Klaudio Kërmaj

Managing a portfolio of 100+ SME clients across Germany, advising business owners on financing solutions from initial consultation to successful funding. Primary point of contact for complex financing decisions, building trust-based relationships that drive conversion. Coordinate between clients and lending partners to structure tailored offers, average deal size €50,000. Commission-based, performance-driven environment.

B2B client advisory and SME financing in a fast-paced fintech environment. Managed a portfolio of SME clients across Germany, advising on financing options and coordinating the full loan acquisition process end to end. Built client relationships through structured follow-up and proactive communication. Negotiated financing offers with lending partners, average deal size €30,000. Commission-based, target-driven environment.

Workforce planning and capacity management across a customer service operation of 40–100+ agents. Designed and managed weekly schedules balancing operational needs, holiday requests, and absence management. Built work volume forecasts by team to project staffing requirements. Owned daily and weekly reporting for multiple stakeholders and developed reporting tools in Google Sheets used across departments.

Real-time monitoring and management of daily operations across a customer service team of 100+ agents. Processed sickness and absence tickets, adjusted daily schedules dynamically, and ensured correct use of intraday tracking tools. Built live reports from tracking data for team leads and management. Managed high task volumes in a fast-paced, data-driven environment requiring precision and attention to detail.

- Handled client account transfer requests via email, processing up to 40 account movements per day — analyzing required documents and coordinating the full transfer process for clients moving their brokerage accounts to new providers - Used structured email templates to manage high-volume client communication efficiently and accurately - Developed early foundations in client communication, process adherence, and operational execution in a regulated fintech environment

Self-employed sales role focused on customer acquisition and client meetings. Developed early foundations in consultative selling, objection handling, and building client relationships from scratch in a commission-based environment.

Dual vocational training (Duale Ausbildung) in retail commerce. Built core professional foundations in customer service, sales, and structured business operations across a 2-year apprenticeship program.