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I’m a multifaceted professional with experience in customer support, sales (SDR), team and project leadership, and business management, combined with hands-on expertise in content creation, social media management, and digital marketing. Over the years, I’ve developed strong skills in copywriting, video and image editing, voiceover, and affiliate management, helping brands grow their audience and engagement. I thrive on delivering high-quality work across different formats, from managing projects and coordinating teams to creating compelling content for social media and digital platforms. I’m also skilled in audio transcription, game testing, and creative problem-solving, making me adaptable to a wide range of freelance tasks. With a strong eye for detail, excellent communication, and a results-driven mindset, I’m ready to take on projects that need a combination of strategic thinking and creative execution. Whether it’s managing a project, creating engaging content, or optimizing workflows, I aim to provide solutions that exceed expectations.…I’m a multifaceted professional with experience in customer support, sales (SDR), team and project leadership, and business management, combined with hands-on expertise in content creation, social media management, and digital marketing. Over the years, I’ve developed strong skills in copywriting, video and image editing, voiceover, and affiliate management, helping brands grow their audience and engagement. I thrive on delivering high-quality work across different formats, from managing projects and coordinating teams to creating compelling content for social media and digital platforms. I’m also skilled in audio transcription, game testing, and creative problem-solving, making me adaptable to a wide range of freelance tasks. With a strong eye for detail, excellent communication, and a results-driven mindset, I’m ready to take on projects that need a combination of strategic thinking and creative execution. Whether it’s managing a project, creating engaging content, or optimizing workflows, I aim to provide solutions that exceed expectations.

Monika Xhani

Audio Transcriber, Content Creator, Project Manager, +7

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I’m a multifaceted professional with experience in customer support, sales (SDR), team and project leadership, and business management, combined with hands-on expertise in content creation, social media management, and digital marketing. Over the years, I’ve developed strong skills in copywriting, video and image editing, voiceover, and affiliate management, helping brands grow their audience and engagement. I thrive on delivering high-quality work across different formats, from managing projects and coordinating teams to creating compelling content for social media and digital platforms. I’m also skilled in audio transcription, game testing, and creative problem-solving, making me adaptable to a wide range of freelance tasks. With a strong eye for detail, excellent communication, and a results-driven mindset, I’m ready to take on projects that need a combination of strategic thinking and creative execution. Whether it’s managing a project, creating engaging content, or optimizing workflows, I aim to provide solutions that exceed expectations.…I’m a multifaceted professional with experience in customer support, sales (SDR), team and project leadership, and business management, combined with hands-on expertise in content creation, social media management, and digital marketing. Over the years, I’ve developed strong skills in copywriting, video and image editing, voiceover, and affiliate management, helping brands grow their audience and engagement. I thrive on delivering high-quality work across different formats, from managing projects and coordinating teams to creating compelling content for social media and digital platforms. I’m also skilled in audio transcription, game testing, and creative problem-solving, making me adaptable to a wide range of freelance tasks. With a strong eye for detail, excellent communication, and a results-driven mindset, I’m ready to take on projects that need a combination of strategic thinking and creative execution. Whether it’s managing a project, creating engaging content, or optimizing workflows, I aim to provide solutions that exceed expectations.

Available to hire

I’m a multifaceted professional with experience in customer support, sales (SDR), team and project leadership, and business management, combined with hands-on expertise in content creation, social media management, and digital marketing. Over the years, I’ve developed strong skills in copywriting, video and image editing, voiceover, and affiliate management, helping brands grow their audience and engagement.
I thrive on delivering high-quality work across different formats, from managing projects and coordinating teams to creating compelling content for social media and digital platforms. I’m also skilled in audio transcription, game testing, and creative problem-solving, making me adaptable to a wide range of freelance tasks.
With a strong eye for detail, excellent communication, and a results-driven mindset, I’m ready to take on projects that need a combination of strategic thinking and creative execution. Whether it’s managing a project, creating engaging content, or optimizing workflows, I aim to provide solutions that exceed expectations.

Skills

Adobe Premiere Elements

Experience Level

Adobe Premiere Elements

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Beginner

Beginner

Language

English

Fluent

Spanish; Castilian

Intermediate

German

Intermediate

Albanian

Fluent

Work Experience

Data Specialist at Strategy Insights

October 1, 2025 - Present

Built and managed targeted prospect lists to support HR-focused outreach and event campaigns; Conducted outbound outreach to engage decision-makers and prepare qualified leads for SDR agents; Pre-qualified contacts and ensured accurate data handoff to SDRs, improving meeting readiness; Supported HR event pipelines by identifying relevant companies and stakeholders; Maintained clean, up-to-date CRM and data records to improve outreach efficiency and follow-ups.

Manager at REDCOCOMELON SHPK

January 1, 2025 - Present

Triage daily operational challenges and customer inquiries within a high-volume environment to ensure 100% service uptime and client satisfaction; Manage community forum-style event bookings and social channel inquiries, improving customer retention through personalized outreach and high-touch account support; Optimize inventory logistics and supply chain workflows, utilizing data-driven sales performance tracking to reduce waste by 15%; Advocate for customer needs by maintaining a strict feedback loop, ensuring safety standards and service quality exceed B2C expectations.

Team Leader at RUBY SOLUTIONS SHPK

July 1, 2023 - Present

Collaborate with a team of 20 agents to manage disparate support channels including live chat, email, and social communication, maintaining high-volume throughput; Execute technical troubleshooting for agent tools and CRM platforms, ensuring zero downtime for outbound B2B support campaigns; Drive customer retention strategies by coaching agents on win-back techniques for subscription renewals and account renewals; Manage knowledge base updates for new campaigns, streamlining response times by 20% through standardized documentation.

Team Leader at GREEN MARKETING SHPK

August 1, 2020 - July 31, 2023

Monitored critical KPIs and performance metrics using ticketing systems data to ensure quality and compliance with B2C support standards; Triage escalated technical and billing inquiries, providing high-touch resolutions to maintain strong customer satisfaction scores; Provided technical troubleshooting coaching for agents, improving first-call resolution rates by 12%; Strengthened product loyalty by coordinating targeted feedback loops between frontline agents and campaign management.

Customer Support at KIKXXL & EVROTARGET

February 1, 2019 - August 31, 2020

Troubleshoot technical booking errors and digital ticket system issues for thousands of passengers in a fast-paced B2C environment; Manage unmanaged inquiries across ticketing systems, live chat, and phone channels with a focus on immediate triage and resolution; Advocate for customer satisfaction by resolving complex refund and cancellation complaints, reducing churn by providing empathetic support; Maintained knowledge base records of interactions within internal CRM systems to ensure accurate data for account support teams.

Sales Development Representative at SILKLINE GROUP SHPK

March 1, 2018 - November 30, 2018

Strengthen customer retention by managing high-touch account support for interested B2B clients in the service sector; Utilize Microsoft Office Suite and advanced CRM tools to manage data quality and track product loyalty metrics.

Sales Development Representative at A&B MARKETING

January 1, 2018 - December 31, 2019

Manage outbound B2B support and sales cycles via multi-channel communication including email and live chat platforms; Collaborate with cross-functional teams during company rebranding to ensure seamless customer retention and account migration.

Call agent at LIQUID MEDIA SHPK

October 1, 2016 - February 28, 2017

Perform technical troubleshooting for product inquiries and provide account support for subscription-based B2C services.

Sales Development Representative at ALPHA SOLUTIONS SH.P.K

September 1, 2016 - December 31, 2016

Demonstrate audio industry adjacent technical knowledge by supporting HP hardware product ecosystems and printer ink solutions; Manage technical product knowledge and troubleshoot basic hardware compatibility inquiries for B2C customers.

Data Development Representative at BRIGHTEN

March 1, 2015 - September 30, 2016

Ensure 100% data quality and accuracy in knowledge base management by meticulously documenting UK utility and insurance survey responses; Delivered high-volume B2C communication, meeting aggressive weekly targets for inquiry management and customer engagement.