Nariman Jafarov
Baku,AZE
Summary
Dedicated Customer Support Specialist with over 8 years of experience assisting customers of various backgrounds with regular and advanced issues to improve support and enhance customer loyalty. Logical professionals practiced using analytical problem-solving and critical-thinking skills. For the last 4.5 years, I have used these skills learned and worked remotely helping with ticket support and company project deadlines. I'm motivated to learn, grow, and excel in my career.
Overview
10
10
years of professional experience
Work History
Customer Support Specialist
Simple Life
Limassol, Cyprus
02.2023 - 02.2025
- Identified opportunities for process improvement within the customer service department.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Resolved issues with first contact and escalated more complex issues to obtain necessary customer support.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained positive working relationship with fellow staff and management.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Responded quickly to customer inquiries, needs and problems.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Participated in team meetings to discuss strategies for improving customer experience.
- Identified areas of improvement in existing processes or procedures used for providing support services.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Conducted follow-up chats with customers after resolving their inquiry.
- Completed day-to-day duties accurately and efficiently.
- Identified customer needs and provided appropriate solutions.
Back-End Support (Remote)
Socar-KBR
AGT
09.2021 - 09.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Responded quickly to PSCM tickets//inquiries, needs and problems.
- Documented and updated case notes for each customer and work order.
- Maintained compliance with established and updated policies and procedures with minimal supervision.
- Worked with supervisors and colleagues (via Microsoft Teams and Slack) to address customer inquiries or technical issues beyond scope of expertise.
- Documented customer correspondence in our CRM database to track requests, problems and solutions.
- Responsible for troubleshooting issues, testing for fixes applied and configuration for customers.
- Participate in daily checkpoint meetings and provide status to the project management team.
Operations Consultant (Remote)
Balena Projects
Baku, AZE
08.2019 - 09.2021
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Designed data collection and reduction to draw conclusions from operational, notional and simulated data sets.
- Collected and analyzed data to evaluate operational issues and make process improvement recommendations.
Museum Assistant
Azerbaijan Carpet Museum
Baku, AZE
03.2018 - 08.2020
- Maintained cleanliness of front entry area.
- Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
- Offered above-and-beyond assistance to guests with limited mobility.
- Answered front desk phones.
- Tracked attendance, supervised volunteers and greeted guests at museum events.
- Answered questions, pointed out overlooked features and offered further details about special exhibits to educate visitors.
- Opened and closed building, turned on and off lights to minimize power usage and performed light cleaning to keep visited areas in top condition.
- Researched topics that pertained to tour locations, adding such information to scripts.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
Coffee Barista
Pizza Bruno Cafe
Baku
01.2015 - 03.2017
- Prepared and served coffee, espresso drinks, blended coffees and teas.
- Repaired minor issues with equipment and handled troubleshooting tasks to keep coffee machines operational.
Education
BBA - Business Economics
Azerbaijan University of Cooperation
Baku06.2019
Skills
- Computer Proficiency
- Handling Complaints and Inquiries
- Administrative Support
- Salesforce Software (CRM tools)
- Microsoft: Excel, Team, and Outlook Experience
- Data Connectivity
- Production Work
- Math Skills
- Professional and Calm Under Pressure
- Team Training
- Client engagement
Languages
4,4,4,5
Education
other
Skills
- Online Chat
- Project Management
- Problem Resolution
- Responding to Difficult Customers
- Translation and Interpretation Services
- Understanding Customer Needs
- Work Ethic
Timeline
Customer Support Specialist
Simple Life
02.2023 - 02.2025
Back-End Support (Remote)
Socar-KBR
09.2021 - 09.2022
Operations Consultant (Remote)
Balena Projects
08.2019 - 09.2021
Museum Assistant
Azerbaijan Carpet Museum
03.2018 - 08.2020
Coffee Barista
Pizza Bruno Cafe
01.2015 - 03.2017
BBA - Business Economics
Azerbaijan University of Cooperation