Erzen Sopi

Experience

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  IPKO Telecommunications

  Nov 2017 - Nov 2022

  ▪ Analyzing call logs to spot common trends and underlying problems▪ Troubleshoot Network, Fix, DTV and GSM problems. Diagnosing and solving faults▪ Training more junior staff members,▪ Respond within agreed time limits to call-outs▪ Talk clients through a series of actions, either via phone or email until they’ve solved a technical issue▪ Provide technical support to team members.▪ Assist and support administrative staff in their day-to-day tasks. ▪ Supporting business clients.▪ Sales representative for Business clients (upselling and cross-selling).▪ Communication channels (Social network’s and official company email).▪ Support call center agents.▪ Troubleshoot Clients on phone or by mail. ▪ Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service.▪ Maintain professional work relationships with colleagues, supervisor and manager.▪ Resolving calls efficiently and effectively.▪ Work as part of a team to ensure offering perfect Customer Service at all times.▪ Accuracy in handling all assigned tasks.

  • Customer Technical Support Team Lead

    Sept 2021 - Nov 2022

  • Customer Technical Support

    Apr 2019 - Aug 2021

  • First Line Support

    Jul 2018 - Mar 2019

  • Call Center Operator

    Nov 2017 - Jun 2018
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  Procurri

  Oct 2022 - now

  Global Network Operations Center Manager

  • Supervise and manage the daily activities of the Maintenance Team.• Maintain records and monitor the team's performance in meeting service level agreements (SLAs) andoperational processes.• Act as a point of escalation for challenging customer inquiries, providing expert guidance andresolution.• Evaluate and enhance technical support processes and documentation to drive ongoingimprovements.• Collaborate in establishing key performance indicators (KPIs) for the team and regularly monitor andreport on achievements.• Participate in the recruitment and onboarding process of new team members, contributing to thegrowth and development of the Technical Support Team.• Collaborate with cross-functional teams to resolve complex technical issues and escalations in a timelymanner.• Maintain a strong focus on customer satisfaction, continuously seeking feedback and implementingimprovements to enhance the overall support experience Show less