Microsoft Office
Ilirjan Isarai
Customer Experience Manager
Summary
Seasoned professional with a robust background spanning over two decades across customer service, real estate, and telecommunications. Demonstrated expertise in leadership, relationship management, and operational excellence. Proven track record of driving strategic initiatives to enhance customer experience, streamline operations, and boost revenue generation. Skilled negotiator with a keen ability to foster partnerships and resolve complex issues. Adept at leading diverse teams, implementing innovative solutions, and achieving business objectives. Complemented by advanced degrees in Marketing, Advertising, and Public Relations, along with certifications in Project Management. Proficient in leveraging digital channels, analytics, and emerging technologies to deliver optimal outcomes.
Overview
23
23
years of professional experience
8
8
years of post-secondary education
2
2
Certifications
Work History
Head of Customer Experience
MEGATEK S.A
11.2023 - Current
- Streamlined complaint resolution procedures, reducing average time taken to address concerns raised by customers significantly.
- Implemented targeted communication strategies to ensure timely updates on product/service developments, leading to a more informed client base.
- Optimized resource allocation by conducting regular audits on staffing levels and skill sets required for various tasks, ensuring optimal productivity at all times.
- Supervise and manage the customer experience and customer service team to ensure they provide excellent service.
- Train staff on customer service techniques, product knowledge, and effective communication skills.
- Implemented systems to collect and analyze customer feedback through surveys, reviews, and other channels, to identify areas of improvement and success.
- Handled escalated customer issues, products returns and complaints, ensuring swift and satisfactory resolution.
- Created strategies to enhance customer loyalty, retention and boost sales
- Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores 10%
Partner Relationship Manager
iute Albania
07.2022 - 10.2023
- Delivered presentations to both internal teams and external partners showcasing successes, challenges, and future plans.
- Advocated for partner needs internally, ensuring their perspectives were heard and considered in strategic decision-making processes.
- Facilitated regular meetings and trainings with partners (90 partners) to discuss progress towards shared objectives, address any issues or concerns, and celebrate successes together.
- Developed and managed a diverse portfolio of business customers, fostering strong and mutually beneficial relationships.
- Successfully negotiated and finalized 40 collaboration agreements with new partners within a span of 8 months, facilitating the sale of their products/services in installments through IUTE Albania.
- Spearheaded marketing activities for each partner, leveraging social media platforms to enhance brand visibility and drive sales.
- Proactively addressed partner concerns and provided solutions, while motivating sales teams to identify and capitalize on additional sales opportunities.
Stores Negotiation Expert
One Albania
08.2020 - 07.2022
- Managed lease contracts for approximately 150 stores of One Telecommunications, resulting in a cost-saving of about 5% of the total rent expenses through strategic negotiation tactics.
- Negotiated and finalized 24 new lease contracts between One Telecommunications and landlords, securing favorable terms and conditions to optimize rental expenditure.
- Successfully renegotiated 98 shop lease renewals, achieving cost efficiencies and maintaining positive landlord relationships.
- Conducted property viewings for potential new store locations, ensuring prudent decision-making and efficient space utilization.
- Maintained meticulous records of payment processes for property transactions, ensuring accuracy and compliance with financial regulations
- Skilled at working independently and collaboratively in a team environment
- Self-motivated, with a strong sense of personal responsibility
Real Estate Broker
CENTURY 21
08.2018 - 07.2020
- Demonstrated exceptional sales and rental performance, consistently exceeding set quotas and driving substantial revenue growth.
- Cultivated and nurtured strong client relationships through a strategic blend of networking, direct mail campaigns, and proactive cold calling initiatives.
- Effectively managed all aspects of contracts, negotiations, and sales processes, consistently surpassing customer expectations.
- Employed attentive communication practices to discern and address client property preferences and requirements effectively.
- Devised and implemented targeted marketing strategies, resulting in increased sales and provided valuable guidance to team members on enhancing their sales approaches.
- Ensured optimal client satisfaction by delivering positive experiences for both buyers and sellers throughout the transaction process.
- Leveraged various online and social media platforms to amplify property visibility and attract potential buyers.
- Created compelling property listings that resonated with target audiences, thereby enhancing sales prospects.
- Demonstrated proficiency in negotiation techniques, facilitating seamless and successful real estate transactions
Contact Center Manager
Vodafone
07.2001 - 06.2018
- Over 7 years of experience as Contact Center Manager at Vodafone, overseeing daily operations of inbound/outbound center with a team of 5 leaders and 65 agents.
- Implemented Frontline Empowerment Initiative, reducing complaint resolution time from 5 days to 24 hours and achieving over 80% First Call Resolution rate Introduced IVR, e-care, and online chat, resulting in 30% decrease in live calls
- Utilized customer feedback to make recommendations for product/service improvements, enhancing overall customer satisfaction
- Conducted regular performance reviews, identified training needs, and organized training sessions to enhance team performance
- Managed staffing, shift patterns, and workforce utilization, achieving service level of over 90% and maintaining Abandoned Call Rate below 6%
- Conducted thorough data analysis against budget figures on weekly and monthly basis to ensure operational efficiency
- Previous role as Training & Support Supervisor involved recording and analyzing center performance statistics, conducting needs assessments, and tailoring training plans
- Scheduled on-the-job and formal courses to provide comprehensive learning opportunities - Fostered inter-departmental communication to deliver superior customer support
- Previous experience as Customer Service Trainer involved maintaining high service standards through comprehensive agent training and effective communication strategies
- As a Customer Service Representative, provided prompt and effective customer support, ensuring satisfaction with minimal wait times
Education
Master of Arts - MA in Marketing, Advertising and Public Relations
The University of Sheffield
Tirana, TR 01.2011 - 07.2015
Bachelor's degree - English Language and Literature, General
Eqrem Çabej University of Gjirokastra
Gjirokastër, 05 09.1996 - 07.2000
Skills
Customer Success
Innovative Mindset
Strategic Thinking
Learning
Quality Assurance
Team Building
Operations Management
Multitasking
Working with Tenants
Business Analysis
Digital Channels
Teamwork and Collaboration
Customer Success
Websites
Certification
Foundations of Project Management, Coursera, KRP7NQU6XWZX
Software
Social Media
Languages
Albanian
Native language
English
Proficient
C2
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 65 staff members.
Work Preference
Work Type
Full TimeContract WorkLocation Preference
On-SiteImportant To Me
Company CultureCareer advancementHealthcare benefitsWork from home optionTeam Building / Company Retreats401k matchPersonal development programsStock Options / Equity / Profit SharingQuote
Design is not just what it looks like and feels like. Design is how it works.
Steve Jobs
Interests
Sports & Fitness
Arts and Creativity
Personal Development
Timeline
Head of Customer Experience
MEGATEK S.A
11.2023 - Current
Partner Relationship Manager
iute Albania
07.2022 - 10.2023
Stores Negotiation Expert
One Albania
08.2020 - 07.2022
Real Estate Broker
CENTURY 21
08.2018 - 07.2020
Master of Arts - MA in Marketing, Advertising and Public Relations
The University of Sheffield
01.2011 - 07.2015
Contact Center Manager
Vodafone
07.2001 - 06.2018
Bachelor's degree - English Language and Literature, General
Eqrem Çabej University of Gjirokastra
09.1996 - 07.2000