Xhelili Besian
Multifaceted Customer Operations & Client Relations Professional
Tirana, AL.About
Dynamic and versatile professional with over 10 years of experience in customer care, consulting, back office, and international client management. Adept at leveraging strong interpersonal, problem-solving, and adaptability skills within dynamic, multicultural environments. Seeking opportunities to apply proven management and communication competencies in challenging and professional settings, driving operational excellence and enhancing client satisfaction.
Work
Tweppy
|Backoffice and Customer Support Manager (Live Chat)
Tirana, Albania, Albania
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Summary
Managed comprehensive client interactions, problem resolution, and operational efficiency within a fast-paced live chat environment, ensuring high customer satisfaction.
Highlights
Managed a high volume of live chat inquiries, resolving complex client issues efficiently and contributing to a significant reduction in average resolution time.
Coordinated seamlessly with technical and administrative teams, streamlining issue escalation processes and improving cross-functional support by an estimated 15%.
Monitored key performance indicators and optimized operational workflows, enhancing overall service delivery standards and efficiency by up to 10%.
Call center settore Borsa Trading
|Call Center Operator – Stock & Trading
Tirana, Albania, Albania
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Summary
Provided critical technical and consultative support to clients on financial operations and trading platforms, while meticulously managing sensitive data.
Highlights
Managed and maintained extensive client databases and transaction records for financial operations on trading platforms, ensuring data accuracy and integrity.
Delivered expert technical and consultative support to clients interested in investments, enhancing their understanding and confidence in trading activities.
Controlled and updated sensitive client data with strict adherence to security protocols, maintaining 100% compliance with data privacy regulations.
International Cruise Company
|Head BarWaiter - Cruise Ship
Nave da Crociera, International, XX
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Summary
Led bar operations and staff, ensuring high-level customer service and efficient resource management in a dynamic international cruise environment.
Highlights
Coordinated and supervised a team of 8-10 bar staff, optimizing work shifts to ensure continuous high-quality service across multiple venues.
Delivered exceptional customer service to a diverse international clientele, consistently achieving high guest satisfaction ratings and positive feedback.
Managed quality control, stock, and procurement for bar supplies, reducing waste by 10% and ensuring optimal inventory levels for high-volume operations.
Consulcesi sh.p.k
|Commercial Consultant for Doctors
Tirana, Albania, Albania
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Summary
Provided essential legal and administrative support to healthcare professionals, managing complex cases and fostering strong client relationships.
Highlights
Provided comprehensive legal and administrative support to healthcare professionals, facilitating their operational compliance and efficiency.
Managed complex cases related to professional disputes, navigating intricate regulations to achieve favorable resolutions for clients.
Cultivated strong commercial relationships and enhanced client loyalty, contributing to consistent client retention and business growth.
ALBACALL sh.p.k
|Call Center Operator
Tirana, Albania, Albania
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Summary
Provided customer assistance for Italian mobile telephony operators, efficiently resolving technical and commercial issues.
Highlights
Provided dedicated customer assistance for Italian mobile telephony operators, addressing a high volume of inquiries daily.
Resolved diverse technical and commercial issues, enhancing customer satisfaction and contributing to improved service metrics.
Maintained a strong understanding of mobile telephony services and products to provide accurate and effective solutions.
Teleperformance – LOTTOMATICA
|Online Gaming Moderator (Gambling)
Tirana, Albania, Albania
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Summary
Monitored online gaming activities, ensuring platform integrity, managing sensitive data, and detecting fraudulent behaviors.
Highlights
Monitored online gaming platform activities to ensure fair play and strict adherence to regulatory guidelines, supporting a secure user environment.
Verified and managed sensitive user data, ensuring compliance with privacy policies and maintaining data integrity for thousands of users.
Promptly addressed and reported suspicious activities and potential fraud, contributing to a significant reduction in fraudulent transactions.
Italcogim Energia / SKY
|Sales and Marketing Promoter
Foggia, Italy, Italy
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Summary
Executed direct sales and promotional activities for energy services and entertainment packages, driving customer acquisition.
Highlights
Successfully executed direct sales of contracts for electricity, gas, and SKY packages, consistently meeting and exceeding monthly sales targets by an average of 15%.
Conducted impactful door-to-door and local event promotional activities, effectively generating new leads and increasing brand visibility by an estimated 20%.
Developed strong product knowledge to effectively communicate value propositions and secure new customer agreements.
Education
Catholic University 'Our Lady of Good Counsel'
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Bachelor
Physiotherapy
Languages
Albanian
Italian
English
Skills
Communication & Interpersonal
Active Listening, Clear Communication, Multicultural Team Collaboration, Client Empathy, Client-Oriented Approach, Stakeholder Management, Team Coordination.
Customer Service & Operations
Customer Care, Back Office Operations, Live Chat Support, Call Center Operations, Client Relationship Management, Problem Solving, Issue Resolution, Operational Efficiency, Performance Monitoring, Workflow Optimization.
Data Management & Compliance
Database Management, Data Entry, Data Verification, Sensitive Data Handling, Fraud Detection, Regulatory Compliance, Information Processing.
Sales & Marketing
Direct Sales, Promotional Activities, Lead Generation, Client Acquisition, Market Engagement.
Digital Proficiency
Digital Communication, Content Creation (Basic), Digital Security, Software Proficiency.