Ardit Shuli
Brno
Summary
Accomplished professional with expertise in customer relationship management and leadership in diverse environments. Demonstrates influential communication and ethical conduct, excelling in diplomatic communication and performance metrics evaluation. Skilled in brand promotion, KPI tracking, and negotiation techniques, with a strong focus on mentoring and coaching. Adept at project oversight, crisis handling, and staff recruitment, ensuring time efficiency and resilience under pressure. Committed to leveraging interpersonal effectiveness for career advancement in strategic roles.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work history
Senior escalation manager
Red Hat
Brno, Mesto Brno
2023.08 - Current
- Streamlined communication channels, enhanced internal information flow.
- Coordinated cross-departmental collaboration for improved workflow.
- Led high-stakes situations highlighted by the customer.
- Received customer feedback and constructively shared it with the teams working toward better collaboration
- Optimised resource allocation for increased profits.
- Delegated tasks efficiently to maximise productivity.
- Proactive engagement with the customer
- Advocate for the customer internally
- Advocate for the workflow
- Work internally on the development of new processes, such as AI implementation or Kepner-Tregoe practices
EMEA People Infrastructure Coordinator
Red Hat
Brno, Brno
2021.12 - 2023.08
- Process onboarding for new hires across EMEA, from contracts to signatures.
- Create internal accounts for EMEA hires following onboarding steps.
- Follow all EMEA country work regulations for compliant onboarding.
- Plan and execute high-volume recruiting operations, including biannual intern hiring of 150+ candidates.
- Lead day-one HR orientations and serve as the primary point of contact for new hire inquiries.
- Manage onboarding administration, including benefits enrollment, payroll setup, and Social Security processing.
Customer Service Representative
Lufthansa in Touch
Brno, Mesto Brno
2019.04 - 2021.11
- Provided top-notch support for increased customer satisfaction.
- Facilitated customer loyalty programmes to enhance customer retention.
- L1 support; managed a high volume of inbound calls for quick resolution of customer issues.
- Trained new hires for improved productivity and efficiency on the job floor.
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Participated in team meetings, sharing best practices for improving service delivery.
- Performed administrative duties contributing to smooth operations.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
Account coordinator
Subito.it
Tirana, Albania
2014.01 - 2019.02
- Work with the customer on the maintenance and improvement of their account profile and data
- Input sales, purchase, and cash transactions.
- Met deadlines by managing workload independently.
- Uploaded invoices using [Software] after verifying data.
- Coordinated between different departments for efficient workflow, enhancing productivity.
- Monitored accounts payable and receivable statuses, keeping financial records up-to-date.
- Kept and updated digital and physical financial records.
Office Organiser
Innovaway
Rome, Italy
2013.01 - 2014.01
- Maintained detailed databases, improving accessibility of information and resources.
- Improved team efficiency by organising schedules and workflow.
- Managed logistics, ensuring smooth operations.
Education
Bachelor of Science - Economics
Universiteti i Tiranes
Albania 2014.10 - 2019.06
Skills
- Customer relationship management systems
- Effective delegating
- Leadership in diverse environments
- Influential communication
- Ethical conduct
- Diplomatic communication
- Performance metrics evaluation
- Product knowledge and integration
- Constructive criticism
- Interpersonal effectiveness
- Customer relationship management
- Brand Promotion
- KPI tracking
- Negotiation techniques
- Mentoring and coaching
- Project oversight
- Crisis handling
- Staff recruitment
- Time efficiency
- Interpersonal savvy
- Resilience under pressure
- Communication proficiency
Languages
English
Fluent
Italian
Fluent
Albanian
Native
Spanish
Elementary
Affiliations
- Books
- Traveling
- Anime
- Etimology
Timeline
Senior escalation manager
Red Hat
2023.08 - Current
EMEA People Infrastructure Coordinator
Red Hat
2021.12 - 2023.08
Customer Service Representative
Lufthansa in Touch
2019.04 - 2021.11
Bachelor of Science - Economics
Universiteti i Tiranes
2014.10 - 2019.06
Account coordinator
Subito.it
2014.01 - 2019.02
Office Organiser
Innovaway
2013.01 - 2014.01