Interactio - Multilingual Meetings Solution

TCSM Team Lead/ Technical Lead

ACCOMPLISHMENTS: Successfully monitored 800+ remote meetings. Led Interactio MacFarming project. Provided custom technical solutions for VIP clients.

✔️ Launched, monitored, troubleshot, and moderated remote and hybrid events with interpretation. Provided technical support to Interactio customers and interpreters. Answered all technical inquiries via email, live chat, and phone.

✔️ Performed live technical training to participants, moderators, interpreters, and technicians with various levels of technical experience. Onboarded new customers and coached 8 Interactio Technicians.

Technical Customer Success Manager

LCC International University, Lithuania

✔️ Answered incoming phone calls and provided step-by-step technical support to 600+ representatives of the university body. 

✔️ Managed sound systems. Maintained university hardware and software. Managed incoming technical support tickets on CRM.

Technical Support Representative

Apple

ACCOMPLISHMENTS: Scaled the team in Tirana from 3 to 15 FTE. Improved the rate of Unresolved technical requests from 7% to 2.5%.  Increased the Customer Satisfaction ratio from 71.8% to 93% within 2 quarters. 

✔️ Managed a team of 15 junior/mid-level customer service representatives. Oversaw the customer service process. Troubleshoot a multitude of IOS device issues. 

✔️ Conducted quality assurance surveys with customers and provided feedback to the staff. Planned the training and standardization of service delivery.

Customer Service Lead

Giordano Vini

ACCOMPLISHMENTS: Increased Sales from 150K to 440K a month. Participated in the expansion of services from the UK to Germany.  Increased team’s conversion rate to 72%. 

✔️ Managed the team of 12 Sales & Customer service representatives. Oversaw the customer service process. 

✔️ Conducted quality assurance surveys with customers and provided feedback to the staff. Planned the training and standardization of service delivery.

Sales & Customer Service Team Lead

Jyson Properties

✔️ Planned, implemented, managed, monitored, troubleshot, and upgraded Propeld's website. Conducted regular Q/A testings of iOS and Android App.

Web Application Manager

ASLV PRODUCTION

✔️Set up, operated, and maintained audio-visual equipment used to enhance live events, such as microphones, video recorders, projectors, lighting, and sound mixing equipment. 
✔️Provided technical support during on-site events.

Audio Visual Technician

Experienced Technician with strong management skills and customer-centric mindset. 

ACCOMPLISHMENTS: 
✔️ Successfully supported 800+ remote meetings
✔️ Led multiple teams of 10-15 employees in Sales & Customer Service 
✔️ Increased MRR x3 & Sales CR to 72%

Ledion Bezati

Omnisend

Customer Support Specialist

Senior Technical Customer Success Manager

- Answer customers’ technical inquiries
- Remotely monitor our customer’s events
- Provide technical support to our customers and interpreters during events.
- Take part in developing existing and new custom technical solutions.
- Provide trainings to our colleagues, customers and interpreters on how to use our software.
- Help us to onboard new customers

- Troubleshot various tech issues
- Managed incoming tech requests on CRM
- Maintained university computers and printers
- Managed sound systems
- Responsible for students, staff, and faculty accounts

DmitryTech

- Build websites in WordPress with Elementor Page Builder
- PSD to WordPress 
- Custom Post types
- Shopify store development
- Woo Commerce

Web Developer

Teleperformance

- Assisted technical issues related to iOS and MacOS devices.
- Addressed customer complaints via phone and chat.
- Always achieved monthly target of KPI's
- All time customer satisfaction above 93%

Senior Technical Consultant

Senior technical specialist with 3 years of experience in outsourcing companies. E fficient in taking on projects and delivering good results which include incidents management and editing Jira and Confluence as part of quarterly OKRs.

Feel free to connect with me here, write an email at joybardhi2013@gmail.com, or call directly at +370 65058086

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Ledion Bezati

Jordi Bardhi

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