Edlira (Lila) Lleshi

Experience

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  Parfums Christian Dior

  Aug 2009 - Sept 2014

  Make-Up Consultant

  Maintaining top performing qualities in sales and achieve sales targets as set by the line managerSustaining knowledgeable on all Parfums Christian Dior products and be able to propose personalised products to clients Developing personal relationships with clients and to gain loyaltyActively engaging myself in conferences and seminars with senior members of staff in order to discover the Luxury world of DIORPro-actively link selling across product categories, to increase ATV and ATUParticipating in product launches Show less

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  AVMI

  Jan 2013 - Jan 2015

  Team Leader - Service Co-ordinator

  Working closely with Service Delivery Managers to understand and assist with Client SatisfactionAssisting and liaising directly with high profile clients to resolve issues or discuss new ideasSuccessfully managing and supporting a team of Co-ordinatorsRecruiting and developing the company training, in addition to managing InfoComm/Lynda account for the entire business Attending regular site visits to clients such as Bank of America and UBS to create a good working relationship with the Onsite employee’s and discuss training developmentsCompleting weekly and Monthly reports which include our finance and agency data to ensure the Purchase Orders are correct, in addition to regularly assisting with Service reports. Show less

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  Sysco Productions

  Oct 2015 - Feb 2016

  Service Delivery Manager

  Successful implementation with Head of Service Delivery of ITIL based service delivery strategy Scoped SLA’s and achieved contracted KPI’s resulting in high level of customer satisfactionAssisted in elevating the company’s communication skills around faults as well as uplift opportunitiesWorking with Multiple Clients verticals with well-known brand name clients. Utilising call management tool RAG system for management of contracted SLA’sCollaborating across organisational boundaries - from engineers through to senior managers Escalation point for service level agreements for contracted services Show less

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  ProAV Limited

  Jan 2016 - Aug 2020

  To manage selected Service Contracts and Accounts to maximise customer satisfaction to ensure contracts are renewed. In addition to be central point of contact for client to enable development of additional services into the accounts to increase revenue. Responsibilities:• To account manage named service accounts to ensure all service activities are carried out to the client’s satisfaction• Attendance at regular account management meetings as required• Minuting of service meetings and implementation of any service actions that may arise• Preparation and delivery of monthly service reports• Problem resolution on all contracts as required• To be a first point of service escalation, ensuring all services are being delivered in line with those contracted• Full coordination with service operations teams and Customer Service Agents• Generate single and multi-year support contracts / renewals• Development, implementation & management of Service Improvement Plans (SIPS) as may be required to improve service levels• Ongoing service development of service accounts by gaining understanding of client’s business• Implementation of contract SLA’s & KPI’s.• Coordination with HR / operations as required for manned sites• Ensuring all services are delivered on manned sites in line with requirements and on-site staff are fully briefed on expectationsCommercial• To prepare and issue Maintenance Contracts and Support Proposals / renewals• To be fully conversant with the Service Catalogue and to be able to sell all services confidently into current and new service accounts• To gain a thorough understanding of the market place and identify key business opportunities• To identify, develop and work with strategic partners to assist in the growth of the business• To assist in the preparation of service tender returns• To attend any post tender interviews in support of the projects sales teams as required Show less Day to day management and support of all site based engineering teams, locums and contractors (around 130 in total)Individual development of technicians and team leaders including probations and appraisal processActively involved in the interviewing and selection process for new engineers, as well as the dismissal process. Having the ability to oversee contract mobilization for new FM contracts Attendance of client meetings such as monthly reviews alongside Account Directors•Service Improvement Initiatives (all sites).Demonstrating ability to manage and motivate staff Identifying gaps in service delivery along with recommendationsFirst point of contact of contact for FM teams. Accurate communications and reporting Show less

  • Service Account Manager

    Apr 2019 - Aug 2020

  • Training and Resources Manager

    Jan 2016 - Apr 2019
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  CTBO Limited

  Oct 2020 - Jul 2021

  Operations Manager

  • Resource management – responsible for ensuring field resources are utilised in the most cost- effective way using sub-contract resources when required• Managing the performance of engineers, quarterly reviews and disciplinary process• Supporting the production planning process and ensure key performance indicators (KPIs) are in place and production targets are met• Managing day to day grievance and performance matters of employed engineers • Manage customer service expectations from engineers• Continuous improvement – work across the business to improve processes, procedures, efficiency and general working practices on an ongoing basis• Accreditations & training – ensure that the engineering teams accreditations are kept up to date and organise training courses when required• Monitor operations to ensure that staff members comply with administrative policies and procedures, safety rules, environmental policies, or government regulations• Sub-contractors – research and source new sub-contractors to meet coverage requirements, ensure they meet the minimum standards, negotiate rates and obtain signed sub-contractor agreements• Keep the contractor database always updated and through building those relationships keep updated with their general availability• Customer point of contact – following project handover from sales, contact the customer and introduce yourself as their single point of contact for the project • Project documentation – at the point of sales handover, ensure all relevant documentation has been completed and relevant systems checked. Ensure changes are captured and stored• Customer communication – inform customers of resource changes with personnel • Customer supplied equipment – prior to installation - Confirm with customer that all the required equipment has been delivered to site prior to the installation date and obtain a POD Show less

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  Vodafone Business

  Aug 2021 - Nov 2024

  Service Manager - Vodafone Global Enterprise

  2023 - Present - Managing the Ministry of Justice Account2021 - 2023 - Managing the Legal and General Account

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  Vodafone Global Enterprise

  Aug 2024 - now

  Operations and Service Integration Manager - IT Ops