Summary
Overview
Work history
Education
Skills
Certification
Languages
Timeline
Generic

Fikratli Lala

Baku,Azerbaijan

Summary

I am goal-oriented, hardworking and enthusiastic job seeker with the 4+ year experience in the public sector. Having ability to handle difficult situations, being easily adapted to the new environments, high accuracy and with my immense work ethic i hope i will be the best choice for your company.

Overview

10
10
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work history

Call Center Operator(remote)

Best Pro Appliance Repair Company
Massachusetts
08.2024 - 12.2024
  • Responded to incoming calls consistently providing a high level of professionalism and knowledgeable service.
  • Managed appointment bookings and efficiently assign technicians based on customer preferences and geographical considerations.
  • Handled high call volumes with accuracy and efficiency for optimum productivity.
  • Provided timely updates to customers regarding part orders and installation schedules.
  • Handled customer queries focused on first-call resolution.
  • Managed over 35-40 customer calls per day.

Document Specialist

The State Agency on Mandatory Health Insurance
01.2021 - 11.2022
  • Utilized ESD ( Electron Document Circulation System) to organize the registration and distribution of the official documents ( decrees, orders, adresses, statements) according to the written and verbal instructions of the management;
  • Prepared relevant reports, information and references regarding the execution status of documents for administrative personnel;
  • Created internal statements, acts, protocols and informed the appropriate structural divisions of the Agency;
  • Participation in the meetings of the management and preparation of the meeting protocols

Assistant

The State Agency on Mandatory Health Insurance
03.2020 - 01.2021
  • Carrying out clerical work and controlling document circulation;
  • Registration of applications and complaints from citizens;
  • Assisted manager in all aspects of documentation process;
  • Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel;
  • Organized sending of letters, contact the driver or postal service company and ensure timely delivery of the document

Operator-Supervisor

ASAN Service Center - "Asan Kommunal 2"
03.2017 - 07.2019
  • Actively listened to customers, handled concerns and escalated major issues to deputy;
  • Offered advice and assistance to customers, paying attention to special needs or wants;
  • Arranged work schedules and shifts of stuff
  • Trained and mentored new personnel

Citizens management officer

ASAN Service Center - "ASAN service" center No.1
08.2016 - 10.2016
  • Welcoming citizens, providing assistance in using electronic boards;
  • Providing correct explanations to citizens applying to centers for services operating in ASAN Service centers;
  • Filling out questionnaires based on applications and providing assistance in filling them

Venue Coordination Centre Radio Operator

Baku European Games
06.2015 - 06.2015
  • Maintaining contact with other operators to exchange information on the status of venue;
  • Reporting any unusual activity in the venue including emergencies, accidents, or security threats;
  • Regularly transmitting information about the athletes and the audience at the venue;
  • Delivering announcements to the audience and stuff about the athletes

Education

MBA - Digital Marketing

Azerbaijan State University of Economics
Baku, Yasamal

Language Interpretation And Translation - English

Baku Slavic University
01.2012 - 01.2016

Skills

  • Strong Communication Skills
  • Adaptability
  • Detail-oriented
  • Responsibility
  • Software knowledge
  • CRM tools(Salesforce)
  • ESD system
  • Microsoft Office - Word
  • Microsoft Office - Excel
  • Microsoft Office - Powerpoint
  • Microsoft Office - Outlook

Certification

  • Salesforce Admin Certificate
  • First degree certificate in customer management at the ASAN Service Center
  • Certificate of Appreciation working as Venue Coordination Centre radio operator during First European Games

Languages

English
Russian

Timeline

Call Center Operator(remote)

Best Pro Appliance Repair Company
08.2024 - 12.2024

Document Specialist

The State Agency on Mandatory Health Insurance
01.2021 - 11.2022

Assistant

The State Agency on Mandatory Health Insurance
03.2020 - 01.2021

Operator-Supervisor

ASAN Service Center - "Asan Kommunal 2"
03.2017 - 07.2019

Citizens management officer

ASAN Service Center - "ASAN service" center No.1
08.2016 - 10.2016

Venue Coordination Centre Radio Operator

Baku European Games
06.2015 - 06.2015

Language Interpretation And Translation - English

Baku Slavic University
01.2012 - 01.2016

MBA - Digital Marketing

Azerbaijan State University of Economics

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Fikratli Lala