Erald Ceka Email & Phone Number

Tampa/St. Petersburg, Florida Area

Clearwater

Clearwater

Positioned to supervise the Workforce Team. Implemented a system to create a quicker response to the clients with a proper time frame. Generated & analyzed performance reports to make decisions for each department to increase overall production & exceed company-wide goals. Cross-trained employees which allowed us to handle client’s needs quickly and in a cost effective way. Software used: CMS Supervisor, Nice IEXWorkforce Management and Microsoft Office. ● Communicate with each department head to aid in running operations and find appropriate resolution resulting in a more efficient operations of the call center● Utilized strong data research and analytical skills to prepare staffing plans for projected business levels● Ensured scheduling functions by meeting client’s goals and objectives resulting in a more positive experience ● Analyzed data and impacts to management for necessary staffing adjustments ● Contributed to improving quality and increasing employee engagement

Clearwater Beach

Front office Supervisor responsible for daily billing of the resort’s guests along with various vendors. Provided efficient and world class 5 diamond concierge service; to ensure each guest request/interaction via face to face, telephone and email was executed at a 110% customer satisfaction level, while remaining knowledgeable in making recommendations about area attractions, restaurants and various activities. Served as liaison between guests/vendors/resort departments while processing the ability to manage & resolve clients concerns as they occurred.● Ranked in the high 90th percentile in guest service satisfaction levels and Employee of the Month Award Winner.● Proficient in using OPERA Property Management Software, e-concierge, Microsoft Office ● Received highest recognition for the ability to multi-task to provide customer satisfaction while completing all daily tasks on consistent basis and overseeing a 10 member team● Supervised the daily billing of guests in a 250 room resort along with various vendors ● Managed and resolve clients concern as they occurred ● Presented and obtain metrics and data on how to improve a guest’s overall experience and supervised the department with one of the lowest employee turnover rates in the company

Clearwater Beach

Supervisor that led team of fifteen associates and managed the front drive operations in a 250 room full-service property. Managed the daily outside operations between valet/valet cashiers/greeters/bellhops to ensure all arriving and departing guest requests were met and executed at a 5-Diamond Service Standard. ● Supervised the daily operations in the front office ● Created a weekly associate schedules and handled resolving all staffing issues ● Implemented ideas and encouraged suggestions for improvement ● Coached employees on portative methods to resolve issues ● Improved communication between employees and management ● Team ranked eighth in the world by in Guest Satisfaction ● Employee of the Month● Employee of the Year

Tampa/St. Petersburg, Florida Area

Partnering with international firms to plan events held in the Tampa Bay Area. In charge of marketing and budgeting for events attended by 300 plus guests. Program Director, Speaker and Moderator in English and Albanian language.

Agile Project Delivery With Focused Build For Sap Solution Manager

Bachelor’S Degree, Bachelor Of Science In Business Administration & Management

Aveta Business Institute, Issued Aug 2019 - No Expiration Date