FATIMA MAMMADLI
Baku,Azerbaijan
Summary
Detail-oriented and customer-focused professional with a strong foundation in IT and backend development. Successfully completed intensive Java backend training through the TECHNEST Scholarship Program, gaining hands-on experience in Java, Spring Boot, REST APIs, and SQL. Adept at understanding technical issues and translating them into clear, user-friendly solutions. Passionate about delivering exceptional customer experiences, resolving issues efficiently, and supporting users in a fast-paced, team-oriented environment.
Overview
1
1
year of professional experience
4
4
years of post-secondary education
Work history
Customer Service Manager
APAR RIDE
Baku
11.2024 - 06.2025
- Took full ownership of customer issues, ensuring timely and effective resolution by coordinating with internal departments.
- Led and supported a team of customer service representatives, fostering collaboration and maintaining high team morale.
- Initiated and oversaw the successful implementation of a new chatbot system using Intercom to improve customer interaction.
- Conducted direct technical communication with external IT partner Atom to resolve system integration and functionality issues.
Customer Service Specialist
APAR RİDE
Baku
08.2024 - 11.2024
- Managed 50+ customer calls per day, maintaining a courteous and professional demeanor.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Managed difficult situations for improved customer relations.
- Resolved complaints with effective problem-solving skills.
- Dealt with returns and exchanges to ensure customer satisfaction.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
Education
TECHNEST Scholarship Program - Java Programming
ATL Academy
Bachelor of Science - Chemical Engineering
Azerbaijan State Oil and İndustry University,SABAH
Baku 09.2020 - 06.2024
Skills
- Customer Support Skills
- Intercom (including Intercom Live Chat & system navigation)
- Social Media Customer Support
- Conflict Mediation & Problem Resolution
- Returns Handling & Refund Negotiation
- Clear and Empathetic Communication
- Customer Retention Strategies
- Technical Skills (Support-Oriented)
- Basic Java (Core) Understanding for Technical Escalations
- RESTful APIs – Familiarity for troubleshooting API-based issues
- SQL – Ability to query and interpret customer-related data
- OOP – General understanding of object-oriented systems
- Unit Testing – Insight into system behavior and bug tracking
- Git – Navigating version history for issue tracing
- Spring Boot – Awareness for supporting backend-related queri
Languages
Azerbaijani
Native
English
Upper intermediate (B2)
Russian
Intermediate
Timeline
Customer Service Manager
APAR RIDE
11.2024 - 06.2025
Customer Service Specialist
APAR RİDE
08.2024 - 11.2024
Bachelor of Science - Chemical Engineering
Azerbaijan State Oil and İndustry University,SABAH
09.2020 - 06.2024
TECHNEST Scholarship Program - Java Programming
ATL Academy
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