Open to opportunities

Ronaldo Pacuku

@ronaldopacuku

Message

Dedicated team leader with expertise in customer service management.

Albania

Message

What I'm looking for

I am looking for a role that allows me to leverage my leadership skills in a dynamic environment, fostering team collaboration and delivering exceptional customer service.

I am a dedicated professional with a strong background in customer service and team leadership. My journey began as a Call Centre Operator at Turkish Airlines, where I honed my skills in managing customer complaints and requests during their travels. This role laid the foundation for my career in the customer service industry.

As I progressed to a Team Leader position at Turkish Airlines, I took on the responsibility of managing a team, ensuring that our agents delivered the best service possible. My experience as a Call Centre Quality Analyst further enhanced my ability to evaluate and improve service quality, aligning with company standards. Currently, I am a Screening Agent at One Contact Tech, where I manage background screening requests and ensure compliance with relevant regulations.

Experience

Work history, roles, and key accomplishments

Screening Agent

One Contact Tech

Mar 2024 - Present (1 year 3 months)

Managed background screening requests, ensuring timely completion and verifying results for accuracy. Identified and resolved discrepancies while ensuring compliance with relevant laws and company policies.

Compliance Communication Record keeping Troubleshooting Due Diligence

Team Leader

Assist Digital Albania

Mar 2023 - Present (2 years 3 months)

Managed a team and assisted agents during customer chats to ensure optimal service delivery. Reviewed agent chats to assess service quality and provided evaluations to enhance performance.

Team Management Chat Support Customer Service Communication Coaching

Call Centre Quality Analyst

Fusion BPO Services

Jun 2022 - Present (3 years)

Evaluated agent performance to ensure the delivery of high-quality customer service aligned with company standards. Identified areas for improvement and provided feedback to enhance service quality.

Quality Assurance Customer Service Compliance Data Analysis Feedback

Call Centre Operator

Fusion BPO Services

Feb 2022 - Present (3 years 4 months)

Managed customer requests related to travel, assisting with ticket purchases and luggage additions for flights. Provided comprehensive support to ensure smooth travel experiences for customers.

Customer Service Ticketing Customer Support Communication

Team Leader

Turkish Airline

Jan 2021 - Present (4 years 5 months)

Managed a team of agents, providing assistance during customer calls to ensure high-quality service delivery. Assisted agents with timesheet changes and evaluated call performance to maintain service standards.

Team Leadership Customer Service Coaching Communication Time Management

Call Centre Operator

Turkish Airline

Jun 2020 - Present (5 years)

Managed customer complaints and requests before and during their flights. Ensured customer satisfaction by addressing travel-related issues efficiently.

Customer Service Flight Operations Customer Support Communication