CAVIDAN VELIYEV
Summary
During my 12 years of experience at Azercell Telecom LLC, I have gained a strong understanding of the importance of business sustainability and the development of corporate operations. I strongly believe that employee and workplace safety, along with the highest level of confidentiality, are fundamental pillars of a sustainable and successful business environment.
My professional approach is built on attention to detail, agility, strict adherence to safety principles, and the prioritization of high confidentiality in all business processes. In line with this mindset, I have continuously invested in my professional development and have successfully completed Azercell Academy–led trainings in Health, Occupational Safety and Environment (HSE), First Aid, and Agile Mindset.
These experiences have enabled me to contribute effectively to safe, compliant, confidential, and agile corporate operations while supporting long-term business objectives.
Overview
13
13
years of professional experience
Work History
B2B Contact Center / Senior Representative
Azercell Telecom LLC
03.2021 - Current
- Resolved urgent B2B corporate client requests within strict SLA frameworks, achieving 98% SLA compliance and reducing average resolution time by 25%.
- Managed and processed 600+ monthly corporate support tickets via the self-service corporate portal, ensuring accurate prioritization, documentation, and 97% on-time ticket closure.
- Delivered corporate and internal technical training sessions for cross-functional teams, resulting in a 20% improvement in service accuracy and reduced repeat incidents.
- Identified, qualified, and referred new B2B corporate clients to the Corporate Sales Department, contributing to measurable pipeline growth and improved cross-departmental efficiency.
- Handled escalated and high-risk corporate client complaints end-to-end, decreasing escalation rates by 30% and improving CSAT scores to 4.7/5.
- Responded to internal and external requests in compliance with regulatory and internal standards, maintaining 100% audit readiness and meeting response-time KPIs.
Strategic Adjacencies and Customer Channels Department / Strategic Adjacencies Specialist
Azercell Telecom LLC
09.2014 - 03.2021
- To be responsible for CC group and ensure the fulfilment of appropriate job description.
- Provision of confidentiality of subscribers’ data
- Trained new employee for the company
- Assist in developing sales and marketing initiatives.
Administrator
Iceberg seaside restaurant
12.2012 - 07.2014
- Sales management and marketing report
- Control of employee wages
- Solving problems with customers
- Advertising and marketing activities
Education
Azerbaijan State Technical University
01.2011
Skills
- Language
- Azerbaijani – Native
- Russian – Native
- English – B2
- Software
- MS Office (full pack)
- Big Data and Analytics software
- My Report software
Timeline
B2B Contact Center / Senior Representative
Azercell Telecom LLC
03.2021 - Current
Strategic Adjacencies and Customer Channels Department / Strategic Adjacencies Specialist
Azercell Telecom LLC
09.2014 - 03.2021
Administrator
Iceberg seaside restaurant
12.2012 - 07.2014
Azerbaijan State Technical University