Arslan Mardanov
Baku
Summary
Proven leader in customer engagement and team performance enhancement at Azercell Telecom LLC, adept in workforce planning and escalation handling. Excelled in elevating client satisfaction and resolving complex issues, achieving significant improvements in first-call resolution rates. Demonstrates exceptional team management and strategic problem-solving skills, contributing to overall business success.
Overview
16
16
years of professional experience
Work History
Call Center Team Leader
Azercell Telecom LLC
12.2013 - Current
- Collaborated with other departments to resolve complex customer issues, ensuring overall company success and client satisfaction.
- Partnered with management on strategic initiatives aimed at enhancing overall business effectiveness through improved customer engagement and team performance.
- Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
- Served as an escalation point for challenging customer situations, resolving conflicts professionally while preserving strong client relationships.
Call Center Representative
Azercell Telecom LLC
08.2008 - 12.2012
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Education
Bachelor - Business Administration
Azerbaijan State Economic University
Baku09.2008
Skills
- Team Management
- Escalation Handling
- Call Routing
- Workforce Planning
Languages
English
Upper intermediate (B2)
Russian
Advanced (C1)
Turkish
Bilingual or Proficient (C2)
Timeline
Call Center Team Leader
Azercell Telecom LLC
12.2013 - Current
Call Center Representative
Azercell Telecom LLC
08.2008 - 12.2012
Bachelor - Business Administration
Azerbaijan State Economic University