Aida Velaj

Experience

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  Oil's Deep Processing Plant

  Jan 1998 - Jan 2000

  Mechanical Engineer/ Head of Static Repairs Section

  Responsible for the static equipment’s maintenance. Monitor and report the physical condition of equipment. Design and plan the repair process. Manage people, time and resources to achieve timelines and objectives.

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  "Omega" Company

  Jan 2000 - Jan 2002

  Mechanical Engineer & Consultant

  Responsible to design the air condition systems for specific objects, coordinate the team and manage time and resources for implementation

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  VODAFONE ALBANIA

  Jan 2002 - Jan 2010

  Responsible for managing Business & Consumer customers’ inquiries through inbound & outbound activity. Ensure handling of customer’s inquires with high professionalism and within the predefined KPIs. Monitor daily operational & staff performance to improve quality, minimise errors and track operative performance. Ensure relevant procedures are in place and reviewed accordingly. Coordinate with team leaders, other dpts and third parties to gather information and resolve issues on time. Coordinate staff recruitment in collaboration with HR. Ensure up-to-date knowledge/training of TLs and rest of the staff. Analyse and report frequently daily operations in order to ensure effective resources. Plan and implement call centre strategies and operations for further improvements. Show less

  • Business & Consumer Call Centre Supervisor/ CS COMMERCIAL

    Jan 2006 - Jan 2010

  • Customer Services Team Leader/ CS COMMERCIAL Dpt.

    Jan 2003 - Jan 2006

  • Customer Services Representative/ CS COMMERCIAL dpt.

    Jan 2002 - Jan 2003
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  Vodafone Albania

  Nov 2010 - May 2017

  Main tasks covered:Leading the Customer Experience Excellence (CXX) program: Drive through engagement and coordinate the CXX programme Cross Functional Team focusing on 6(six) key customer journeys Manging Zero Detractors through CXX : Implementation of Detractors Close the loop process Co-delivering Service in Retail to empower retail front line people Co-implementing and delivering Empowering Front Line -Care Flight Programme Started by 14th of Feb On-going.Implementing Heartbeat Enterprise and monitor smooth functionality and on-going Enhancement of Heartbeat Consumer. Concluded the feasibility stage for Web simplicity 2.0(on-going)Launch Ready Business for Enterprise Prepare thorough and comparative and deep dive analysis on TNPS, FTF, and TF for all touchpoints and provide daily, weekly and monthly reports to all stakeholders in CXX board meeting.Managing and forecasting the budget Show less Responsible for leading the CEX projects and driving CE Initiatives & customer journeys . Responsible for coordination, implementation, execution, control and completion of project ensuring consistency with company strategy, commitments and goals. Ensure the business requirements met customer expectations and projects completed on time and within budget. Take after establishment ownership: monitor, analyse and develop further features to ensure the excellence in customer experience by improving NPS. Show less Responsible for managing people, time, resources and coordinating with other departments and/or third parties to achieve the predefined KPIs for online channel and complaint process. Responsible for managing the quality of service and training process for Contact Center. Ensure all relevant procedures are in place and reviewed accordingly. Suggest new strategies for improvement. Managing Social Media & Online Support: Ensure the highest standards of communication in online channel, aligned with Vodafone ethics and guidelines. Ensure all social media communications in wall & inbox are handled with professionalism and within the predefined KPIs. Coordinate with MKT and ensure seamless communication.Managing Customer Complaint end-to-end process: Ensure an effective process where all complaints are acknowledged in a timely manner and customers are kept informed in a professional way and within the predefined KPI. Analyse frequently the complaint pool to report the complaint trend and customer’s main pain and communicate/suggest to top management lessons learned for further improvements.Manage and drive the quality of service in CC: Ensure daily double hearing /monitoring and training process are performed accordingly. Prepare and monitor the quality advisers' and trainers' plan activity and track their performance. Analyse frequent (weekly/monthly) reports that quality adviser prepare and suggest the training needs identified in CC. Show less

  • CX Design & Implementation Manager _ MKT dpt.

    Jun 2016 - May 2017

  • Customer Experience Leadership @ MKT dpt

    Mar 2013 - Jun 2016

  • Customer Support Supervisor/ CS COMMERCIAL.

    Nov 2010 - Mar 2013
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  MEGATEK S.A

  Sept 2017 - Nov 2019

  Responsible to manage and direct several sections under Online and COPs dpt: eCommerce, Online Support, Logistic, Customer Service, Customer Experience, Repairs & Services section . Main responsibilities: Manage and ensure that all operational activities are performed accurately, to a high standard and in a timely manner. Ensure and support in achieving companies goals and objectives according to the strategy. Ensure proper procedures are in place and updated . Manage workflow processes, monitoring progress on specific tasks and reallocating work as appropriate. Provide resolution to operational problems, ensuring best in class customer experience. Contribute insights into the strategic direction of the online sales & customer experience based on the understanding of complex e-commerce and retail processes. Show less

  • Head of Online & COPs

    Jan 2018 - Nov 2019

  • Project Manager

    Sept 2017 - Jan 2018
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  FOUNDATION OUR LADY OF GOOD COUNSEL

  Nov 2019 - May 2021

  Head of Office of Promotion and Public Relations

  Responsible to develop marketing strategic plan , lead and drive promotion & public relations office for implementing the strategic marketing plan for the entrance of the new Catholic Hospital "Our Lady of Good Counsel" in the Albanian market and for the Foundation´s existing healthcare structures .

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  OnSolutions/ Part of Balfin Group

  May 2021 - now

  Chief Executive Officer

  On Solutions is part of Balfin Group and its activity is mainly focused on 2 (two) important pillars such are: Loyalty Program & Customer Operations ExcellenceBoth activities are positioning the customer at the heart of the business, aiming to create a wonderful customer experience and high retention rate for all our partner’s customers.On Solutions is driving “Happy Card “the biggest Loyalty Program in Albania: • Taking 54% of market share • Offering the highest reward rate in the market of 3%• In partnership with prestigious brands such: Spar, Neptun, Jumbo, Fashion Group Albania , MaxOptica, Foodini and Tirana Bank.Having expertized staff and the proper infrastructure in place, On Solutions is working to expand its activity among the Albanian market. Show less