Jonela Gjoka

Analyze and monitor customer care data from multiple sources to generate insight in order to maximize carrier's overall performance and efficiency of operations. Responsible for ongoing reporting on customer experience and performance indicators from Call Center, Self-Care, and International Customer Contact Analysis (ICCA) surveys. Conduct performance evaluations of the Call Center operations according to Deutsche Telecom requirements and guidelines.

Manage multiple business and residential mobile plan accounts with the goal ofmaintaining subscription rates and achieving optimal customer service.{Ensure satisfaction and retention of existing customers through consistent contact withclientele on current contracts and new product offerings.{Maximize sales by reviewing existing plans and identifying cross sell opportunitiesresulting in the creation and marketing of bundle offers.

Provided data analysis and recommendations in the creation of promotional campaignsin order to increase customer acquisitions and optimize existing subscriptions.{Utilized customer segmentation models as well as loyalty and age on network data tocustomize program specifications to meet individual customer needs and maximize sales.{Analyzed results including the creation of internal trackers to monitor performanceindicators and overall program productivity.

Responsible for day to day management of customer issues with service, includingtechnical difficulties, payments, and quality concerns.{Distributed assignments as necessary, monitored and oversaw the progress of eachcustomer issue to ensure adequate coverage of customer needs and tasks are completedin an efficient manner.{Assisted in identifying operational needs and worked with cross functional teams todetermine solution, formulate new procedure and train associates.