Overview
Work History
Education
Skills
Certification
Linkedinprofile
Language
Affiliations
Timeline
Generic
Konul Alimardanli

Konul Alimardanli

Baku

Overview

6
6
years of professional experience
1
1
Certification

Work History

Baku Contact Center Team Head

Azercell LLC
Baku
05.2022 - Current
  • Control over work regime and work schedule of Customer Support Line group team members;
  • Proper distribution of work among the team members; defining the optimal number of the employees in each shift in accordance with work volume and control over the preparation proposals related to work schedules;
  • Control over the work of the team members according to the work schedules;
  • Reception of new employees, registration and requesting appropriate accesses;
  • Control of Fraud alarm mails and taking actions according to procedures;
  • Online Monitoring of agents by AVAYA CMS;
  • Taking appropriate actions in case of any problems with services ( sending mails and Major SMS )
  • Sending e-mail with case analysis to management list in case of a high queue

Online Support Unit Representative

Azercell LLC
Baku
01.2022 - 05.2022
  • Answer a Live Chat inquiries about products and services to customer
  • Being responsible for overall Online Support during the night and some day-shifts
  • Continuously improve by capturing and analyzing the appropriate social data/metrics, insights and best practices, and then acting on the information

Marketing Assistant

Duzz LLC
Baku
08.2021 - 03.2022
  • Plan and manage marketing activities within budgetary guidelines and deadlines
  • Work with partners to develop joint marketing plans based on market trends and competitors
  • Maintain positive and productive relationship with partners
  • Provide support in developing partner marketing strategies and campaigns
  • Plan and execute all digital marketing, social media and display advertising campaigns

Call Center Customer Service Representative

Azercell LLC
Baku
01.2020 - 01.2022
  • Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction
  • Collected customer feedback and recommended procedural or product changes to enhance future service delivery
  • Maintained customer loyalty by delivering fast, friendly and knowledgeable service for routine questions and service complaints
  • Collaborated with team members to implement new initiatives for customer service and exceeded team goals
  • Resolved and de-escalated customer complaints by solving issues quickly, achieved high level of customer satisfaction
  • Maximized customer satisfaction by handling more than 150 customer email and telephone interactions each day
  • Improved service quality and increased sales by developing strong knowledge of company's products and services

Front Office Representative

Azerconnect LLC
Baku
09.2018 - 01.2020
  • Provide high-quality service to customers
  • Investigate all incoming customer inquiries and respond appropriately
  • Perform customer sales transactions
  • Solve client complaints
  • Registration of incoming inquiries and complaints
  • Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction

Education

Digital Marketing -

Code Academy
Baku, Azerbaijan
01.2022

Bachelor of Science: Economics -

The Academy Of Public Administration
Baku, Azerbaijan
05.2019

Skills

  • Excellent organizational planning
  • Problem-solving
  • Research
  • Analytical skills
  • Detail-oriented
  • Time management
  • Responsibility
  • Good communication skills
  • Customer service
  • Positive outlook
  • Listening skills
  • Communication skills
  • Creative strategy support

Certification

  • CDMP, Certified Digital Marketing Professional,
  • Life & Business Coach, Master Coach Azerbaijan
  • Leadership and Management, Keel Academy
  • Contact Center Operations Management, Apex Berg
  • Management skills for CC group leaders, Apex Berg
  • Cracking the Creativity Code, Technion Israel Institute of Technology (Coursera)
  • Initiating and Planning Projects, University of California, Irvine (Coursera)

Linkedinprofile

https://www.linkedin.com/in/konul-aliyeva-a14203115

Language

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

Affiliations

  • Observer - Baku City Circuit Operations Company

Remained composed and calm even when situations were stressful or had escalated in order to effectively contribute to security needs

Reported violators and incidents to correct staff members and followed up with detailed documentation

  • Customer Service Representative - 7TH UNAOC GLOBAL FORUM

Providing all relevant information to guests associated with event

Problem solving appropriate social data/metrics, insights and best practices, and then acting on the information

Managing customer inquiries over online channels in 3 languages (Social Media, Chat, E mail, etc.)

Registration and handling problem cases

Work as a team with other customer service representatives to ensure optimum customer satisfaction

Timeline

Baku Contact Center Team Head

Azercell LLC
05.2022 - Current

Online Support Unit Representative

Azercell LLC
01.2022 - 05.2022

Marketing Assistant

Duzz LLC
08.2021 - 03.2022

Call Center Customer Service Representative

Azercell LLC
01.2020 - 01.2022

Front Office Representative

Azerconnect LLC
09.2018 - 01.2020

Digital Marketing -

Code Academy

Bachelor of Science: Economics -

The Academy Of Public Administration

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Konul Alimardanli