Xhino Lolaj
Lecce
Summary
I've gained educational and professional experience in Italy and abroad, which has enhanced my ability to cooperate with international colleagues and clients. In customer service, I've refined techniques for analyzing and resolving multiple issues quickly. I've always strived to achieve assigned goals within the given timeframe.
Overview
12
12
years of professional experience
Work History
Cultural Linguistic Mediator
Gruppo Umana Solidarietà
12.2021 - 07.2025
- Provided Italian/English (and vice versa) interpretation and translation
services for immigrants accessing a range of services - Facilitated communication and understanding between immigrants
and service providers in medical, legal, and social settings - Maintained impartiality and cultural sensitivity in all interpreting and
translation work
Customer Service Specialist
Foundever - Airbnb Project
12.2022 - 11.2024
- Delivered guidance and education to Airbnb Guest and Hosts on all aspects of the platform
- Provided advanced troubleshooting, maintaining professionalism and high level of comprehensive customer support
- Achieved company's goals concerning users' satisfaction metrics by providing an all-round customer service support
Telesales Representative
Cloud Care srl
07.2021 - 12.2022
- Conducted outbound telephone sales of broadband and energy bundles
- Met sales target with established time frames
- Applied persuasive communication and product knowledge to convert leads into customers
Customer Support Agent
Scottish Widows
02.2018 - 05.2021
- Supported UK-based clients throughout the legal process of
withdrawing funds from private pensions - Executed fund transfers using specified software, ensuring accuracy
and compliance with established procedures - Conducted detailed client consultations, clearly explaining the
withdrawal process and obtaining informed consent
Customer Service Representative
Sykes - Playstation project
11.2016 - 02.2018
- Delivered technical assistance to Sony PlayStation users in Italian and English, resolving hardware and
software issues - Resolved customer inquiries regarding online account management, including game troubleshooting,
refunds, and authentication - Implemented account verification procedures to ensure compliance with parental consent requirements
for underage users
Bartender and floor service
Mitchells&Butlers
10.2014 - 08.2016
- Provided attentive table service during lunch and dinner periods, ensuring a positive dining experience
- Prepared and served a variety of beverages, including draught beers and cocktails, while promptly addressing customer requests
- Collaborated with kitchen staff to expedite meal preparation during peak service times
Customer Service Representative
Comdata - Vodafone project
05.2013 - 06.2014
- Provided technical support to customers regarding SIM card queries and troubleshooting
- Identified opportunities for up-selling and cross-selling to enhance customer value and retention
- Maintained efficient call handling practices, adhering to established performance metrics
Sales agent
Idealweb srl
04.2013 - 06.2014
- Generated new customer business opportunities through a combination of door-to-door canvassing, pre-arranged appointments, and customer referrals
- Consulted with potential customers to identify their needs and recommend appropriate broadband and energy solutions
- Consistently achieved sales targets in a commission-based compensation structure
Education
Certificate -
TEFL Graduate
12.2021
Bachelor's Degree - Foreign Languages and Literature
UNIVERSITY OF SALENTO
11-2012
Certificate - undefined
HOSPITALY AND CATERING SCHOOL
01.2003
Skills
- Excellent customer service skills
- Customer orientation
- Time management skills
- Proficiency in common IT tools (eg, Microsoft Office Suite, Google Workspace)
- Problem-solving
- Goal-oriented work ethic
- Sales techniques
- Active listening skills
- Translation and interpreting
Personal Information
Activities and interests
Skill-building activities: During the period of 2020-2022, I dedicated time to independent financial trading by applying short-term trading and arbitrage strategies. This activity provided my primary income during that period.
I translated the following books (from Italian to English) on behalf of GUS (Gruppo Umana Solidarietà): ‘The Plural Identity of the Mediterranean’ (2022) and ‘Revolt! With Love’ (2025)
Interests: studying languages,reading ,writing,meditation, playing guitar, travel, fitness routine.
Lingue
Italian
Bilingual or Proficient (C2)
Albanian
Bilingual or Proficient (C2)
English
Advanced (C1)
Spanish
Upper intermediate (B2)
Timeline
Customer Service Specialist
Foundever - Airbnb Project
12.2022 - 11.2024
Cultural Linguistic Mediator
Gruppo Umana Solidarietà
12.2021 - 07.2025
Telesales Representative
Cloud Care srl
07.2021 - 12.2022
Customer Support Agent
Scottish Widows
02.2018 - 05.2021
Customer Service Representative
Sykes - Playstation project
11.2016 - 02.2018
Bartender and floor service
Mitchells&Butlers
10.2014 - 08.2016
Customer Service Representative
Comdata - Vodafone project
05.2013 - 06.2014
Sales agent
Idealweb srl
04.2013 - 06.2014
Certificate - undefined
HOSPITALY AND CATERING SCHOOL
Certificate -
TEFL Graduate
Bachelor's Degree - Foreign Languages and Literature
UNIVERSITY OF SALENTO
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