Eno Hoxhara

Inbound Customer Service Representatives

Teleperformance Spain

Sep 2018 - Current (7 years)

Italian Albanian Providing prompt, efficient, detailed service by engaging directly with Blink's customers via phone and email Working with other customer support teams to ensure a consistent and high- quality level of support Being a voice and advocate for our customers when something doesn't feel right. Working across the customer service spectrum to ensure a consistent and highest-quality level of support Developing detailed knowledge about specific product lines and features Driving projects that improve support-related processes

Team Leader Technical Support

Vodafone

Apr 2017 - Oct 2019 (2 years 7 months)

Leads the customer support team on a day to day business, coaching individuals to achieve their full potential and supporting a culture of continual improvement. Including organizing weekly one on ones with the team. Meet the KPIs set by the Leadership team. Assist the team to develop a thorough understanding of each clients individual needs to head off potential issues before they become problems.

S

Team Leader Technical Support

SoS Tariffe Company

Jun 2016 - Mar 2017 (10 months)

Report on the support team s activities, with specific KPIs delivered weekly and monthly. Assist the team in implementing efficiency changes. Ensure all cases, calls chats are logged to allow for comprehensive data for report analysis and development of best practice resolutions for the company s self- service knowledge base.

Team Leader Technical Support

Intercom

Nov 2012 - May 2016 (3 years 7 months)

Provide technical guidance and manage timelines, milestones, migration goals, and business transformation strategies for our key customers. Work with customers and support to guide issues/escalations to resolution. Develop best practices and assets based on learnings from customer engagements to support initiatives to scale.

G

Sales Representative

Grid Sh.p.k

Apr 2008 - Oct 2012 (4 years 7 months)

Selling products and services using solid arguments to prospective customers Performing cost-benefit analyses of existing and potential customers Maintaining positive business relationships to ensure future sales.

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