Marsel Capoku

Contract role, fully remote, for a plumbing company in Philadelphia, USA. • Set up and ran the HubSpot CRM for all jobs, from new request to invoice • Built a live job map so the owner and technicians see every job on one screen • Moved new work orders from the client portal (AppFolio) into the CRM every day, so no job was missed • Prepared plumbing permit applications for the City of Philadelphia • Worked directly with the owner to improve scheduling, invoicing and client reports

Built 4 departments from scratch: Sales & Acquisition, Marketing, Customer Aftercare and Quality Service, each with clear roles and workflows Led a team of 20 to 30 people, coaching and support every day Hired, trained and onboarded new staff, and held performance and development talks Checked team results daily and broke big targets into small daily steps to keep everyone focused Grew revenue from €200K to €1M and monthly patients from 5 to 10 up to 30+ within two years Implemented HubSpot CRM

Co-founded and managed a back office team working for an Italian legal and financial firm. • Organized daily work, staffing and quality checks for a team of up to 50 people • Trained agents on Italian payroll calculation and checked their work for accuracy • Main contact for our Italian partner, handling the business relationship and daily communication

• Main point of contact for my clients, building long-term relationships • Worked directly with customers to keep them, spotting at risk accounts early and finding solutions • Followed usage data and feedback to catch problems before they grew

• Handled high volumes of customer contacts in Italian for airlines, telecom and online platforms • Worked night shifts and frequent overtime during busy periods • Helped train new agents and supported the team leader with daily coordination