Elnara Heydarova
Baku
Summary
With a proven track record at PASHA Bank, I've led transformative customer support strategies, enhancing service quality by integrating innovative technologies and fostering team collaboration. My expertise in risk management and exceptional problem-solving abilities have significantly improved customer satisfaction and operational efficiency.
Overview
24
24
years of professional experience
Work History
Head of CIB&SME Customers Support division
PASHA Bank
01.2022 - Current
- Develop and implement the overall strategy for corporate customer support
- Align support strategies with company`s business objectives
- Identify and implement new tools, technologies and processes to enhance support services
- Hire and train staff to ensure they have the necessary skills and knowledge
- Set performance goals, conduct regular evaluations and provide feedback and coaching
- Build and maintain strong relationships with the key corporate customers
- Regularly engage with customers to understand their needs and expectations
- Ensure prompt and effective resolution of client issues and concerns
- Implement escalation processes to handle complex or high priority issues
- Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change
- Experience in managing diverse groups and fostering a positive work environment ; form small, dedicated teams that can handle a broad range of support tasks for specific corporate customers
- Ability to analyze customer feedback and support metrics to drive improvements
- Ability to align support operations with corporate goals
Head of Virtual Branch
PASHA Bank ASC
01.2021 - 01.2022
- Develop long-term strategies for the virtual branch in line with the bank` overall vision
- Identify key areas for digital transformation and innovation
- Streamline online banking processes for efficiency and effectiveness
- Ensure the virtual branch offers an intuitive and seamless user experience
- Develop robust support systems to handle customer inquiries and issues
- Ensure all digital banking activities comply with relevant laws and regulations
- Define and monitor KPIs to measure the success of the virtual branch
- Align virtual branch activities with the bank`s overall strategy
- Streamline and automate branch processes to reduce manual work and increase efficiency
- Leading the training, developing department and providing direction to junior management and personnel
- Implement change management strategies to support staff after the transformation processes
- Discuss and Communicate the transformation strategy and progress to internal stakeholders
- Assesses and effects changes in the training team’s structure in order to meet the business’s growth goals
- Source and recruit candidates for staff by using databases from HR
- Develop and implement a robust monitoring and evaluation system that will ensure tracking of project/ program results at different levels (outputs, outcomes and impact)
- Preparation of weekly & monthly performance reports for bank board members
- Communicate with different departments for getting official information for providing to customers and fulfill FAQ database
- Optimize department processes, programs
Head of Interactive Customer Services
PASHA Bank ASC
05.2019 - 01.2021
- Сreating a hub for all customer requests through all alternative channels
- Ensures a seamless, high-quality customer experience across all digital touchpoints
- Implements policies, processes and technologies to improve efficiencies and productivity of the interactive service team
- Analyzes customer behaviors data and feedbacks to identify areas for improvement and drive ongoing service enhancements
- Collaborates cross-functionally with All Bank divisions to align with business objectives
- Identifies opportunities to leverage new technologies, channels and service models for the best customer service
- Hiring, training, coaching, and leading the team as they provide high-quality support for customers
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed
- Preparing reports and analyzing customer`s requests to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Updating of Avaya's reporting system and IVR service
- Ensures appropriate staffing, scheduling and productivity management across the interactive customer service teams
- Develops training programs to provide the team with the necessary skills and product knowledge
Call Center Manager
PASHA Bank ASC
04.2016 - 05.2019
- Hiring, training, coaching, and leading call center employees as they provide support for customers
- Answering employee’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by employees
- Leading team meetings, asking questions to better understand the calls employees are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees
- Determined quality assurance benchmarks and set standards for improvement.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Coordinated efforts between different teams within the organization to ensure seamless service delivery across all customer touchpoints.
- Implemented innovative service strategies to improve customer experience and engagement.
- Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
- Source and recruit candidates by using databases, social media etc
- Assisting other management team members in identifying trends and establishing call center goals
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Authorizing replacements or refunds
- Taking on other tasks or projects to support employees, other managers, and call center operations
- Installation and development of AVAYA Call Center module and IVR service
- Shift planning
Call Center Manager
DEMIR Bank ASC
10.2013 - 03.2016
- Hiring, training, coaching, and leading call center agents as they provide support for customers
- Answering agent’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by agents
- Leading team meetings, asking questions to better understand the calls agents are receiving, educating and coach agents regarding processes and practices, and explain expectations
- Source and recruit candidates by using databases, social media etc
- Assisting other management team members in identifying trends and establishing call center goals
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Authorizing replacements or refunds
- Taking on other tasks or projects to support employees, other managers, and call center operations
- Installation and development of IVR service
- Shift planning
- Monitoring execution of all Contact Center operations: clients ‘calls/customer complaints handling process/outgoing calls/Customer`s requests from different channels/sending information letters to clients/overdue loans calls
- Develop and maintained effective organization of efficient recruiting, training, coaching, performance standards, delineation of duties and responsibilities, staffing levels and supervision
- Organization of processes of placing calls (outbound) to customers in order to obtain information or provide information on Bank`s products and services
- Monitoring the execution of all functions in the until in compliance with the relevant internal and external regulations
- Create and maintains a high-quality work environment so team members are motivated to perform at their highest level
- Work with technology department to troubleshoot problems and design technology solutions
- Prepare CC weekly reports and introduce it to top management
- Responsible for development of annual division budget
- Development of staff operational KPIs and coordinating with HR their inclusiveness in staff incentive schemes
- Implementation of new projects and preparing technical requirements for PO such as: FAQ, CCH, CRM, Motivation program
Customer Relations/Major Account Team Support Center Representative
AZERCELL TELECOM LLC
01.2009 - 01.2013
- Preparation of reports related to MAT Support Group’s monthly work
- Acceptance & handling of subscribers’ requests and complaints
- Fixation of every incoming requests, complaints, proposal of subscribers in appropriate database programs
- Distribution of information of services
Customer Relations/Major Account Team Representative
AZERCELL TELECOM LLC
01.2006 - 01.2009
- Answer to all Major Account Team subscribers calls
- Provide special service to MAT subscribers
- Solve and register all problems & requests
- Preparation of reports
- Keep subscribers updated for all news and changes
Customer Relations/Call Communication Center Representative
AZERCELL TELECOM LLC
01.2001 - 01.2006
- Answering to subscribers calls
- Solve and register all problems & requests
Education
History
Baku State University
01.2001
Skills
- Strong analytical skills
- Training and mentoring
- Expertise in subject matter
- Customer Focus
- Innovative thinking
- Strategic Thinking
- Process Improvement
- Analytical Thinking
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Excellent Communication
- Organizational Skills
- Team Collaboration
- Team Leadership
- Decision-Making
- Customer Relationship Management
- Continuous Improvement
- Risk Management
References
Available upon request
Training
- Lead to Inspire, 09/23 - 12/23
- COPC Management Training series
- Stress Management
- Customer Oriented service culture
- First Aid
- HSE
- Fire Safety
- Communication Negotiation Skills
- Presentation Skills
Personal Information
- Gender: Female
- Nationality: Azerbaijani
Timeline
Head of CIB&SME Customers Support division
PASHA Bank
01.2022 - Current
Head of Virtual Branch
PASHA Bank ASC
01.2021 - 01.2022
Head of Interactive Customer Services
PASHA Bank ASC
05.2019 - 01.2021
Call Center Manager
PASHA Bank ASC
04.2016 - 05.2019
Call Center Manager
DEMIR Bank ASC
10.2013 - 03.2016
Customer Relations/Major Account Team Support Center Representative
AZERCELL TELECOM LLC
01.2009 - 01.2013
Customer Relations/Major Account Team Representative
AZERCELL TELECOM LLC
01.2006 - 01.2009
Customer Relations/Call Communication Center Representative
AZERCELL TELECOM LLC
01.2001 - 01.2006
History
Baku State University
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