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Ammar Ajeti
Open to opportunitiesAccess Delivery Coordinator
Operations and fintech professional leading service delivery, escalations, and process improvements across regulated digital platforms.
North MacedoniaAccess Delivery Coordinator at PXC
About
I coordinate end to end ordering, tracking, and delivery of 50–150 live access circuits per week, supporting enterprise and carrier customers with complex delivery issues across multiple internal teams, external suppliers, and carrier stakeholders.
I’ve led frontline customer support operations for digital banking, virtual cards, and cryptocurrency exchange services—hiring, training, and managing a team of 10 support agents while driving SLA performance across 250+ tickets per day and owning 50+ high-risk escalations during incidents.
From producing KPI/SLA/performance reporting and KYC/AML-compliance workflows to recreating and documenting SOPs, runbooks, and service processes, I’m known for operational ownership, clear communication, and continuous process improvement. I also built customer support templates adopted in Zendesk/Ottobo to improve speed, consistency, and first-response efficiency.
Experience
Access Delivery Coordinator
Coordinated end-to-end ordering, tracking, and delivery of 50–150 live access circuits per week, supporting FTTC, FTTP, dark fibre, and backhaul services. Owned ~10 customer WIP accounts, served as an escalation point, and improved delivery clarity by recreating SOPs and runbooks with colleagues.
Service DeliveryEscalation ManagementCross functional CoordinationCustomer WIP Ownership
Team Leader
Led frontline customer support operations for digital banking, virtual cards, and cryptocurrency exchange services. Managed 10 agents and handled 250+ tickets per day across live chat and email while meeting all SLA targets through queue monitoring and proactive escalation.
Customer Support LeadershipVirtual CardCustomer Escalationperformance reporting
Dispatch Assistant
Supported after-hours operations and was promoted to Dispatch Assistant within three months based on performance and reliability. Coordinated daily operations for ~40 refrigerated trucks, managed real-time routing and incident support, and handled 4–5 incidents per week during high-activity periods.
Education
International Balkan University
Earned a Bachelor’s degree in Public Relations from International Balkan University.