Hasmik Avagyan
@hasmikavagyan
I lead customer support teams and improve service quality through data-driven operations.
ArmeniaWhat I'm looking for
At ACX International, I lead seven support agents, provide daily guidance, and train new teammates to deliver consistent customer experiences.
I monitor CSAT, response time, and resolution rate to identify improvements and meet service targets. I manage customer requests in Zendesk and Intercom while supporting real-time community engagement through Discord.
Previously, I supported e-commerce customers at HVH Industrial Solutions across chat, email, and phone, and created Excel reports for sales, orders, and inquiries. At Kindda, I supported centralized exchange communities, managed KYC tickets, and applied security best practices.
Experience
Work history, roles, and key accomplishments
Senior Customer Support specialist
ACX International
Jun 2024 - Present (2 years 3 months)
Led a team of 7 support agents, providing daily guidance and feedback. Onboarded new team members and monitored KPIs such as CSAT, response time, and resolution rate.
Customer Support Specialist
HVH Industrial Solutions
May 2022 - May 2024 (2 years)
Assisted customers via live chat, email, and phone calls for an industrial solutions e-commerce store. Created Excel reports to track sales and customer inquiries, and made outbound and inbound calls to resolve issues.
Customer Support Specialist
Kindda
Jul 2021 - Apr 2022 (9 months)
Supported CEX platforms via Discord and Telegram communities. Managed KYC tickets, implemented security practices, onboarded new team members, and ensured client satisfaction.
Education
Degrees, certifications, and relevant coursework
National Polytechnic University of Armenia
Bachelor Degree, Information
Bachelor's degree in Information from the National Polytechnic University of Armenia, class of 2022.
ACA
Certificate of Excellence, Project Management
Certificate of Excellence in Project Management from ACA, issued in 2021.
Availability
Location
ArmeniaAuthorized to work in
Skills
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