Looking for a job

Irana Alakbarova

@iranaalakbarova

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I improve customer service operations, complaint resolution, and team performance.

Azerbaijan

Message

What I'm looking for

I'm looking for a customer service or operations leadership role where I can improve processes, develop teams, use customer insights to raise service quality, and deliver strong complaint-resolution outcomes.

I've improved customer service operations by defining KPI targets, strengthening procedures, and controlling expenditure to prevent budget overages.

I reworked customer service policies around more personalised support, helping boost customer satisfaction levels by 98%. I also used 3CX data to identify customer needs and improve service delivery.

At ABC-Telecom, I owned end-to-end complaint handling, investigated issues across teams, identified complaint trends, and responded to customer feedback within target timescales.

Across Prime-Call and Phobia VR, I've led daily operations, planned workloads and rotas, coached staff toward performance targets, and addressed process inefficiencies to raise output.

Experience

Work history, roles, and key accomplishments

Supervisor leader

Phobia VR

Feb 2019 - Nov 2022 (3 years 9 months)

Managed daily planning of workplace operations, clearly communicating targets to staff for smooth, efficient task delivery. Demonstrated a high level of initiative and creativity while tackling difficult tasks.

Operations Management Leadership Communication Skills VR Products Problem Solving Team Motivation

Complaints specialist

ABC-Telecom

Jul 2021 - Sep 2022 (1 year 2 months)

Identified complaint trends and patterns to report to supervisors and guide changes. Owned end-to-end complaint handling and resolution in line with established procedures.

Customer Service Complaint Handling Data Analysis 3CX Problem Solving Communication Skills

Supervisor

Prime-Call

Apr 2020 - Apr 2021 (1 year)

Led by example to maintain team motivation, ensuring daily tasks were performed accurately and efficiently. Increased team productivity through effective staff planning, coordination and task delegation.

Team Leadership Staff Planning Task Delegation Process Improvement Coaching Operations Management