Egzon Aliu

I am a seasoned Customer Service Specialist with a diverse background in the retail, travel, and aviation sectors, backed by hands-on experience in both B2C and B2B support environments. Over the years, I’ve built a career centered around delivering exceptional customer experiences, resolving complex issues, and contributing to operational efficiency—both on the frontlines and behind the scenes.

Currently, I work at Amazon in the Retail department, where I manage a high volume of customer interactions, providing support related to orders, returns, payments, and product inquiries. My role requires strong problem-solving skills, empathy, and adaptability, as I navigate Amazon’s internal tools and maintain high standards of customer satisfaction.

Previously, I held a B2B Customer Service Specialist role at Kiwi.com, where I supported business partners and travel agents in managing bookings, resolving irregularities, and ensuring smooth communication between third-party airlines and clients. This role sharpened my ability to manage complex travel-related issues with speed and accuracy, often under time-sensitive conditions.

Before that, I worked at Tirana International Airport as a Ground Handling Supervisor, where I led teams across check-in, gate, and ramp operations. I was responsible for coordinating with multiple departments, ensuring compliance with safety protocols, and managing daily airport logistics. My experience in this high-stakes environment enhanced my leadership abilities, operational awareness, and crisis management skills.

I also spent time at Ixpira, a travel services company, where I progressed through roles as a Customer Service Specialist, Supervisor, and eventually a Quality Analyst. This journey allowed me to develop a strong understanding of customer support processes from multiple perspectives. As a QA, I evaluated agent performance, provided coaching, and collaborated with training and operations teams to improve service quality and reduce handling times.

Across all roles, I’ve demonstrated a consistent ability to communicate effectively, solve problems proactively, and adapt to new systems and workflows. I’m comfortable using CRM tools, internal knowledge bases, and GDS platforms. My strengths lie in maintaining composure under pressure, balancing customer satisfaction with business needs, and supporting team performance through leadership and mentorship.

With deep-rooted experience in customer service, travel operations, and quality assurance, I bring a well-rounded, flexible approach to any role I take on. I thrive in fast-paced environments and am passionate about delivering service that not only meets expectations—but exceeds them.