Enio Lushnjari
Dedham
Summary
Professional with strong background in providing exceptional customer service in high-pressure environments. Adept at ensuring passenger safety and comfort, with focus on team collaboration and adaptability to changing needs. Skilled in conflict resolution, communication, and emergency response procedures. Reliable and results-driven, consistently meeting and exceeding employer expectations.
My experience at Teleperformance where i worked for one of the biggest clients of the company (Apple) has helped my build my customer service skills and excel as an advisor, where not only we needed to help them solve technical issues, but also maintain a high customer satisfaction rate by addressing every possible complaint and building trust.
I have received multiple trainings at my previous jobs, such as:
Conumer lending.
Small business lending.
NMLS licensed.
Lean Six Sigma Yellow Belt (Problem Solving Process)
Global Privacy
Health and Safety
First Aid
Aircraft Type Qualification
Cabin Crew Attestation
Overview
8
8
years of professional experience
1
1
Certification
Work History
Banker
Citizens
Boston
12.2025 - Current
- Managed customer accounts and provided tailored banking solutions.
- Advised clients on financial products and services to meet their needs.
- Processed account opening, closures, interest rate adjustments.
- Lead POC for branch financial product sales.
- Daily screening of Salesforce leads and driving sales over the phone.
Cabin Crew Member
Wizz Air
01.2022 - 09.2025
- Delivered exceptional customer service to ensure passenger satisfaction and comfort during flights.
- Managed over 500 hundred passengers per day in 2 or 4 flights total
- Conducted pre-flight safety checks, verifying equipment functionality and compliance with regulations.
- Collaborated with team members to efficiently manage in-flight service delivery and emergency protocols.
- Trained new cabin crew on safety procedures, enhancing team performance and operational standards.
- Resolved passenger inquiries and concerns promptly, fostering a positive travel experience for all customers.
- Monitored cabin environment to maintain safety, cleanliness, and adherence to company policies throughout flights.
- Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Improved teamwork among crew members by actively participating in debriefings and sharing constructive feedback after each flight.
Team Manager
Teleperformance
05.2019 - 01.2022
- Facilitate regular team meetings to review objectives, address challenges, and promote accountability.
- Responsible to help a team of 16 technical support advisors grow and achieve KPIs (Key Performance Indicators)
- Organize one on one meetings with advisors on weekly and monthly basis to address performance gaps by using different coaching techniques, by analyzing root causes and building action plans
- Follow up on individual and team level on targets agreed and goals set
- Responsible to adhere to internal procedures and processes to ensure COPC compliance
- Perform monthly security checks and report any non compliance to company policies
- Boost employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Collaborate with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Train new advisors to bring them up to speed and ensure smart targets are meet on weekly basis
- Establish team priorities, maintained schedules and monitored performance.
- Real time monitoring to reduce Average Speed of Answer, help advisors who were troubleshooting difficult issues to finish calls as soon as possible and maintain a high customer satisfaction
Technical Support Advisor
Teleperformance
01.2018 - 04.2019
- Provided technical assistance to customers via phone calls, resolving issues with software and hardware products for Apple customers
- Handled over 30 calls per day with an average duration of 14 minutes vs target of 15 minutes
- Diagnosed and troubleshot complex technical problems in the shortest amount of time to enhance customer satisfaction
- Guided users on best practices for software usage, improving operational efficiency and user experience.
- Analyzed customer feedback to identify any potential complaints and address them in real time
- Improved overall user experience by providing personalized assistance based on individual customer needs.
- Adhered to internal processes to ensure qualitative and quantitative KPIs were met
- Fostered positive relationship with colleagues and managers by participating in team building activities
Education
High School Diploma -
Janaq Kilica
Fier, AlbaniaSkills
- Customer experience
- Problem Solving
- Reliability and punctuality
- Complaint handling
- Meetings and presentations
- Passenger assistance
- Administrative tasks
- FAA regulations
- Conflict Management
- Emergency procedures
- Coaching one on one
- Schedule management
Certification
Aviation Security WAH
Aviation Security WMT
Aviation Security WZZ
DG WAH
DG WMT
DG WUK
DG WZZ
EASA AOC GO WMT
EASA AOC GO WZZ
Flight Safety, Compliance and Alertness Management
TCDT Certificate
Lean Six Sigma Yellow Belt
Languages
- English
- Albanian
- Italian
- Spanish
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Timeline
Banker
Citizens
12.2025 - Current
Cabin Crew Member
Wizz Air
01.2022 - 09.2025
Team Manager
Teleperformance
05.2019 - 01.2022
Technical Support Advisor
Teleperformance
01.2018 - 04.2019
High School Diploma -
Janaq Kilica