Nijat Valiyev
Baku,Azerbaijan
Summary
Administrative leader experienced in business operations and team oversight. Seeks opportunities to improve processes, procedures and practices. Excels with minimal supervision and decisively approaches problems.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Team Leader at Customer Complaints
Kapital Bank
Baku, Azerbaijan
08.2019 - Current
- Resolving and responding to various customer suggestions, complaints and problems received by the customer complaints department through research.
- Delegated tasks to make best use of individuals' skills.
- Prioritised and assigned tasks for strategic and optimised distribution of workloads.
- Streamlined processes to improve and optimise office operations.
- Trained staff to resolve complaints appropriately to maintain customer satisfaction.
- Upskilled team members by planning and delivering training workshops.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Promoted professionalism among staff to develop productive relationships.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Reported on team performance to higher leadership, proactively offering action for areas of improvement.
- Fostered positive employee relationships through communication, training and coaching.
- Coached team members through new or difficult workflows.
- Supported new hires through onboarding process for speedy and successful training.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
Specialist of the customer complaints department
Kapital Bank
Baku, Azerbaijan
08.2019 - 11.2021
- Answering customer requests and performing banking operations.
- Served as first line of contact for customers filing complaints.
- Obtained feedback from customers to improve service experience.
- Offered current, accurate advice on optional solutions for concerns.
- Recorded information about inquiries and complaints within internal database.
- Set appointments with field teams to carry out service changes or deliver new products.
- Identified root causes of complaints through effective questioning.
- Diagnosed and communicated technical problems to customers at appropriate level of understanding.
- Communicated with customers politely, promptly and professionally.
- Owned end-to-end complaint handling and resolution in line with established procedures.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Followed scripts when answering common customer questions.
- Communicated customer feedback through appropriate channels to help fuel continuous improvement.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Maintained excellent client satisfaction by providing in-depth support.
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
- Investigated reported issues, liaising with staff at multiple levels to obtain relevant information.
Junior specialist of information center
Kapital Bank
Baku, Azerbaijan
08.2018 - 08.2019
- Acted as first point of contact for customer issues and queries.
- Maintained call centre efficiencies, ensuring clear, effective communication with all departments.
- Used targeted questioning techniques to determine customer needs and appropriate support.
- Planned and delivered customer service training, boosting satisfaction levels.
- Maintained accurate knowledge of current services to provide informative customer advice.
- Used in-depth product understanding to answer customer questions knowledgeably.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
Education
Bachelor of Science - Faculty of Economics and Management. Specialty - World Economy
Baku Business University
Baku 09.2013 - 05.2017
Skills
- Process improvement
- Key Performance Indicator (KPI) management
- Superior communication skills
- Management
- Leadership
- Client retention strategies
- Microsoft Word
- Microsoft Excel database management
- Data analysis
- Service trend analysis
- Public speaking
- Policy compliance
- Client engagement
- Query management
- Customer experience
- Communication skills
- Time management
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Custom
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Personal Information
- Date of birth: 07/31/96
- Gender: Male
- Nationality: Azerbaijani
Languages
Azerbaijan
Native
Russian
Native
English
Elementary
Turkish
Intermediate
Affiliations
- Football
- Swimming
- Gaming
- Detectives
Certification
Leadership and Management Enhancement certificate marking completion of the course from "CB Solutions".
References
References available upon request.
Timeline
Team Leader at Customer Complaints
Kapital Bank
08.2019 - Current
Specialist of the customer complaints department
Kapital Bank
08.2019 - 11.2021
Junior specialist of information center
Kapital Bank
08.2018 - 08.2019
Bachelor of Science - Faculty of Economics and Management. Specialty - World Economy
Baku Business University
09.2013 - 05.2017
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