Social Economic Country Manager

Zana Bojaxhiu

630-***-**** • ****.********@*****.***

Project Management Leader

OPERATIONS MANAGEMENT • BUSINESS ADMINISTRATION

Offering extensive experience in the development of Project management strategies

Accomplished and motivated Project Manager with 15+ years of experience in leading the entire project life cycle from conceptualization to completion. A broad range of experience in research & development projects, data analysis, business consultancy, fundraising, program development, monitoring and evaluation, Public Relations, Social Media Marketing, and Direct Client Services. Extensive experience of working across locations in America and Europe. Demonstrated experience of working in local and international non-governmental organizations, while developing gender, counter-trafficking, education, environment, agriculture, and business developments projects. Well-versed with online and offline marketing tools and techniques and proficient in designing marketing strategies in compliance with company objectives with a key focus on brand positioning and market expansion. Seeking full-time opportunities in project management with leading organizations, that provide possibilities to constantly evolve while utilizing existing knowledge.

Core Competencies:

Project Management • Business Strategy • Data Analysis • Qualitative Research • Risk Management • Research & Development Stakeholder Relationships • Cross-Functional Coordination • Change Management • Client Relationship Management • Project Coordination • Business Relationships • Strategic Planning • Contract Negotiation • Requirement Analysis • Business Process Improvement • Team Development • Customer Experience • Financial Reporting & Analysis • Management Consulting

LANGUAGES: English, Albanian, Serbian

TECHNICAL SKILLS: Microsoft Office (Word, Excel, PowerPoint, Outlook)

PROFESSIONAL EXPERIENCE

Bank of America,, Austin, TX, Sep 2017 – Present

Relationship Manager Business Owner Specialist

Responsibilities include providing effective customer experience and after-sales service to existing customers and overseeing customer relationship management activities to safeguard the company’s image and create a positive company outlook.

●Spearheaded the relationship management team and handled 50+ accounts independently with regular follow-ups.

●Facilitated 100% customer satisfaction by maintaining long-term, post-sales relationships with existing customers across a wide selection of companies and industries.

●Warranted on-time resolution of customer grievances by ensuring appropriate support from all areas of business.

●Built and developed customer relationships by noting feedbacks and common grievances within customer companies.

●Led process improvement initiatives by collaborating with sales teams to enhance product/service quality.

●Conducted periodic reviews to understand client’s satisfaction level with regards to products/services offered.

●Warranted 100% smooth coordination by updating CRM regularly and communicating changes to account managers.

HELP – Hilfe Zur Selbsthilfe, Pristina, Kosovo April 2016 – May 2017

Training & Monitoring Officer

Assisted with development, scoping, and prioritization of the company’s compliance monitoring calendar, while overseeing regulatory requirements, training initiatives, and overall development.

●Monitored and supported 245 businesses, start-ups, and micro-enterprises across regions, and evaluated development goals, financial reports, and consultancy services in compliance with annual business strategies.

●Discussed internal company culture and requirements with a representative on the client’s end and defined training needs for individual businesses, start-ups, etc. supporting capacity building and development goals.

●Organized 3 kinds of training, viz. group & individual training, business & vocational training, and certification & specialization of the human resource department for supporting companies.

●Developed PR strategies to enhance brand image. Oversaw Digital Marketing, PR initiatives, and maintenance of company website and social media handles.

●Arranged and coordinated client’s community benefitting activities (voluntary services for marginalized groups).

IDRA Research & Consulting, Pristina, Kosovo August 2011 – April 2016

Country Manager

Coordinated the IDRA Kosovo office; explored business possibilities, met with clients, handled local staff, dealt with financial and administrative management; and monitored client’s satisfaction with the company’s services.

●Spearheaded over 100 research projects, while directing a team of 15 and supervising 80+ staff members.

●Handled 4 crucial aspects of research projects, viz. proposal development, final reporting & presentation, closures from project proposals, and fund/revenue generation.

●Acquired key clients from mobile telephony, banking, and food & beverage industry and contributed to several significant studies at the national level with UNDP, World Bank, NATO/KFOR, FES Foundation – FES, Save the Children.

●Served as a moderator and qualitative analyst for 200+ focus groups (50 qualitative projects), designed methodologies of over 150 research projects, while authoring reports and several publications such as Kosovo Youth Study 2012 (FES), Small Arm and Light Weapon (UNDP), Fear of Crime and Victimization (UNDP), Social Assistance Scheme (UNDP), /Northern Kosovo – Social Economic Assessment (World Bank), etc.

The Royal Norwegian Society for Development – NORGES VEL, Lipjan, Kosovo December 2004 – June 2011

Consultant

Developed new project ideas and led the entire project life cycle from conceptualization to execution, while evaluating, monitoring, and reporting Norges Vel projects.

●Provided advisory services for projects in 2 prime regions: Kosovo & Macedonia, and maintained effective cross-functional coordination with internal & external channels for successful project execution.

●Head Organizer of Kosovo National Farmer’s Conference – establishing Kosovo Farmer’s National Organization.

Synovate, Pristina, Kosovo October 2005 – June 2011

Country Supervisor

Performed hybrid roles as a country supervisor in qualitative & quantitative research conducted in Kosovo, Macedonia, Serbia, and Albania, while organizing, moderating, and compiling reports for focus groups and in-depth interviews.

●Formulated a schedule to execute projects within the stipulated budget and time, in compliance with project demands.

●Validated the data collected by interviewers and maintained the survey database.

●Compiled, translated, and adopted questionnaires from 3 languages, viz. English, Albanian and Serbian.

EDUCATION

THE UNIVERSITY OF SHEFFIELD, SHEFFIELD, UNITED KINGDOM

MBA - Master of Business Administration (Marketing)

THE UNIVERSITY OF PRISTINA, PRISTINA, REPUBLIC OF KOSOVO

Bachelor of Science (Double Major: Sociology & Philosophy)

ECDL CERTIFIED, Sponsoring Institution

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