailored curricula that improved language proficiency by an average of 2 levels. That experience, combined with my digital literacy (CRM + ticketing and ISSETI digital skills coursework), helps me communicate clearly and support customers in fast-paced environments.

Experience

Work history, roles, and key accomplishments

Inbound Customer Service

Assist Digital

Jan 2023 - Jan 2026 (3 years)

Managed 60+ daily inbound contacts (phone, chat, WhatsApp, email) for DAZN, Booking.com, and Glovo, meeting AHT and CSAT targets. Resolved complex booking, payment, and account issues in Italian and English, achieving a 92% first-contact resolution rate and training 4 new hires on Salesforce and Zendesk workflows.

De escalation Zendesk AHT CSAT Reporting First Contact Resolutions

Customer Service Agent

Adica Global Services

Jan 2019 - Jan 2023 (4 years)

Handled sensitive customer inquiries for incontinence products, including order processing, complaints, and medical supply requests with empathy and accuracy. Maintained CRM records and coordinated with logistics to improve delivery timeliness and reduce repeat call volume by 15%.

Order Processing Complaint Handling CRM Logistics Coordination De escalation Problem Solving

Private Language Instructor

Self Employed

Jan 2015 - Jan 2019 (4 years)

Delivered individualized and small-group Italian lessons to high school students, creating tailored curricula that improved language proficiency by an average of 2 levels. Strengthened communication and interpersonal skills through adaptive teaching and parent reporting.

Italian Language Teaching Curriculum Planning Parent Reporting Communication Skills Time Management