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Ali Xaliqzade

@alixaliqzade

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Customer-focused back office operations leader with strong training expertise.

Azerbaijan

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What I'm looking for

I seek a customer-centric operations role where I can lead and train teams, optimize ticketing workflows, and improve service quality and turnaround times.

I am a versatile, results-oriented professional with extensive experience in back office operations, customer support, and team leadership within airline contact centre environments. I have led teams handling Turkish Airlines cases, managed complaints and compensation workflows, and delivered measurable process improvements.

I have designed and implemented ticketing workflows that improved accuracy and turnaround time, streamlined reporting and documentation procedures, and promoted collaborative environments that boosted customer satisfaction. I regularly train and mentor agents to strengthen analytical thinking, communication, and product knowledge.

I am confident with CRM platforms, Microsoft Office, and reservation/ticketing systems, and hold certifications related to passenger services, ticketing, and information security. I seek roles where I can continue to optimize processes, develop teams, and maintain high service standards.

Experience

Work history, roles, and key accomplishments

Back Office Ticketing Team Leader

Positive Call Center Solutions

Feb 2025 - Sep 2025 (7 months)

Supervised and developed the back office ticketing team handling Turkish Airlines cases, implemented new ticketing workflows that improved accuracy and turnaround time, and delivered training to enhance service quality.

Team Leadership Training Development CRM Reporting Process Improvement Customer Service

Back Office Operation Team Leader

Positive Call Center Solutions

Sep 2023 - Feb 2025 (1 year 5 months)

Managed daily back office operations for complaints and compensation processes for Turkish Airlines, trained and mentored agents, and streamlined reporting to boost operational efficiency and customer satisfaction.

Operations Management Coaching Reporting CRM Process Optimization

Customer Representative (Back Office)

Positive Call Center Solutions

Dec 2022 - Sep 2023 (9 months)

Managed complaints and compensation requests for flight disruptions and personnel errors, ensuring timely and fair resolutions to maintain customer loyalty.

Compensation Customer Service Communication CRM Case Management Quality Assurance

Customer Representative (Inbound)

Positive Call Center Solutions

May 2022 - Dec 2022 (7 months)

Handled global inbound calls for Turkish Airlines, assisted with ticketing, reissues, refunds, and passenger inquiries to resolve issues efficiently.

Inbound Ticketing CRM Multilingual Communication Problem Solving

Education

Degrees, certifications, and relevant coursework

Academy of Public Administration under the President of Azerbaijan

Master of Arts, International Relations and Diplomacy

2021 - 2023

Master's study in International Relations and Diplomacy from 2021 to 2023 with responsibilities including training and developing operational workflows.