Amir Gashi

• Worked independently with small businesses and personal brands to improve visibility, engagement, and conversions through organic marketing strategies across social media platforms.
• Developed and executed organic marketing strategies on platforms such as Instagram, TikTok, and LinkedIn, resulting in increased follower growth and engagement.
• Built brand presence through content creation, storytelling, and consistent messaging aligned with target audiences.
• Leveraged trending content formats and SEO-friendly captions to grow reach without paid advertising.
• Helped clients convert followers into customers by improving call-to-action techniques and engagement funnels.
• Utilized analytics tools to track growth metrics, optimize posting schedules, and refine content strategy.
• Skills Gained: Organic growth strategy, Social media marketing, Personal branding, Content creation & scheduling, Community engagement, Analytical thinking & reporting, Trend analysis and adaptability.

Customer Service Manager Entain

• Led a top-notch customer service team in a busy, customer-focused environment to ensure clients received great service and operations ran . Key Responsibilities & Achievements.
• Leadership & Development – Guided a team of customer service representatives. Built a culture of excellence through coaching, performance reviews, and targeted training programs. This led to a significant increase in team productivity.
• Customer Satisfaction & Retention – Implemented proactive service strategies. These boosted customer satisfaction scores (CSAT) and shortened complaint resolution time. Process Optimization Streamlined workflows and introduced new CRM tools to enhance efficiency. This cut average handling time (AHT) while maintaining high service quality. Escalation Management Acted as the primary contact for complex customer escalations. Resolved critical issues with a high success rate and minimized churn.
• Data-Driven Decision Making Analysed customer feedback and KPIs to identify trends. This resulted in improvements to service delivery and operational policies based on concrete data. Cross Functional Collaboration Partnered with Product, Compliance, and Tech teams. This aligned customer service strategies with business goals to ensure seamless customer experiences.

• Proficient in utilizing Salesforce/SalesBoard, a leading CRM software, to streamline sales processes, manage customer relationships, and drive business growth.
• Demonstrated exceptional interpersonal skills while engaging with community members and business owners.
• Built and maintained strong relationships with a diverse range of individuals.
• Exhibited excellent communication skills, effectively conveying product information and benefits to potential customers.
• Implemented persuasive techniques to influence decision-making and drive sales conversions.
• Proactively sought out new leads and opportunities by networking with business and business owners at the door.
• Adapted quickly to different communication styles and personalities, tailoring sales pitches accordingly.
• Successfully overcame objections and addressed concerns to build confidence and close deals/leads.
• Consistently met or exceeded sales/lead targets by consistently delivering compelling sales presentations.
• Conducted thorough research on local markets and competitors to identify target audiences and develop effective selling strategies.
• Collaborated with cross-functional teams to coordinate promotional/community events and maximize community outreach efforts.
• Managed to get 5-10 good leads a day and around 25-40 a week that convert into sales.

• Cashed and dispensed high volumes of money orders per shift with zero error.
• Collaborated effectively with team members to ensure smooth operations and seamless customer service delivery.
• Displayed excellent problem-solving abilities, quickly resolving customer issues and finding suitable solutions to ensure customer satisfaction.
• Maintained a high level of professionalism and remained calm under pressure, especially during busy periods or challenging customer interactions.