Sona MUSTAFAZADE
Baku,Azerbaijan
Summary
Analytical and detail-oriented professional with a strong academic foundation in Business Management and Diplomacy. Demonstrated ability to handle complex operational tasks, optimize workflows,and deliver exceptional service in fast-paced corporate environments.Strong interpersonal and multilingual skills with a focus on continuous growth.
Overview
4
4
Languages
1
1
Certification
3
3
years of professional experience
Work History
Assistant,Customer Services
PASHA Bank OJSC
2025.08 - 2026.05
- Managed communications for corporate accounts, achieved high standards of service and effective problem resolution.
- Coordinated with cross-functional teams to streamline workflows, enhancing response efficiency.
- Handled customer inquiries on banking products and branch services at PASHA Bank.
- Assisted clients with account opening documents and identity verification procedures.
- Guided customers through card services, payments, and cashless transaction requests.
Intern,Customer Excellence
PASHA Bank OJSC
2023.04 - 2025.07
- Analyzed qualitative feedback to identify process bottlenecks, enhancing service standards.
- Supported project leads in executing client onboarding frameworks and aligning internal processes.
- Supported PASHA Bank OJSC teams with daily administrative tasks and document handling.
- Reviewed client files and checked records for completeness and accuracy.
- Prepared reports, memos, and meeting materials for department staff.
Intern,Complaints&Quality Control
Rabitabank OJSC
2023.01 - 2023.05
- Evaluated client grievances to achieve fair resolutions aligned with institutional policies.
- Prepared periodic quality control summary reports highlighting service improvements based on client feedback.
- Supported Rabitabank OJSC branch teams with daily banking operations
- Reviewed customer documents for completeness and compliance
- Entered account data into internal banking systems
Education
Master of Arts - Diplomacy&International Affairs
ADA University
2025-12
Bachelor of Arts - BSc in Business Management
Azerbaijan State University of Economics(UNEC)
2023-07
Skills
- Customer Relationship Management
- Service Coordination
- Stakeholder Management
- Process Improvement
- Analytical Problem Solving
- Regulatory Adherence
- Cross-Cultural Communication
Languages
English
Advanced (C1)
C1
Russian
Upper Intermediate (B2)
B2
Turkish
Advanced (C1)
C1
Spanish
Elementary (A2)
A2
Certification
- Financial Mathematics Training-Turkish Bank Association Center
- Project Organization and Management-Talk About Business
- Professional Development Series(Types of People,Strategic Purpose,Formula of Success)-Carnegie Club
Affiliations
- Project Organizer&Coordinator-Tedx Khatai Street Project(Dec 2022&July 2024)
Organized large-scale events in line with global TEDx standards,managed stakeholder communications,and coordinated event logistics.
Timeline
Assistant,Customer Services
PASHA Bank OJSC
2025.08 - 2026.05
Intern,Customer Excellence
PASHA Bank OJSC
2023.04 - 2025.07
Intern,Complaints&Quality Control
Rabitabank OJSC
2023.01 - 2023.05
Master of Arts - Diplomacy&International Affairs
ADA University
Bachelor of Arts - BSc in Business Management
Azerbaijan State University of Economics(UNEC)