Customer Service Representative

Candidate has a diverse background in customer service and leadership roles. They initially focused on honing their German language skills while living in Germany from 2016 to 2018. Upon returning, they began their career as an operator at a positive call center and quickly advanced to a team leader position, which they held until 2023. In their role as a team leader, the candidate was responsible for managing team performance, ensuring service quality, and compiling various reports. Their experience spans managing client interactions, overseeing operational targets, and ensuring effective communication within their team. Overall, their background reflects strong leadership skills, customer service expertise, and a commitment to achieving operational excellence.

Azerbaijan Oil and Industry University / Bachelor of Degree, Oil and Gas Engineering

2018 - 2023

Azerbaijan Technical University / Bachelor of Degree, Electronics, Telecommunications and Radio engineering

2009 - 2013

Team Leader

Industry: Telecommunications

Aug 2021 - Present

• Responsible for customer representatives (DE-TR)

• Prepare daily or weekly productivity reports

• Daily and monthly customer service officer performance control

• To control and maintain performance and quality targets

• To follow the operational targets and to take the necessary measures for their realization

• Call data report / Refused call report / General call evaluation / Monthly call evaluation

• To ensure that customers are always satisfied by providing fast response and effective solutions to the difficulties they encounter

• Establishing a shift order in order to respond to customer calls without interruption

• To review the performance of all call center representatives

• Speech quality, ACHT (talk times) and shift compliance tracking

• Organizing training for newly recruited call center operators

• Periodically reporting to the management units and determining new strategies to improve the performance in the call center

• Working in collaboration with the call center manager to identify operational risks and areas

Call Center Operator

Industry: Telecommunications

Mar 2021 - Aug 2021

• Supporting customer satisfaction

• Assisting customers with travel planning

• Using internal reservation software for ticket management

• Receiving, processing and forwarding customer complaints

• Participation in airline industry seminars

• Updating passengers with regulatory changes and document preparation

Receptionist

Industry: Hospitality

Apr 2019 - Mar 2021

• Received guests to the hotel by greeting them warmly, and attending to their inquiries and also answered inquirers over the phone

• Informed guests of the services and made reservations for guests according to their needs

• Builded good relationship with guests to make them feel comfortable and address any complaints they might have in a very courteous

• Attended to all routes of room bookings, such as online, phone, and in person

• Reported issues of maintenance and malfunctioning appliances to the manager for quick repair in order to ensure guests comfort and satisfaction.