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%

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