Experience

Baktelecom

• Azerbaijan
• Telecommunications
• 1 - 100 Employee

• Team leader of Call Center, online chat and tele sales groups

  • Sep 2021 - Present

  • Implementing and improving of Workforce Management process. • Regulation and control of shift work of employees. • Timely informing operators about innovations, campaigns, changes in the services provided by partner organizations. • Measurement, control, and provision of necessary level of service provided by operators. • Conducting trainings for new employees. • Organization of occasional special trainings for tele sales staff and CC operators. • Preparation of work instructions and control of implementation by smm employees / online chat. Show less



Avand Technology LLC

• Azerbaijan
• Telecommunications
• 1 - 100 Employee

• Team leader of Call Center, online chat and tele sales groups

  • Mar 2018 - Sep 2020

  • Implementing and improving of Workforce Management process. • Regulation and control of shift work of employees. • Timely informing operators about innovations, campaigns, changes in the services provided by our partner organizations. • Measurement, control, and provision of necessary level of service provided by operators. • Conducting trainings for new employees. • Organization of occasional special trainings for tele sales staff and CC operators. • Preparation of work instructions and control of implementation by smm employees / online chat. Show less



BTCPU (Baku Telephone Communications Production Union)

• Азербайджан

• Marketing services sales representative

  • Oct 2016 - Feb 2017

  • Assessment of the feasibility of using out staff employees and the allocation of their working time. • Coordinate working activity of Section employees, control timeliness and quality of current and scheduled tasks and orders execution • Organize monitoring process and analysis of Company service implementation, Preparation of statistical and analytical materials aimed for sales increasing • Real-time management of extraordinary situations (service down, technical and infrastructure problems). • Interaction with problem customers and further escalation and solving of the problem • Created a strong workgroup through team building and awarded as best team and best team leader. • Leading and participating in some projects. Show less



Azercell Telecom LLC

• Azerbaijan
• Telecommunications
• 700 & Above Employee

• Team Member

  • Oct 2006 - Jan 2016

  • Receiving subscribers’ calls, answering to questions, registering complaints and carrying out actions. • Preparing reports for previous day regarding main KPIs and targets. • Being responsible for entire Contact Center from time to time. • Operating with customer requests in accordance with the procedures of department and organization. • Awarded as one of best representatives. • Receiving subscribers’ calls, answering to questions, registering complaints and carrying out actions. • Preparing reports for previous day regarding main KPIs and targets. • Being responsible for entire Contact Center from time to time. • Operating with customer requests in accordance with the procedures of department and organization. • Awarded as one of best representatives.



Khazar Golden Beach Hotel

• Азербайджан

• Reception clerk

  • Jul 2004 - Jun 2005