Steljo Dhana

[email protected] • (+355) 696438690

PROFESSIONAL SUMMARY

Experienced professional with a proven track record in program analysis, business development, and customer relations. Recognized in the top 20% for performance in client retention and trust-building. Skilled in managing investor relations and driving operational growth through strategic communication and problem-solving.

WORK EXPERIENCE

Supervisor
11/2020 - 09/2025
Teleperformance
• Monitoring and evaluating agent performance, providing coaching to share findings and best practices
• Identifying operational issues and suggesting possible improvements
• Preparing reports and analyzing data to assist management
• Working with other supervisors and management team member to support agents and maximise customer satisfaction
Supervisor
11/2020 - Present
Teleperformance
• Monitoring and evaluating agent performance, providing coaching to share findings and best practices
• Identifying operational issues and suggesting possible improvements
• Preparing reports and analyzing data to assist management
• Working with other supervisors and management team member to support agents and maximise customer satisfaction
Customer Service Representative
11/2019 - 11/2020
• Received inbound calls, achieving agreed targets and standards applied to the campaign, to resolve queries and complaints
• Maintained customer's requirements and contributed to the overall improvement of the campaign
• Achieved call handling targets and standards
• Recorded data accurately
• Maintained a positive attitude at all times and ensured there was a high customer service focus
• Achieved KPIs as set by the campaign requirements
Wilson Lounge Waiter
10/2017 - 02/2020
• Orchestrated a positive, guest-oriented environment
• Provided superior customer service to ensure the customer's needs and wants were met
• Served 200+ customers daily, leading to 90% customer satisfaction
• Established a positive working relationship with managers and coworkers

EDUCATION

High School Diploma
01/2011 - 01/2014
Flatrat e Dijes High School
Bachelor's Degree in Mechatronic Engineering
01/2014 - 01/2018
UPT

SKILLS

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