At BALFIN Real Estate, I lead the Customer Care team and oversee customer interactions across email, social media, and calls. I also contribute to projects with Marketing Managers, including work on marketing strategy, communication lines, budgets, lead generation, and campaigns.
At Concentrix, I worked in professional service delivery and project management, focusing on process and quality management, performance reporting, and service metrics such as CSAT, NPS, FCR, and AHT.
At Teleperformance, I supervised software support agents, supported technical troubleshooting, and used performance metrics and root cause analysis to develop improvement actions. Earlier, I responded to customers' software-related inquiries and documented resolutions.
I also taught English at Public School Ardian Klosi and hold a bachelor's degree and master's degree in English language studies. I have completed project management and Lean Six Sigma Yellow Belt certifications, and I'm currently studying data analysis, including Power BI, SQL, ETL, and data warehousing.
