Open to opportunities

Imarat Ziyaddinova

@imaratziyaddinova

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Multilingual CRM specialist with ~5 years improving customer experience and driving retention.

Azerbaijan

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What I'm looking for

I seek a customer-focused role where I can improve retention, optimize CRM processes, lead cross-functional collaboration, and grow into broader customer experience or account leadership.

I am a multilingual CRM specialist with around five years of hands-on experience across account management, CRM, customer support and customer experience roles. I have a track record of developing strategic sales initiatives, managing complex client communications, and improving customer satisfaction in international environments.

My experience includes CRM and account management at XM Global, customer support at Teleperformance, ticketing and reservation management for AZAL Airlines, and customer experience and back-office operations for Turkish Airlines. I consistently use empathy, tailored problem-solving and strong communication to resolve issues and retain clients.

I bring proven skills in GDS systems (Amadeus, Sabre), CRM software, MS Office, Jira and localization/translation work, and I’m focused on driving business growth, operational efficiency, and high-quality customer outcomes.

Experience

Work history, roles, and key accomplishments

CRM Manager

XM Global

Nov 2024 - Nov 2025 (1 year)

Managed CRM and account activities for trading clients, driving onboarding and deposits while resolving client issues to improve satisfaction and partner relationships.

CRM Account Management Client Onboarding Customer Relationship Management Localization Multilingual Communication

Ticketing Specialist

AZAL Airlines

Apr 2022 - Aug 2023 (1 year 4 months)

Processed domestic and international reservations, issued tickets, handled re-bookings and fare calculations, and collaborated with GDS and sales teams to ensure accurate operations.

Sabre Ticketing Reserving Fare Calculation Customer Engagement

Customer Support Specialist

Teleperformance

Jan 2018 - Aug 2022 (4 years 7 months)

Provided remote customer support, optimized communication processes to improve response times, and resolved customer issues using empathetic, tailored solutions.

Customer Support Troubleshooting Communication Empathy Ticketing Remote Support Problem Solving Multilingual Support

Translation Intern

Azerbaijan State University of Economics

Feb 2022 - Jun 2022 (4 months)

Translated and proofread academic and departmental materials between Azerbaijani and English, supported terminology research, and prepared linguistic materials for publication.

Translation Proofreading CAT Tools Editing MS Office

Sales and Marketing Assistant

Yaman Tour

Jan 2019 - Jan 2020 (1 year)

Researched travel options, supported client bookings and follow-ups, created social content to promote destinations, and improved client retention through personalized service.

Sales Marketing Social Media Client Relations Content Creation Travel Research

Customer Relationship Manager

Turkish Airlines

Resolved passenger inquiries and service disruptions, managed back-office ticket adjustments and documentation, and maintained high-quality cross-channel customer service.

Back Office Operations Customer Service Complaint Resolution Documentation