Angjelinë Hada

Conducted individual psychological assessments and behavioral evaluations for children; collaborated with teachers and parents to create personalized support plans; organized group sessions on emotional intelligence, peer relationships, and conflict resolution; advised staff on classroom management and emotional well-being; conducted workshops for parents; engaged children in occupational/play therapy activities to support development and independence.

Delivered one-on-one coaching and behavioral feedback; analyzed KPI data to identify outliers and plan individualized improvements; supported agents’ well-being and team cohesion; evaluated interactions for empathy and quality; designed monthly knowledge assessments and tailored training; led onboarding, training sessions and team discussions; aligned support strategies with organizational goals and staff well-being; presented findings on team development and performance trends.

Handled 20-30 calls, emails and chats daily; provided prompt customer support with a professional, friendly and patient attitude; memorized company products, procedures and services; contributed to customer insight reports; trained new hires on policy and compliance through shadow sessions; achieved positive CSAT across channels; diagnosed and resolved issues with step-by-step solutions; escalated to management when necessary.