Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Certification
References
Timeline
Generic

Denisa Duka

Queens,NY

Summary

Dynamic leader with a proven track record at Teleperformance Albania, excelling in team management and technical support. Mastered time management and employee development, driving team cohesion and exceeding performance goals. Skilled in athletic coaching, adept at fostering a culture of continuous improvement and innovation. Achieved significant enhancements in productivity and customer satisfaction.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Team Manager

Teleperformance Albania
Tirana, Albania
07.2020 - 11.2024
  • As a team manager, I developed and implemented team-building strategies to promote collaboration and cohesion.
  • Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
  • Identified training needs, created a comprehensive onboarding program and conducted orientation sessions for new hires.
  • Created a positive work environment by setting clear expectations and providing resources necessary for success.
  • Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
  • Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
  • Resolved conflicts between team members in a timely manner to maintain harmony within the team.
  • Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
  • Analyzed data from various sources such as customer surveys or market research studies to inform decisions about product development or customer service initiatives.
  • Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
  • Motivated team members to consistently achieve or exceed performance expectations.
  • Set goals for performance and deadlines to comply with company plans and vision.
  • Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
  • Conducted root causes analysis to develop corrective action plans.
  • Implemented quality control measures to uphold company standards.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.

Quality Assurance Food Safety Technician

National Food Authority of Albania
Fier, Albania
04.2020 - 06.2021
  • Ensured compliance with all food safety regulations and standards.
  • Conducted routine inspections of production areas to verify cleanliness and sanitation protocols were followed.
  • Verified that product labels were accurate and in accordance with government regulations.
  • Implemented corrective actions when non-conformances were identified during the inspection process.
  • Evaluated incoming raw materials for quality assurance purposes.
  • Recorded data from testing activities into a computer database system.
  • Monitored production processes to ensure products met established specifications.
  • Documented test results according to company policies and procedures for traceability purposes.
  • Investigated customer complaints related to product quality or safety concerns.

Technical Support Advisor

Teleperformance Albania
Tirana, Albania
03.2016 - 06.2020
  • Provided support to customers via telephone and online chat.
  • Identified, researched and resolved technical issues for customers.
  • Responded to customer inquiries in a timely manner while adhering to service level agreements.
  • Diagnosed hardware and software problems related to customer's environment.
  • Installed software applications on customer systems as requested.
  • Maintained detailed documentation of all work performed in the ticketing system.
  • Trained users on how to use various software applications or operating systems.
  • Participated in regular team meetings for status updates and brainstorming ideas.
  • Ensured compliance with corporate security policies at all times.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
  • Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.

Education

Master of Science - Food Quality And Safety

Faculty of Biotechnology And Food, Agricultural Un
: Rruga Paisi Vodica 1025, Tirana, Albania
06-2022

Bachelor of Science - Food Technology

Faculty of Biotechnology And Food, Agricultural Un
Rruga Paisi Vodica 1025, Tirana, Albania
06-2021

Skills

  • Athletic training and coaching
  • Agility drills
  • Stretching expertise
  • Time management
  • Yellow belt
  • Employee scheduling

Affiliations

  • I am deeply passionate about music and singing, which have been integral to my creative expression and personal growth since forever. Alongside this, I have actively engaged in playing volleyball as a recreational sport, dedicating time to it at least once a week from December 2022 to June 2024, which has helped me maintain a healthy and balanced lifestyle. Additionally, I have a strong appreciation for technology, particularly staying up-to-date with the latest innovations from Apple, reflecting my curiosity and enthusiasm for cutting-edge advancements.

Languages

English
Professional
Italian
Full Professional
Albanian
Native/ Bilingual
Spanish
Limited

Certification

  • Received Yellow BELT certification, December 2022

References

References available upon request.

Timeline

Team Manager

Teleperformance Albania
07.2020 - 11.2024

Quality Assurance Food Safety Technician

National Food Authority of Albania
04.2020 - 06.2021

Technical Support Advisor

Teleperformance Albania
03.2016 - 06.2020

Master of Science - Food Quality And Safety

Faculty of Biotechnology And Food, Agricultural Un

Bachelor of Science - Food Technology

Faculty of Biotechnology And Food, Agricultural Un

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Denisa Duka