Butrint Lushaku
Senior Customer Support Team Leader
Pristina
Summary
Knowledgeable Team Leader with proven track record in leading and guiding customer support teams to success and exceptional service. Demonstrated ability to improve team efficiency and enhance customer satisfaction through strategic problem-solving and effective communication. Known for utilizing conflict resolution and team management skills to foster collaborative and results-driven work environment, integrating work-life balance.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Senior Customer Support Team Leader
5CA
09.2025 - Current
- Deliver high-quality remote support via live chat, calls, and ticketing systems, ensuring a smooth experience across the booking and business management journey
- Resolve complex issues related to appointments, payments, account setup, cancellations, and platform functionality
- Work extensively with CRM systems such as Freshdesk and Zendesk, managing high ticket volumes while consistently meeting SLA targets
- Maintain excellent ticket hygiene, including accurate categorization, tagging, documentation, and timely follow-ups across all support channels
- Handle escalated and sensitive cases with empathy and professionalism, helping partners protect their revenue, schedules, and customer trust
- Act as a senior point of reference, supporting teammates, sharing best practices, and contributing to quality and performance standards
- Consistently exceeded established KPIs related to speed of resolution, customer satisfaction, and team performance.
- Managed a team of customer support representatives, ensuring consistent quality in service delivery.
- Mentored new hires for seamless integration into the customer support team.
- Implemented effective escalation procedures to promptly address urgent or complex customer concerns.
- Coordinated schedules to ensure adequate coverage during peak hours or periods of increased call volume without compromising service quality standards.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Championed a positive work environment that encouraged employee motivation, engagement, and retention.
- Generated status and performance reports to facilitate continuous improvement.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Led and executed customer support team strategy to reach company support goals.
- Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
Senior Customer Support Representative
Slice
11.2024 - 11.2025
- Handle 100+ inbound customer calls daily in a fast-paced, high-volume environment, providing clear and empathetic support
- Resolve a wide range of issues including order inquiries, special requests, delivery problems, and app-related concerns
- Ensure order accuracy by reviewing app orders and coordinating directly with customers and partner shops
- Communicate proactively with customers, providing timely updates and clear explanations to reduce stress and confusion
- Manage escalated and complex cases, maintaining professionalism and calm under pressure
- Collaborate closely with partner shops to prevent issues and keep operations running smoothly
- Promoted to Senior Customer Support Representative within 6 months for consistently exceeding performance metrics
- Demonstrated leadership by mentoring and supporting new team members
- Recognized for strong problem-solving skills, attention to detail, and customer-first mindset
Costumer Support Representative
Fusion
11.2022 - 10.2023
- Served as a friendly and reliable point of contact for patients, making sure they felt heard, supported, and comfortable at every step
- Helped patients schedule dental appointments smoothly while clearly explaining services, procedures, and next steps
- Addressed patient questions and concerns with empathy and patience, helping reduce anxiety around treatments
- Proactively confirmed appointments and sent reminders, supporting better attendance and a smoother clinic experience
- Built trust through clear communication and follow-through, encouraging repeat visits and long-term patient relationships
- Maintained accurate and organized appointment records to ensure a stress-free experience for both patients and staff
- Helped patients schedule dental appointments smoothly while clearly explaining services, procedures, and next steps
- Addressed patient questions and concerns with empathy and patience, helping reduce anxiety around treatments
- Proactively confirmed appointments and sent reminders, supporting better attendance and a smoother clinic experience
- Built trust through clear communication and follow-through, encouraging repeat visits and long-term patient relationships
- Maintained accurate and organized appointment records to ensure a stress-free experience for both patients and staff
Telemarketing Agent
E-Comm Marketing
08.2021 - 11.2022
- Engaged with customers across European markets through outbound calls, introducing online services and available investment options in a clear, approachable manner
- Helped customers understand products, processes, and next steps, tailoring explanations to individual needs and levels of experience
- Managed 40–60+ outbound calls per day, maintaining a calm, respectful, and customer-focused communication style
- Addressed questions and initial concerns with empathy, supporting informed decision-making rather than pressure-based sales
- Assisted with basic account and payment-related inquiries, ensuring accuracy and clarity
- Maintained 100% CRM documentation accuracy, logging call outcomes, notes, and follow-up actions
- Consistently met internal call quality, engagement, and compliance benchmarks
Education
Bachelor of Science - Economics
AAB University of Economics
Pristina, Kosovo 04.2001 -
Skills
Call center experience
Customer service excellence
Ticket management
Product knowledge
Verbal and written communication
Multitasking and organization
Escalation management
Teamwork and collaboration
Team management
Training and mentoring
Team building
Staff scheduling
Inter-department collaboration
Timeline
Senior Customer Support Team Leader
5CA
09.2025 - Current
Senior Customer Support Representative
Slice
11.2024 - 11.2025
Costumer Support Representative
Fusion
11.2022 - 10.2023
Telemarketing Agent
E-Comm Marketing
08.2021 - 11.2022
Bachelor of Science - Economics
AAB University of Economics
04.2001 -
Hiking
I enjoy hiking, which helps me maintain patience, resilience, and a calm, focused mindset. Planning and adapting to changing conditions reflects how I approach customer support: Staying composed under pressure, solving problems thoughtfully, and following through to ensure a positive customer experience.