Joana Guri
Etobicoke,ON
Summary
Dynamic customer service leader with a proven track record at Teleperformance Albania, enhancing customer satisfaction and fostering team collaboration. Expert in customer service oversight and leadership, with a knack for resolving escalated issues efficiently. Skilled in Google Ads, demonstrating a unique blend of technical and interpersonal skills to drive client success.
Overview
8
8
years of professional experience
Work History
Costumer Service
Teleperformance Albania
10.2023 - 10.2024
- Maintained exceptional customer service standards throughout every shift.
- Developed lasting relationships with clients through exceptional customer service skills.
- Provided excellent customer service, addressing concerns promptly and ensuring satisfaction.
- Managed daily operations, ensuring smooth workflow and top-quality customer service.
- Maintained standards of quality, timeliness, productivity and customer service.
Customer Service Supervisor
Covisian S.p.A Bconnect
09.2017 - 09.2023
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Google Ads Consultant
Local Web Marketing
11.2016 - 09.2017
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
Education
Master of Arts - Digital Media And Global Communication
University of Niagara Falls Canada
Niagara Falls, ON06-2026
Master of Science - Interpreting And Translating of Italian&English
University of Tirana
Tirane, Albania06-2016
Faculty of Foreign Language - Bachelor of Lingua E Letteratura Italiana
University of Tirana
Tirane, Albania09-2014
Skills
- Delivers exceptional customer service
- Customer service oversight
- Customer service leadership
- Customer service improvement
Languages
English
Full Professional
Albanian
Native or Bilingual
Italian
Full Professional
Timeline
Costumer Service
Teleperformance Albania
10.2023 - 10.2024
Customer Service Supervisor
Covisian S.p.A Bconnect
09.2017 - 09.2023
Google Ads Consultant
Local Web Marketing
11.2016 - 09.2017
Master of Arts - Digital Media And Global Communication
University of Niagara Falls Canada
Master of Science - Interpreting And Translating of Italian&English
University of Tirana
Faculty of Foreign Language - Bachelor of Lingua E Letteratura Italiana
University of Tirana
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