Summary
Overview
Work history
Education
Skills
Certification
Languages
Timeline
Generic
ILAHA IBRAHIMOVA

ILAHA IBRAHIMOVA

Baku,Azerbaijan

Summary

I am an experienced professional with a strong background in marketplace sales, customer service, and service quality enhancement. As the Head of Marketplace Sales, I have successfully led teams, developed sales strategies, and improved customer satisfaction by optimizing business processes. My deep understanding of customer service principles and quality management has enabled me to drive operational excellence and deliver impactful results. I am committed to leveraging my expertise in sales support, project management, and customer relationship management to contribute to business growth and enhance service standards.

Overview

12
12
years of professional experience
1
1
Certification

Work history

Head of Marketplace Sales Department

Competo LLC
Baku, Azerbaijan
09.2024 - Current
  • Achieved market dominance with innovative sales strategies.
  • Led sales team for improved performance.
  • Coordinated trade shows to showcase product offerings.
  • Implemented effective CRM systems, enhancing customer retention rate.
  • Prepared monthly sales forecast reports detailing key metrics to examine areas of improvement.
  • Implemented creative pricing strategy, improving gross margin and profit.

Deputy General Director

Togas Azerbaijan LLC
10.2023 - 12.2024
  • Oversee financial management processes, including budgeting, forecasting, and financial reporting, to ensure fiscal responsibility.
  • Spearheaded initiatives to enhance customer experience, ensuring the organization remains competitive and customer-focused.
  • Monitor and respond to market trends, making informed recommendations to adapt strategies.
  • Act as a key decision-maker in the absence of the CEO, ensuring continuity in leadership and operations.

Head of Customer Relationship Management Department

Integral LJC
09.2022 - 07.2023
  • Streamlined operations for improved customer service capabilities.
  • Increased customer satisfaction by implementing effective complaint-resolution strategies.
  • Partnered with internal teams to address customer feedback, driving product and service offerings improvements.
  • Recruited, coached, and inspired a customer service squad that thrived on collaboration and exceeded expectations at every turn.
  • Turned service metrics and feedback into actionable insights, driving decisions that elevated both the team and the customer experience.

Head of CRM Unit

Veysaloglu Group of Company
02.2021 - 03.2022
  • Collaborate with Sales, Marketing, Product Development, and other departments to ensure a unified approach to customer relationship management.
  • Communicate customer insights and feedback to relevant teams, driving product and service enhancements.
  • Establish and monitor key performance indicators (KPIs) for the CRM team, providing regular performance reports to senior management.
  • Lead and mentor the CRM team, fostering professional growth and maintaining high performance.
  • Develop and execute comprehensive CRM strategies to boost customer satisfaction, loyalty, and retention.

Head of Inquiries Department

Ministry of digital development and transport of the republic of Azerbaijan Aztelekom
08.2018 - 02.2021
  • Collect and analyze customer feedback to identify trends and areas for improvement.
  • Optimize inquiry handling processes to improve efficiency and customer satisfaction.
  • Oversee daily operations, ensuring effective handling of customer inquiries across all channels.
  • Develop and implement policies to enhance productivity and service quality.
  • Lead, manage, and motivate the inquiries team to achieve high performance.
  • Conduct training sessions to ensure staff are equipped with the necessary skills.
  • Set and monitor KPIs such as response time, resolution rates, and customer satisfaction.
  • Provide regular performance reports and insights to senior management.
  • Ensure service quality standards are met and conduct regular audits to identify areas for improvement.

Head of Call Centre and Quality Control Service Unit

Yelo Bank
07.2017 - 04.2018

Chief Specialist in Service Quality Control department

DemirBank
07.2012 - 03.2016

Education

Master of Business Administration -

Istanbul University Graduate School of Business
Istanbul

Bachelor of Business Administration -

Azerbaijan Tourism and Management University
Baku, Baku City

Certificate of Higher Education -

Moscow Gestalt and Psychodrama Institute

Skills

  • Public Speaking
  • Motivational Communication
  • Problem-Solving
  • Team Management
  • Mentorship
  • Coaching
  • SAP
  • OpenText
  • Bitrix24
  • Ringostat
  • Google Analytics


Certification

  • High Performance Team Coaching
  • Organization of business processes effectively
  • Agile project manager/scrum master
  • International Standards on PMO
  • ISO 9001-2015
  • Presentation Skills Training
  • Dreamwork & Advanced Metaphors
  • CardCert ( PassCard Euro)

Languages

Azerbaijani
Native
Russian
Advanced
Turkish
Advanced
English
Advanced

Timeline

Head of Marketplace Sales Department

Competo LLC
09.2024 - Current

Deputy General Director

Togas Azerbaijan LLC
10.2023 - 12.2024

Head of Customer Relationship Management Department

Integral LJC
09.2022 - 07.2023

Head of CRM Unit

Veysaloglu Group of Company
02.2021 - 03.2022

Head of Inquiries Department

Ministry of digital development and transport of the republic of Azerbaijan Aztelekom
08.2018 - 02.2021

Head of Call Centre and Quality Control Service Unit

Yelo Bank
07.2017 - 04.2018

Chief Specialist in Service Quality Control department

DemirBank
07.2012 - 03.2016

Master of Business Administration -

Istanbul University Graduate School of Business

Bachelor of Business Administration -

Azerbaijan Tourism and Management University

Certificate of Higher Education -

Moscow Gestalt and Psychodrama Institute

Similar Profiles

Create profile
ILAHA IBRAHIMOVA