Ina Kurteshi Email & Phone Number

Dublin, County Dublin, Ireland

My role as a T&S analyst is to understand the market and policies, enabling an effective integration into daily tasks and actively engage in weekly BPO calibration meetings to enhance support and alignment, diligently implementing policy guidelines.Contributed to a significant project addressing xenophobia in our market, demonstrating a commitment to preventing harm and promoting inclusivity.Prudent prioritisation in providing P0 support for Human Exploitation projects.

Dublin, County Dublin, Ireland

Interpret and contribute to identify potential vulnerable cases and signs of exploitation among the beneficiaries assisted. Assist in the cultural mediation activity in an objective and impartial way, according to the beneficiaries’ mother tongue.

Dublin, County Dublin, Ireland

Performed expert review of high-risk escalations according to the Community Standards guidelines as part of the core work, maintaining >95% weekly SLA.Provided regular enforcement feedback to our outsourced Partners who moderate content at scale.Collaborated across Markets and Orgs identifying and proposing policy changes with positive impact at a wider scale. Among others, supported defining and detecting the ‘giveaway’ spammy clickbait trends.Led a project addressing violating hashtag viral content across 10 markets.SME on Spam and Regulated goods, a cross-Market role participating in 10 projects and identifying insights on spammy, fraudulent behavior, harmful content etc., supporting to keep the platform safe.

Dublin, County Dublin, Ireland

Responsible for monitoring, council and document employee's quality performance; provide coaching assistance as needed to meet company's KPIs.Support TLs to establish Performance Improvement Plan to improve rep’s quality performance and provide feedback to the Policy Team to enhance Quality.

Dublin, County Dublin, Ireland

Supported the platform trust and safety for the Albanian market through the moderation of the reported content applying the community policies and standards.Performed consistently on target of the quality metric (>98%) and maintained the expected efficiency indicators.Raised 10+ market insights and policy opportunities through the different forums, internally with the Quality analyst, coach and TL, and externally through the meetings with the Client FTEs.Went through the Career Preparation Path, a program around Quality & Policy processes, as well as develop and test further technical skills such as Excel, Tableau etc.

County Dublin, Ireland

Role consisted in identifying and analyzing user trends, identifying bugs, and work with cross-functional partners to implement change.Being part of 2 experimental queues, launched within the Spam team, we were able to develop the GRT and improve the quality process, by giving our suggestions to the Facebook Project Managers and Engineering Team.Acted as a POC for the experimental queues when launched.Consistently achieved the quality metric and have been awarded best performer 3 months throughout my experience.

Katowice, Silesian District, Poland

By working at an in-house shared services organisation of Groupon, I was able to grow further on the product knowledge skills by actively participating into the process improvement initiatives and bringing complex cases into the team meetings, analysing the trends and proposing a solution that would bring added value to the customer or the Company. During this experience I managed to reach and exceed the expected targets by resolving customer issues in a timely and consistent manner and providing the best customer experience, while following the policies. Part of an empowered team CS Reps with the duty to also process customer payments and directly take decisions about complex customer queries through the payment systems like Adyen and also Salesforce, with no need to escalate. Part of the project was also handling customer's queries about invoices, analysing them and fix any technical misinformations, appeal’s processes and chargebacks.The success was measured through metrics such as FTR (First-Time Resolution), Resolution time, CSAT and Customer RetentionI acted as a POC to help onboard and pass the knowledge to new hires introduced to the project. Other skills developed are the tools knowledge, such as Zendesk, Salesforce, Cyclops, Booking Tool (Local and Getaways coupons), Bold Chat, Commerce Interface.

Tirana, Albania

This experience allowed me to learn about travel business and own the reservations process from start to finish. Successful in achieving fast troubleshooting, resolve guest issues and communicating in a positive and empathetic manner. The research skills and market knowledge were developed as well by working daily with tools such as Booking.com, Asana, Slack.

Albania

During this experience I managed to reach and exceed the expected targets by resolving customer issues in a timely and consistent manner and providing the best customer experience, while following the policies. As a COPC certified project at Teleperformance, customer experience and efficiency at Groupon were a great focus that helped me grow on the skills such as adaptability, working under pressure, attention to detail and multitasking. Part of an empowered team CS Reps with the duty to also process customer payments and directly take decisions about complex customer queries through the payment systems like Adyen and also Salesforce, with no need to escalate. Part of the project was also handling customer's queries about invoices, analysing them and fix any technical misinformations, appeal’s processes and chargebacks.The success was measured through metrics such as FTR (First-Time Resolution), Resolution time, CSAT and Customer RetentionI acted as a POC to help onboard and pass the knowledge to new hires introduced to the project. Other skills developed are the tools knowledge, such as Zendesk, Salesforce, Cyclops, Booking Tool (Local and Getaways coupons), Bold Chat, Commerce Interface.

Tirana, Albania

Responsible of supporting the Sales Team in handling and documenting customer accounts, product analysis and prepare reports. Also, assisting front office in preparing, scheduling and organizing meetings, events and appointments.

Tirana, Albania

Teleselling representative for Telco companies. Increased the Customer base by pitching various offers to prospect costumers. I helped me to be self-motivated in the products that are being sold and to grow the communication and interpersonal skills.

Albania

As a good salesperson I learned to reach the needed confidence, enthusiasm, networking ability and the empathy while working with the customers. It was a good experience to start and to achieve the right approach.

Master Of Science - Ms, Environmental Engineering

Activities and Societies: Course work included: Introduction to Environmental Engineering, Sustainability, Strategic Planning in Energy.

Bachelor'S Degree, Environmental Engineering

Activities and Societies: Course work included: Probability, Statistical Analysis, Mathematics, Physics, Chemistry, Algebra, Building.

Certificate/ Internship, Energy, Environment, And Natural Resources Law

The school was thematically dedicated to low-emission development, with special emphasis on energy efficiency and renewable energy sources.

High School Diploma