Denis Iseni

Results-driven customer service professional with 7+ years of proven success in boosting customer satisfaction by up to 35% and driving revenue growth through innovative service strategies. Proficient in relationship building and problem-solving, I thrive in fast-paced environments and am committed to delivering exceptional service that aligns with organizational goals. With a background in various industries, I leverage my adaptability and persuasive skills to turn inquiries into sales, enhancing customer engagement and driving brand loyalty.

Team Leader of Customer Support at Alpine Fleet (Global Transfers Group) (2022-11 – Present)

Led a dynamic customer service team, delivering high-quality support via SMS, email, and phone to resolve inquiries and ensure customer satisfaction.

• Designed and implemented a comprehensive training program for new customer support representatives, improving onboarding efficiency and elevating team service delivery scores by 50%.
• Managed booking amendments and cancellations through the internal Hub system, ensuring accuracy, efficiency, and a seamless customer experience.
• Fostered a collaborative, motivated team culture by promoting open communication, setting clear goals, and maintaining a calm, positive office environment.
• Utilized active listening and empathy to effectively handle customer complaints and escalations, preserving client relationships and fostering repeat business.
• Drove continuous improvement by implementing a customer feedback system that increased the resolution rate by 20%.
• Served as the first point of contact during night shifts (23:00-08:00) for the 2025/26 season, managing thousands of passengers traveling overnight from resorts to Geneva Airport and ensuring smooth, uninterrupted customer support throughout the season.
• Boosted Alpine Fleet's response time across email, calls, and WhatsApp, aligning with industry best practices in customer engagement and achieving a 95% response rate.

Sales Floor Team Leader - Retail Customer Engagement Specialist at Diamonds Consulting (2021-08 – 2022-04)

• Conducted cold and warm calling to present company products and generate new business opportunities across a wide range of clients.
• Delivered persuasive product presentations over the phone, adapting messaging to meet client needs and consistently converting leads into sales.
• Sent targeted sales emails featuring personalized offers and promotions to drive interest, increase engagement, and secure new accounts.
• Maintained strong client relationships through regular follow-ups, attentive service, and post-sale support to build trust and encourage repeat business.
• Consistently met or exceeded sales targets through a results-driven approach and effective communication strategies.
• Presented company programs to various businesses, ensuring maximum visibility and adoption of products/services.
• Conducted phone-based pitches, clearly explaining program details to prospective clients and driving sales.
• Contributed to company growth by generating new business and expanding client relationships.

Sales Agent at Inovatis Marketing Solutions (2020-12 – 2021-07)

• Managed client communications via email, phone, and other channels, ensuring timely responses and excellent service.
• Presented products clearly and engagingly to help clients understand their purchases fully.
• Leveraged product knowledge to answer questions and address customer concerns effectively.
• Delivered exceptional customer support by resolving inquiries and issues promptly, enhancing overall client satisfaction.
• Utilized CRM software to track and manage customer interactions, ensuring accurate and timely follow-up.
• Collaborated with cross-functional teams to address complex customer concerns and improve service delivery.
• Analyzed customer feedback to identify trends and recommend process improvements that increased retention rates.

Customer Support at Skyline Group (2017-08 – 2020-11)

• Presented products clearly and engagingly to help clients understand their purchase falls.
• Leveraged product knowledge to process questions and address customer concerns effectively.
• Delivered exceptional customer support by resolving inquiries and issues promptly, enhancing overall client satisfaction.
• Utilized CRM software to track and manage customer interactions, ensuring accurate and timely follow-up.
• Collaborated with cross-functional teams to address complex customer concerns and improve service delivery.
• Analyzed customer feedback to identify trends and recommend process improvements that increased retention rates.

Diploma in Banks, Finances and Accounting – Universiteti AAB (2019-10 – 2022-06)

Secondary Education in Finances and Accounting – Faik Konica (2009-09 – 2013-06)