Open to opportunities

Flora Abgarian

@floraabgarian

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I lead customer quality operations, AI automation, and scalable service performance.

Armenia

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What I'm looking for

I'm looking to lead customer success, quality, and operations transformation, using AI automation, data, and cross-functional collaboration to build scalable customer experiences and high-performing teams.

I'm leading Process and Quality Control for RED CORE Group's VIP, L1, and Sales departments across 7+ international markets. I design quality standards, KPI scorecards, executive dashboards, and AI-powered monitoring that improve customer outcomes and operational consistency.

Previously at Softconstruct/Vbet, I led complex project delivery, system integration analysis, capacity modeling, and C-level reporting through Power BI and Tableau. I partnered with engineers to automate high-volume manual workflows and surface operational risks.

At Softconstruct/Fast Shift, I built and managed an 11-person 24/7 customer service and monitoring department, implementing AI chatbots across web, app, and ticketing platforms. I designed chatbot logic, routing rules, feedback loops, QA frameworks, and performance controls around FCR, CSAT, Service Level, and AHT.

I've also scaled debt collection operations from 4 to 32 specialists at LMS LLC through workflow algorithms, monitoring tools, call-quality software, and KPI matrices. I enjoy turning customer and operational data into practical process improvements.

Experience

Work history, roles, and key accomplishments

Current

Lead of Process and Quality Control

Current

RED CORE Group

Apr 2025 - Present (1 year 4 months)

Lead Quality and Process Operations across VIP, L1, and Sales departments serving 7+ international markets. Designed quality standards, evaluation methodologies, and KPI scorecards to improve customer experience and operational consistency.

Quality Management Process Optimization KPI development Cross functional Leadership

Senior Project Manager

Softconstruct / Vbet

Feb 2024 - Apr 2025 (1 year 2 months)

Led end-to-end delivery of complex projects, identified operational bottlenecks, and collaborated with engineers to design system integrations that automated high-volume manual workflows. Standardized project health tracking using Power BI and Tableau for C-level executives.

Project Management System Integration Power BI Tableau Backlog Management

Head of Customer Service and Monitoring Department

Softconstruct / Fast Shift

Feb 2023 - Feb 2024 (1 year)

Led end-to-end system analysis and implementation of AI chatbots across Web, App, and ticketing platforms. Defined and monitored core operational metrics (FCR, CSAT, Service Level, AHT) and built a high-performing department of 11 personnel.

Quality Assurance Team Management Customer Service Operations Ticketing Systems

Debt Collection Team Lead / Quality Control Manager

LMS LLC

Dec 2019 - Mar 2021 (1 year 3 months)

Scaled operations from a 4-person team to a department of 32 specialists, configuring workflow distribution algorithms and monitoring tools. Designed and implemented structured call monitoring software and KPI matrices (AHT, FCR, compliance scores).

Scaling Teams Quality Assurance Call Monitoring Software KPI development Workflow Optimization Performance Management