Open to opportunities

Lala Huseynova

@lalahuseynova

Performance Analyst in fintech, combining analytics, compliance support, and customer operations to improve collections and customer journeys.

Azerbaijan

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What I'm looking for

I’m looking for a fast-moving fintech role where I can turn data into better collections, customer journeys, and measurable outcomes—partnering closely with teams on compliance, disputes, and continuous process improvement with clear communication and strong ownership.

I’m a Performance Analyst in fintech (GUAVAPAY LLC), focused on improving Collections & Arrears performance through data-driven insights. I optimize customer communication using open rate, CTR, and engagement, and I reconcile internal systems with customer records to keep outcomes accurate.

I also drive accountability across the customer lifecycle: I prepare liquidation and customer-outcome reports for management, analyze Forbearance journeys, and support propensity-model development. I track metrics for Vulnerable Customers and service performance, and I deliver complaint analytics and RCA insights while maintaining Jira workflows for clear follow-through.

Before my current role, I supported compliance and dispute handling by reviewing customer requests tied to transactions and account activity. I gathered missing verification information (KYC/transaction checks), created and tracked Jira tickets, logged customer complaints, and escalated potential fraud cases for investigation.

Earlier experience strengthened my customer-first execution—from Pre-Sales Consultant and Client Account Manager work (social media communication, giveaway campaigns, engagement metrics, and cross-department issue resolution) to Quality Assurance Specialist responsibilities using Bitrix 24 for project management and customer relationship management. I’m detail-driven from an audit background (PWC Azerbaijan: contract accuracy, salary calculations, databases, and general ledger for inventory selection) and I continue building through learning programs, including an IT Business Analyst focus.

Experience

Work history, roles, and key accomplishments

Current

Performance Analyst

Current

Guavapay LLC

Jul 2025 - Present (1 year)

Improved collections and arrears performance using data-driven insights and optimized customer communication strategies using engagement metrics. Managed reconciliations, disputes journey analytics, and reporting, including Jira workflows and compliance support for UK Consumer Credit standards.

CTR And Engagement Metrics Reconciliations Forbearance Journey Analysis Propensity Model Development Support Cost Benefit Analysis UK Consumer Credit Compliance

Compliance Support Specialist

Guavapay LLC

Apr 2025 - Jul 2025 (3 months)

Reviewed and processed customer requests related to transactions and account activity, collecting missing verification information. Logged complaints, handled potential fraud cases for escalation, and managed Jira tickets to support timely resolution.

Fraud Escalations

Pre-Sales Consultant

Guavapay LLC

Mar 2024 - Apr 2025 (1 year 1 month)

Provided fast, clear product explanations via daily social media communication and handled customer questions across social platforms. Coordinated giveaway campaigns and monitored engagement metrics to improve communication strategy, escalating technical issues when needed.

Product Explanations Customer Escalation Participant Tracking Winner Selection And Engagement Metrics

IT Business Analyst

Baku Design Academy

May 2024 - Nov 2024 (6 months)

IT Business Analyst role at Baku Design Academy (responsibilities not specified).

Client Account Manager

Guavapay LLC

Nov 2023 - Mar 2024 (4 months)

Managed client requests and ensured smooth account handling by tracking customer issues and supporting timely resolution. Coordinated with multiple departments to resolve operational problems and improve customer satisfaction.

Client Account Management Issue Tracking Customer Support Customer Satisfaction

Quality Assurance Specialist

Integral CJSC

Feb 2023 - Jul 2023 (5 months)

Used Bitrix24 to register and monitor customer requests and implementation timelines while overseeing daily social media posts. Analyzed factors negatively affecting call center performance, developed a segmentation process for negative comments, monitored omnichannel response times, and produced KPI-focused monthly reports.

Bitrix24 CRM Social Media Monitoring Segmentation Of Negative Customer Comments Omnichannel Response Time Monitoring KPI Reporting

Project Coordinator

Dekoriko CJSC

Nov 2022 - Feb 2023 (3 months)

Supported tenders by contributing to bid preparation and submission. Drafted required documents while ensuring accuracy and compliance with standards.

Bid Preparation Compliance Accuracy

Audit Intern

PwC Azerbaijan

Jan 2022 - Jun 2022 (5 months)

Reviewed contracts for accuracy and compliance and supported audit-related calculations using payroll systems. Created databases, fulfilled statistical requirements, and managed the general ledger for inventory selection.

Contract Review Compliance Auditing Statistical Requirements Support General Ledger