Teki Kolaneci Email & Phone Number

Tirana, AL

Dypius is developing a unique platform that allows anyone to provide liquidity and to be rewarded with DYP tokens, at the same time maintaining both token price stability and secure and simplified DeFi for end users

Tirana, Albania

• Decompose macro company strategy into micro online services & e-commerce strategy by defining product vision, roadmap and growth opportunities
• Working closely with VFGroup commercial teams to ensure solutions & services are developed in line with Group and VFAL strategies and roadmap
• Facilitate commercial processes by applying agile scrum framework, monitor the progress of the squad and the scope of goals, coordinate the interaction with other teams, manage the processes related to the completion.
• Assess value, develop business cases, and prioritize features to ensure focus is on maximum value and aligned with product strategy
• Accountable for delivering the objectives and business value of Vodafone official webpage and focusing on web activity as well as successful and on time delivery of new services;
• Introduce eCommerce (WS) in Vodafone Albania’s official webpage which has significant impact on device and accessorize sales

Tirana, Albania

• Responsible for the optimization of digital analytics platform and act as a centre of expertise that promotes the use of the insights and operational capabilities of these platforms across the organization
• Develop & deliver clear strategic & operational roadmap for Vodafone web, in line with digital Vodafone plan & aspiration, ensuring leadership on customer appreciation metrics and financial KPI’s in full alignment with.
• Strategically develop consumer eCommerce channel in close cooperation with the relevant internal and external stakeholders
• Define and implement measures that contribute to the channel's positive achievement of goals or the relevant products
• Expand consumer eCommerce on digital services (e.g. physical & virtual products)
• Develop eCommerce Promotion Roadmaps to achieve goals

Tirana, Albania

• SEO optimization of Vodafone Albania’s website support section
• Introduce the first community web page (forum) of Albania and online TNPS by using Adobe and tagging technologies
• Implement an automatic device detection (ADD) solution and enhance with an all in one application and develop a solution which provides a full and clear view of the device information of the customer to be used for.
• Increase roaming experience visibility in regards to customer perspective
• Define the customer journeys and processes of all the consumer products of Vodafone Albania
• Drive 4G related projects in Contact Centre and provide data service trainings to all new comers including call centre and retail channels.

Tirana, Albania

• Collect requirements across the business units, perform scope and feasibility analysis, translate business requirements to technical requirements, and work closely with technical team and product management during the.
• Ensure eCare is evolving compliant to company strategies, and support its continuous improvements
• Moderate Online Support & Social Media and maintain & optimize Support section in official website with updated content and user journey
• Daily / monthly reports on volumes and deep analysis
• Focus on resolving the issue at first contact and follow up till resolution, meeting KPIs
• Accountable of Customer Suggestions Flow, obtained from employees and customers (committee meetings, evaluation)

Tirana, Albania

• Identify agents' needs/problems by using coaching methodology for the first time in Contract Centre which has achieved great qualitative results
• Prepare scripts and problem-solving scenarios based on research (survey) results
• Be the mentor of sales representatives and coach Contact Centre Advisors on knowledge and soft skills
• Assure the performance post coaching through a scheduled evaluation process
• Introduce the first product and service catalog, ‘CS Insite - Sherlock’, including their specifications to be used by call center agents which has increased the ratio of first time resolution and customer satisfaction.
• Drive CRM & 3G related projects in Contact Centre

Tirana, Albania

• Handling inbound calls from Vodafone Albania customers.
• Supporting new Customer Care Representatives on difficult cases (calls),
• Managing surveys on Vodafone services
• Conduct Outbound for post-paid and high value customers via calls.
• Train the junior Customer Care Representatives about the internal procedures, work applications.
• Resolve customer complaints by investigating problems, developing solutions, sending recommendations to management.

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Tirana, Albania

Master Of Science - Ms, Geology/Earth Science, General

Petro Nini Luarasi,