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Vana Nezha 🎀

@vananezha

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Operations and customer-focused leader with digital marketing and team management experience.

Albania

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What I'm looking for

I seek a role where I can improve operations and customer experience, lead teams, implement process improvements, and grow in logistics or operations management.

I am an operations coordinator and team leader with experience improving order fulfilment, customer service, and digital marketing processes. I have led teams of up to 20 agents, implemented quality-control measures with 3PLs, introduced stock-monitoring and process improvements, and maintained high standards of customer communication and satisfaction.

With academic training in English language and teaching at BSc and MSc levels, I combine strong communication skills, Microsoft Office and social media proficiency, and a track record of setting and achieving team goals. I am organized, time-efficient, and focused on continuous improvement to drive operational accuracy and excellent customer experiences.

Experience

Work history, roles, and key accomplishments

Operations Coordinator

Sovereign Brands

Sep 2024 - Oct 2024 (1 month)

Improved order-to-shipment processes and communication between customers, order teams, and 3PLs, introducing inventory monitoring and quality-control measures that reduced shipment errors and sped fulfillment.

Order Management 3PL Coordination Process Improvement Quality Control Shipping & Logistics

Customer Service Representative

Avedo Albania

Aug 2023 - Jan 2024 (5 months)

Handled customer requests via phone and written channels, ensured service quality and satisfaction, and conducted follow-ups to resolve issues and maintain client relationships.

Customer Service Phone Support Written Communication Quality

Team Leader

ProMarketing

Nov 2020 - Aug 2022 (1 year 9 months)

Led a team of up to 20 agents, set and tracked team goals, conducted performance reviews, and resolved conflicts while monitoring market trends to align team activities with customer and competitor shifts.

Team Leadership Performance Management Conflict Resolution Market Analysis Goal Setting Coaching KPI Tracking

Digital Marketing Lead

SmartCom

Oct 2018 - Aug 2020 (1 year 10 months)

Planned and executed marketing strategies, promoted products and services, led the team, and monitored customer feedback to drive satisfaction and loyalty.

Digital Marketing Campaign Planning Social Media Team Leadership Customer Feedback Analysis Marketing Strategy

Education

Degrees, certifications, and relevant coursework

University of Tirana

Master of Science, English Language Teaching

2018 - 2020

Completed a Master of Science in English Language Teacher for Higher Secondary Education, preparing for teaching and curriculum development at the secondary level.