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Zeynab Novruzova

@zeynabnovruzova

Message

I improve operations, workflows, and service delivery across cross-functional teams.

Azerbaijan

Message

What I'm looking for

I'm looking to transition into project management, where I can lead cross-functional delivery, improve workflows, standardize processes, and use data-driven problem-solving to strengthen service outcomes.

At Yandex.Taxi, I manage 300+ daily operational tickets and improved SLA performance from 74% to 85%+ through root-cause analysis, prioritization redesign, and workflow standardization. I coordinate with international cross-functional teams to resolve complex incidents, roll out operational changes, and maintain consistent service delivery.

I've also handled high-volume customer operations, maintained audit-ready CRM documentation, and managed end-to-end freelance UX/UI and graphic design projects for 20+ clients. As a PMP-certified professional, I bring structured process improvement, stakeholder communication, risk identification, and ownership of delivery from requirements through implementation.

Experience

Work history, roles, and key accomplishments

Current

Partner Operations Agent

Current

Yandex.Taxi

Jun 2025 - Present (1 year 2 months)

Managed high-volume operational workload of 300+ daily tickets while maintaining quality performance above 95%. Improved SLA performance from 74% to 85%+ through root-cause analysis and process redesign.

SLA Management Root Cause Analysis Process Improvement Workflow Optimization Stakeholder Communication Cross functional Coordination Incident resolution Jira Confluence Google Workspace Slack

Customer Operations Specialist

Confidential Digital Platform

Jul 2024 - May 2025 (10 months)

Handled 120+ daily customer requests with full SLA and quality compliance. Resolved cross-functional issues and maintained audit-ready CRM documentation.

SLA Management Quality Assurance CRM Systems Cross functional Coordination Incident resolution Documentation

UX/UI & Graphic Designer

Freelance / Self-Employed

May 2022 - Jun 2024 (2 years 1 month)

Managed 3-5 concurrent client projects end-to-end, delivering UX/UI and graphic design services for 20+ clients. Produced 100+ design assets using Figma, Photoshop, Illustrator, and InDesign.

UX UI Design Graphic Design Figma Photoshop Illustrator InDesign Project Coordination Client Communication

English Language Instructor

Self-Employed

Jul 2019 - Apr 2022 (2 years 9 months)

Designed 100+ personalized lesson plans and trained 150+ students from A0 to A2-B1 level. Delivered multilingual instruction and built long-term client relationships.

Lesson Planning Client Relationship Management