ELNARA TEYMUROVA
Baku
Summary
Customer-obsessed product and service leader driving strategic initiatives in Private Banking, customer experience, and business operations. Demonstrated expertise in building and leading high-performing teams, designing and implementing end-to-end processes, and launching market-first products. Adept at collaborating with C-level executives to align business objectives with client needs. Skilled in leveraging data, customer insights, and cross-functional coordination to drive transformational change and deliver exceptional client value. Strong communicator and strategic thinker committed to fostering a customer-centric culture.
Overview
11
11
years of professional experience
Work History
Senior Specialist (Voice of Cusomer)
PASHA Bank
08.2024 - 06.2025
- Represented the Voice of the Customer (VoC) at a strategic level, translating feedback, behavioral insights, and pain points into actionable recommendations for product, service, and operations teams.
- Developed and maintained a systematic VoC framework across key channels: surveys, complaints, NPS, CSI, frontline feedback, and in-depth interviews — covering all customer segments.
- Partnered with senior management, product teams, and journey owners to integrate customer insights into decision-making and business prioritization.
- Led cross-functional working groups to resolve critical client experience issues, achieving measurable improvements in NPS, CSI, and First Contact Resolution (FCR).
- Coordinated regular Customer Experience Review sessions and prepared strategic reporting for executive leadership, including trend analysis and improvement roadmaps.
- Advocated for a customer-centric approach across transformation and management initiatives.
- Launched targeted customer listening programs, improving insight depth and relevance across key customer touchpoints.
- Established and led a new Request Handling Team from the ground up, including team setup, process architecture, role definition, and workflow design.
- Designed and implemented a full end-to-end request management process, covering intake, classification, resolution, and escalation — ensuring compliance with SLAs, internal controls, and regulatory limits.
- Developed comprehensive process documentation and governance, including internal policies, approval limits, quality control measures, and coordination with legal, risk, compliance, and front-office functions.
Product Owner (Private Banking)
PASHA Bank
12.2021 - 07.2024
- Led the strategic development and delivery of product initiatives for the HNW/UHNW Private Banking segment.
- Successfully launched the first metal banking cards in the country, positioning PASHA Bank as a premium market leader and increasing client engagement.
- Developed product strategy based on client research, market analysis, and alignment with Private Banking business objectives.
- Managed the full product lifecycle: from ideation and business case preparation to launch, scale-up, and post-launch optimization.
- Owned pricing, tariff, and payment models for premium products and services.
- Monitored product sales KPIs and implemented corrective actions to achieve revenue targets.
- Conducted portfolio reviews and led product renewal and optimization initiatives.
- Collaborated closely with IT, marketing, compliance, risk, and front-office teams to ensure timely, high-quality delivery.
- Managed the product backlog and coordinated agile delivery based on business value.
- Contributed to long-term product roadmap planning and transformation of the premium client experience.
- Ensured full regulatory compliance and alignment with internal risk and policy frameworks.
- Reported directly to C-level executives, providing regular updates on product performance, strategic impact, and market trends.
B2B Sales Manager
Competo (Umico )
10.2020 - 03.2021
- Delivered services and structured business deals for corporate clients.
- Prepared and presented commercial proposals.
- Negotiated and concluded contracts with B2B partners.
- Conducted post-sale service and relationship management.
- Motivated client base through tailored incentive programs.
- Analyzed sales volumes and market needs to improve offering and pricing.
- Prepared regular performance reports and sales analysis.
Head of Incoming Department
Khazar Travel
09.2019 - 09.2020
- Managed inbound travel operations and aligned services with client expectations.
- Resolved client-side issues and coordinated with internal teams for service quality.
- Identified new business opportunities via inbound marketing and market analysis.
- Built and maintained partner relationships; provided strategic input on growth.
- Led a high-performing customer service team, set KPIs, and coached team members.
- Represented the company at international travel exhibitions and MICE events.
- Created a collaborative team culture with clear goals and performance tracking.
Sales Manager
Khazar Travel
05.2018 - 09.2019
- Developed and implemented sales strategies to enhance customer engagement and retention.
- Trained and mentored team members to improve product knowledge and sales techniques.
- Analyzed market trends and competitor activities to identify growth opportunities.
- Collaborated with marketing team to create promotional materials that aligned with sales objectives.
Retail Communications Specialist
Sinteks Group of Companies
09.2014 - 08.2015
- Managed internal retail communications and reporting processes.
- Prepared weekly operational documentation and ensured cross-department alignment.
- Worked closely with Finance and Retail to execute product, pricing, and planning changes.
- Organized meetings, managed agendas, and tracked implementation of new initiatives.
- Facilitated communication between international brand partners and internal teams.
- Supported the rollout of new internal policies and retail procedures.
Education
Bachelor of Science - Language Interpretation And Translation
Western University
Baku, Azerbaijan05-2012
Timeline
Senior Specialist (Voice of Cusomer)
PASHA Bank
08.2024 - 06.2025
Product Owner (Private Banking)
PASHA Bank
12.2021 - 07.2024
B2B Sales Manager
Competo (Umico )
10.2020 - 03.2021
Head of Incoming Department
Khazar Travel
09.2019 - 09.2020
Sales Manager
Khazar Travel
05.2018 - 09.2019
Retail Communications Specialist
Sinteks Group of Companies
09.2014 - 08.2015
Bachelor of Science - Language Interpretation And Translation
Western University
Similar Profiles
Fidan KarimliFidan Karimli
Specialist at PASHA BankSpecialist at PASHA Bank
Durnisa ShahidliDurnisa Shahidli
Data Analyst at Pasha BankData Analyst at Pasha Bank
Aysel YarmemmedovaAysel Yarmemmedova
Junior Specialist, Customer Support ( SME) at PASHA BankJunior Specialist, Customer Support ( SME) at PASHA Bank
Tamerlan ShabanovTamerlan Shabanov
Personal Project: IOC Extractor From PCAP at NAPersonal Project: IOC Extractor From PCAP at NA
ADILA SHIRINOVAADILA SHIRINOVA
Accountant at STP-AH LLCAccountant at STP-AH LLC