Summary
Overview
Work History
Education
Skills
Languages
Websites
Affiliations
Timeline
Generic

Agil Javadov

Baku

Summary

Quality Development Specialist with extensive experience in improving customer service standards and operational efficiency. Skilled in evaluating, analyzing, and providing actionable feedback on support interactions to drive performance excellence. Adept at facilitating training, implementing quality control measures, and developing strategies to enhance customer satisfaction. Known for strong analytical abilities, effective communication, and a commitment to fostering continuous improvement within support teams.

Overview

5
5
years of professional experience

Work History

Quality Development Specialist

WOLT LLC
Baku
05.2024 - Current
  • Customer Service Quality Control:Listening to calls and analyzing written communications of support team members.
    Evaluating the quality of customer interactions based on established KPIs (e.g., CSAT, NPS, FCR).
    Preparing reports and recommendations to improve service quality.
  • Process Analysis and Improvement:Identifying problem areas in customer support processes.
    Developing proposals for their optimization.
  • Training and Employee Development:Organizing training sessions and workshops to enhance employees' professional skills.
    Providing feedback to team members based on quality assessment results.
  • Development of Standards and Scripts:Creating and updating communication standards for customer interactions.
    Designing and implementing effective scripts for support representatives.

Support Associate

WOLT LLC
Baku
09.2023 - 05.2024
  • Responded to customer feedback and suggestions.
  • Followed up with customers after each interaction to ensure satisfaction.
  • Identified opportunities to improve customer service processes.
  • Resolved customer requests in a timely manner via chat or call.
  • Assisted with training new team members on customer service procedures and policies.

Intern

Pasha Holding LLC
Baku
04.2023 - 05.2023
  • Monitored industry trends regarding corporate social responsibility issues and developments in order to keep abreast of changes in the field.
  • Reviewed customer feedback regarding products or services from a responsible business perspective in order to improve offerings where necessary.
  • Analyzed data from surveys and interviews to identify areas of improvement for CSR initiatives.
  • Reviewed project requirements to identify customer expectations and resources needed to meet goals.

Business Development Assistant

Mikrotex LLC
Baku
02.2020 - 03.2022
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Managed client database to maintain accurate information.
  • Participated in networking events and industry conferences to build professional relationships and identify business opportunities.
  • Developed and maintained strong relationships with current and prospective clients to expand market presence.

Education

Master of Science - Economic Regulation

UNEC (University of Economics in Baku)
Baku, Azerbaijan
06-2025

Bachelor of Science - Management

Moscow State University (Baku Branch)
Baku, Azerbaijan
06-2023

Skills

  • Research and analysis
  • Monitoring and evaluation
  • Data collection
  • Training facilitation
  • Adaptive learning
  • Business development and planning
  • Quality control
  • Excellent communication

Languages

Russian
First Language
Azerbaijani
Proficient (C2)
C2
English
Upper Intermediate (B2)
B2
German
Intermediate (B1)
B1

Affiliations

  • Football
  • Music
  • Coffee
  • Fitness

Timeline

Quality Development Specialist

WOLT LLC
05.2024 - Current

Support Associate

WOLT LLC
09.2023 - 05.2024

Intern

Pasha Holding LLC
04.2023 - 05.2023

Business Development Assistant

Mikrotex LLC
02.2020 - 03.2022

Master of Science - Economic Regulation

UNEC (University of Economics in Baku)

Bachelor of Science - Management

Moscow State University (Baku Branch)

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Agil Javadov