Sabina Huseynli
Baku, Azerbaijan,BA
Summary
Client-focused CX professional with nearly 10 years of experience in customer relations, sales and insurance. Strong background in life and corporate insurance with proven ability to manage client portfolios, increase retention, and deliver high-quality service. Currently working as a CX Expert in PASHA Life, specializing in customer journey optimization, feedback analysis, and service quality improvement.
Overview
7
7
years of professional experience
1
1
Certification
Work History
CX Expert
PASHA Life
01.2025 - Current
- Leading customer experience strategy by designing, optimizing, and mapping end-to-end customer journeys (CJMs) for key insurance processes
- Conducting deep-dive customer interviews, qualitative research, and root-cause analysis to identify pain points and improvement opportunities
- Developing actionable CX insights and presenting recommendations to executive leadership
- Facilitating cross-department collaboration to implement service enhancements and eliminate friction across digital and offline touchpoints
- Monitoring core CX metrics (NPS, CES, CSAT) and driving continuous improvement initiatives based on customer data
- Supporting CX governance framework, ensuring alignment with company standards and customer-centric culture
Relationship Manager
PASHA Life
10.2018 - 12.2024
- Managed a large portfolio of corporate and retail clients, ensuring high satisfaction and retention
- Consulted clients on life, endowment, and corporate insurance products, driving consistent portfolio growth
- Conducted needs analysis, prepared tailored insurance proposals, and led cross-selling initiatives
- Built strong long-term partnerships with companies and HR departments
- Supported and coordinated claim processes, ensuring transparent communication and timely resolution
Education
Master of Business Administration (MBA) - Project Management
UNEC
01.2020
Bachelor's Degree - SABAH Groups - Management
UNEC
01.2017
Skills
- Customer journey mapping
- Customer experience strategy
- Data analysis and insights
- Cross-department collaboration
- CX governance framework
- Customer relationship management
- Effective communication
- Presentation skills
Certification
DMI Customer Experience - Certified Digital Marketing Associate, 2025
Languages
English
Advanced (C1)
C1
Azerbaijani
Native
Native
Russian
Proficient (C2)
C2
Timeline
CX Expert
PASHA Life
01.2025 - Current
Relationship Manager
PASHA Life
10.2018 - 12.2024
Master of Business Administration (MBA) - Project Management
UNEC
Bachelor's Degree - SABAH Groups - Management
UNEC