NATELLA SHAFIYEVA
Baku
Summary
High-performing iGaming Operations Leader with a proven track record of rapid promotion from front-line support to Customer Service Supervisor. Expert in building and scaling support ecosystems, consistently delivering elite-level metrics including a 90% CSAT and 98–99% QA score. A strategic problem-solver with a technical background in programming and IT Essentials, specialized in optimizing complex workflows, managing high-value VIP accounts, and resolving intricate payment/PSP inquiries. Dedicated to driving operational excellence and team growth in fast-paced, high-stakes environments.
Overview
11
11
years of professional experience
Work History
Customer Service Supervisor
Pro Gaming Software LTD
04.2024 - Current
- Led team operations, boosting CSAT score to 90% while maintaining QA rate of 98-99% through strategic coaching.
- Managed high-volume inquiries and specialized VIP client accounts, ensuring retention through personalized service.
- Achieved rapid career progression from front-line support to VIP support and supervisor roles due to exceptional performance.
- Resolved complex payment inquiries and transaction disputes by analyzing PSP data to ensure timely issue resolution.
- Monitored payment gateway stability and collaborated with the billing department to identify and report technical bugs.
- Developed and implemented new service procedures to streamline workflows and improve response times through advanced reporting.
General Manager
Gurmania Store
09.2020 - 03.2024
- Expanded brand by launching new sales points and opening a new restaurant.
- Organized wine tasting events to enhance customer engagement and brand visibility.
- Contracts controlling. Signing new supply contracts.
- Maintaining accounting reports and monitoring legal matters.
- Imported goods documentation controlling, Tax service documents controlling.
- Staff control. IT and technical supply of all the points of the company.
Technical Support Manager
Gurmania Store
05.2017 - 10.2020
- Provided IT solutions for store operations by installing security video and sound system equipment.
- Organized initial fairs for store, successfully coordinating multiple events across various locations in Baku.
- Full-scale fairs organizing. The store works with over 100 local craftsmen and brands.
- Promoted local handmade artists at community events, increasing their visibility and sales opportunities.
- Created the first sales, inventory reporting forms.
- Created an initial stock of goods that were intended for sale.
Bartender
R'n'B Cafe. Woman's Cafe
11.2014 - 11.2015
- Managed bar inventory, procurement, and supplier relationships to maintain optimal stock levels.
- Organized and coordinated logistics for small-scale events and private functions.
- Ensured high-quality customer service in a high-pressure environment, focusing on client satisfaction and conflict resolution
- Maintained strict financial accountability and presentation standards for bar operations
Education
Programming -
Step IT Academy
03-2026
CISCO IT Essentials Certificate -
Step IT
08-2023
School N11
01-2014
Skills
- Customer Retention & Loyalty
- Payment Operations & Fraud Monitoring Basics
- Reporting & Data Analysis
- KPI Management:
- Technical Support
- Risk & Compliance
- CRM & Support Tools: LiveChat, HelpDesk, Zendesk
- Project Management: Jira, Trello, Confluence
- Analytics: Google Analytics, Excel (Advanced)
- Strategic Planning & Resource Forecasting
- Team Mentorship & Coaching
- Process Automation
Additional Information
Full
Languages
English
Intermediate (B1)
B1
Russian
Native
Native
Ukrainian
Beginner (A1)
A1
Timeline
Customer Service Supervisor
Pro Gaming Software LTD
04.2024 - Current
General Manager
Gurmania Store
09.2020 - 03.2024
Technical Support Manager
Gurmania Store
05.2017 - 10.2020
Bartender
R'n'B Cafe. Woman's Cafe
11.2014 - 11.2015
Programming -
Step IT Academy
CISCO IT Essentials Certificate -
Step IT
School N11