KLEDI LAMAJ
Labrador, Gold Coast,Queensland
Summary
Accomplished Manager with a proven track record at Funlab, enhancing customer satisfaction and team productivity through effective leadership and strategic planning. Skilled in staff training, problem-solving, and fostering strong relationships, I excel in high-pressure environments, ensuring both customer loyalty and team development. My approach combines analytical and exceptional interpersonal skills, driving organizational success.
Overview
13
13
years of professional experience
Work History
Manager on Duty
Funlab
12.2019 - Current
- Enhanced customer satisfaction through consistent monitoring of service quality and staff performance.
- Trained employees in essential job functions.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Provided exceptional customer service, addressing concerns promptly and ensuring repeat business from satisfied clients.
- Collaborated with other managers on strategic initiatives, sharing best practices to achieve common goals across the organization.
- Mentored junior team members for career development, offering ongoing guidance on goal setting, skill-building, and performance improvement strategies.
- Improved team productivity by implementing efficient scheduling and task delegation processes.
- Ensured compliance with company policies, industry regulations, and safety standards by conducting regular audits and providing necessary training to employees.
- Initiated plans to improve customer relations, quality standards, and service efficiency.
Team Leader
KVP Marketing and Sales
04.2017 - 11.2019
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Established a culture of accountability within the team, resulting in higher levels of individual responsibility towards achieving organizational goals.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Boosted employee morale through regular recognition of outstanding work and providing opportunities for professional growth.
Public Relations Manager
International Logistics Services
09.2015 - 03.2017
- Planned and executed successful PR events, ensuring positive exposure for the organization.
- Actively participated in trade shows and conferences, representing the brand professionally.
- Managed internal, external, and crisis communications.
- Identified metrics to measure and evaluate effectiveness of public relations campaigns and initiatives.
Bank Teller/Personal Client Representative
JPMorgan Chase
07.2011 - 09.2015
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Educated customers on use of banking website, mobile apps and banking products, enabling them to make informed decisions about their finances.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
Education
BBA - International Business
Brooklyn College
Brooklyn, New York05-2015
Skills
- Customer service focus
- Staff training and development
- Strong analytical and problem solving skills
- Ability to handle multiple tasks/projects simultaneously
- Ability to build long-lasting and trustworthy relationships
- Strong organizational and detail oriented skills
- Outstanding personality and ability to work well with others
- Always taking the lead and initiative to succeed
- Training and mentoring
- Excellent interpersonal skills
- Excellent writing and communication skills
- Team focused mindset
Languages
English
Native or Bilingual
Italian
Native or Bilingual
Albanian
Native or Bilingual
Spanish
Professional Working
Timeline
Manager on Duty
Funlab
12.2019 - Current
Team Leader
KVP Marketing and Sales
04.2017 - 11.2019
Public Relations Manager
International Logistics Services
09.2015 - 03.2017
Bank Teller/Personal Client Representative
JPMorgan Chase
07.2011 - 09.2015
BBA - International Business
Brooklyn College
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