Anisa Boraj
Brno,Czech Republic
Summary
I have strong interpersonal skills and a solid sense of reliability, allowing me to perform well under pressure. I am highly motivated, curious, and committed to continuous learning and personal growth. My teamwork, emotional intelligence, and communication abilities enable me to collaborate effectively with others while maintaining a harmonious approach. I am organized, detail-oriented, and adept at managing multiple tasks in fast-paced environments. My experience has prepared me to tackle diverse challenges, and I have honed excellent problem-solving skills to address complex situations efficiently.
Overview
12
12
years of professional experience
Work History
Customer Feedback Manager
Lufthansa In Touch
Brno, Czech Republic
02.2022 - Current
- Handling feedbacks, compliments and complains from passengers via email.
- Handling compensation requests for baggage and flight irregularities.
- Proof reading on Lufthansa.com website from English to Italian and vice versa.
- Dealing with travel agency and debt collector requests on behalf of the passenger.
- Sorting, analysing and escalating complex and sensitive cases to the legal team and other Lufthansa departments.
Customer Service Consultant
Lufthansa Intouch
Brno, Czech Republic
01.2020 - 02.2022
- Supported passengers flying with Lufthansa Group (LH, OS, LX, SN) via phone calls, chat and emails.
- Supported and handled requests for Miles and More members.
- Managed over 50 passenger requests per day.
- Issued new reservations , refunds and rebooking.
- Offered technical support and online check in support on Lufthansa.com, Austrian.com, Swiss.com and Brussels.com .
Technical and Software Senior Advisor for Apple
Teleperformance Albania
Tirana, Albania
07.2017 - 07.2020
- Advised and helped clients with Apple products, software, and services, including iOS, macOS, and associated applications.
- Assisted junior advisors with complex requests.
- Trained new advisors and monitored their work progress in the first months.
- Provided feedbacks to Client about how to improve the service and what to implement in the new products and software.
- Escalated complex cases to the respective departments.
Website Editor and Backoffice
Groupon Italy
Tirana, Albania
10.2016 - 07.2017
- Helped clients to locate return or replace their products.
- Handled requests from shops, restaurants and other businesses on how to promote their activity on the Groupon Website and create Evouchers.
- Facilitated the communication by being and intermediary between the customer and the merchant.
- Assisted the clients with the validation and redeeming of the coupons.
- Developed effective strategies for email marketing campaigns and on the website.
- Provided feedbacks to optimize website performance.
- Escalated to different departments and following up with the client or the business .
Quality and Language Specialist
Pura Center
Tirana, Albania
08.2014 - 09.2016
- Supported the requiting department by testing and interviewing the applicant in Italian and French.
- Trained and supported the team by creating language and country specific guidelines and training materials.
- Reviewed and Proofread content to ensure linguistic and cultural relevance.
- Monitored and reviewed the customers interactions with the agents to ensure quality and compliance to the company standards.
- Scheduled meetings to provide feedbacks to the team mates and set specific targets.
H3G Telemarketer
Marketing Work Group
Turin, Italy
07.2013 - 06.2014
- Made outbound calls to promote H3G services.
- Set appointments for the H3G engineers, with customer.
- Worked toward specific quotas set by the company.
Education
Bachelor Degree - Foreign Languages
University of Tirana
/2015 - /2018
High School Diploma -
Regina Margherita High School
TurinSkills
- HR policies and procedures
- Analytical-thinking
- Training and Development
- Customer relationship building
- Interpersonal communication
- Resourcefulness
- Stress management
- Customer service excellence
Languages
Italian
Native
Albanian
Native
English
Fluent
French
Fluent
Spanish
Intermediate
Czech
Elementary
Personal Information
- Date of Birth: 01/18/94
- Nationality: Albanian
Timeline
Customer Feedback Manager
Lufthansa In Touch
02.2022 - Current
Customer Service Consultant
Lufthansa Intouch
01.2020 - 02.2022
Technical and Software Senior Advisor for Apple
Teleperformance Albania
07.2017 - 07.2020
Website Editor and Backoffice
Groupon Italy
10.2016 - 07.2017
Quality and Language Specialist
Pura Center
08.2014 - 09.2016
H3G Telemarketer
Marketing Work Group
07.2013 - 06.2014
Bachelor Degree - Foreign Languages
University of Tirana
/2015 - /2018
High School Diploma -
Regina Margherita High School
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