Work Preference
Desired Job Title
Team Leader - CRM OperationsSuccess ManagerTraining SpecialistOnboarding SpecialistWork Type
Full TimeLocation Preference
RemoteHybridLocation:
Alcoa, TNOpen to relocation:
YesImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefitsWork from home optionPaid time offSummary
Detail-oriented analyst skilled in hardware troubleshooting and performance analytics. Experienced in developing training materials and documentation to improve onboarding and support processes for enhanced customer satisfaction.
2
Languages
8
years of professional experience
Work History
Product Support Analyst
3 Months- Delivered technical assistance to users navigating Pansophic Learning's educational platforms, enhancing user experience.
- Resolved escalated customer complaints through phone, email, or chat support, ensuring customer satisfaction.
- Provided technical support for software applications and hardware devices.
- Maintained composure and patience in the face of difficult customer situations, applied de-escalation techniques and positive customer support.
- Assessed and implemented document and software versioning and scalability to improve application optimization.
- Created documentation including process flows and help desk manuals to streamline support processes.
Customer Care Analyst
2 Years- Trained new representatives on company policies and customer care standards.
- Created training materials that enhanced onboarding for new customer care representatives.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Handled complex issues by escalating to appropriate departments.
- Contributed to team meetings focused on developing strategies that aimed to increase customer satisfaction.
Contact Center Team Leader
2 Years 6 Months- Monitored call volume and queue activity to ensure seamless customer service operations.
- Reviewed performance data to identify service gaps and drive targeted process improvements.
- Developed training guides to enhance staff learning and promote continuous development.
- Interviewed job candidates to review qualifications and fit.
- Evaluated transactions to identify discrepancies to detect and stop fraudulent activity.
- Arranged mock interviews with employers to help youth prepare for real interviews.
Outbound Sales Call Center Agent
2 Years 2 Months- Executed outbound calls to engage potential Verizon customers, enhancing customer acquisition efforts.
- Developed profit opportunities through cold-calling and lead follow-up, contributing to revenue growth.
- Used active listening, asked probing questions, understood concerns, and handled objections.
- Recorded customer interactions in CRM software and tracked sales progress efficiently.
- Participated in weekly management meetings to align on performance goals and strategies.
Education
High School Diploma
Skills
Technical support
Hardware troubleshooting
Remote assistance
User onboarding
User documentation
Performance analysis
Analytical skills
Languages
English
Full Professional
Albanian
Professional
Timeline
Product Support Analyst
Pansophic Learning
07.2026 - Current
Customer Care Analyst
Pansophic Learning
07.2024 - 07.2026
Contact Center Team Leader
Cellular Sales Verizon
05.2021 - 11.2023
Outbound Sales Call Center Agent
Cellular Sales Verizon
03.2019 - 05.2021
Alccoa High School
High School Diploma