Summary
Overview
Work History
Education
Skills
Timeline
Generic

Aida Isma

Rahovec

Summary

Experienced Call Center Team Leader with solid background in managing and motivating customer service teams. Skills include problem-solving, communication, and team coordination. Known for improving productivity while maintaining high levels of customer satisfaction. Previous work has focused on both strategic planning and daily operations to ensure smooth call center functionality. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.

Overview

4
4
years of professional experience

Work History

Call Center Team Leader

BoostKosovo
Rahovec
11.2021 - 01.2025
  • Trained new staff on customer service protocols and call handling techniques, enhancing onboarding experience.
  • Monitored team performance to ensure adherence to quality standards and KPIs.
  • Developed scheduling plans to optimize coverage during peak call times.
  • Collaborated with management to implement process improvements, aligning team objectives with company goals.
  • Motivated team members through positive communication and feedback, fostering a supportive work environment.
  • Implemented changes to existing processes based on feedback from agents or customers.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
  • Participated in emergency preparation meetings to understand crisis management procedures.

Student Intern

M&Sillosi
Rahovec
03.2021 - 05.2021

Education

Bachelor - Food Engineering and Biotechnology

University of Prishtina
Prishtinë, Kosovë

Xhelal Hajda - Toni Gymnasium -

Rahovec, Kosovë

Skills

  • Knowledge of foreign languages
  • Skill and enthusiasm in performing tasks
  • Good leadership skills
  • Planning
  • Collaboration
  • Excellent communication
  • Microsoft Excel
  • Microsoft Word
  • Microsoft Powerpoint
  • Microsoft Office
  • Outlook
  • Google Drive
  • Software and Hardware
  • EndNote Software
  • Photoshop

Timeline

Call Center Team Leader

BoostKosovo
11.2021 - 01.2025

Student Intern

M&Sillosi
03.2021 - 05.2021

Bachelor - Food Engineering and Biotechnology

University of Prishtina

Xhelal Hajda - Toni Gymnasium -

Aida Isma