Requests
291452Applied by 72
8
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Network Power100+ people
Roles
✔️84%
IT
🔥38%
Startup Founder
🧑🔬23%
Engineer
Geos
🇦🇲15%
Armenia
🇧🇷15%
Brazil
🇩🇪7%
Germany
Work Background
DISQOQuality Control, Training & Communications Manager
Jul. 2022Yerevan, Armenia- Implemented Internal Knowledge Base based on WordPress and custom solutions
- Implemented a fully custom CSAT survey solution (26% satisfaction growth in the 6 months)
- Set a new ticketing system up and migrated the department to Freshdesk from Salesforce
- Service Quality improved by 12% in 6 months
- Implemented live chat/chatbot solutions and strategy of becoming available at different online channels
- Working on the Department OKRs, strategy and planning
DISQOQuality Control & Training Team Lead
May. 2021 - Sep. 2022Yerevan, Armenia- Built the Member Care Quality Control, Training & Communication Team from scratch
- Grown the team to 3 employees (managing multinational/multilingual team from Armenia & the US hired both internally and externally) - Introduced Quality Control, Training & Communication processes and procedures
- Implemented Contact Center Quality Assurance platform
- Developed a complete training plan/courses both for onboarding and for existing employees
- Managed Salesforce Development project for Member Care, wrote technical requirements and worked with the developers to successfully implement them.
China Jobs - Աշխատանք ՉինաստանումCo-Founder
Feb. 2021
Tom’s Family English EducationEnglish Second Language Teacher
Sep. 2020 - Aug. 2022Ningjin, Shandong, China
Dezhou Youcheng Education & Training School Co., Ltd.English Second Language Teacher
Jun. 2019 - Sep. 2020Dezhou, Shandong, China
UcomCustomer Experience Project Manager
Sep. 2018 - May. 20199 Grigor Lusavorich Street, Yerevan 0015
VozniCo-Founder, Chief Innovation Officer
Aug. 2018Yerevan
UcomQuality Control Team Lead
Feb. 2018 - Sep. 2018Yerevan, Armenia
UcomQuality Control Team Coordinator
Jun. 2017 - Feb. 2018Armenia
UcomTraining and Communications Specialist
Jan. 2017 - Sep. 2018Yerevan, Armenia
UcomQuality Control Specialist
Oct. 2016 - Jan. 2017Армения
Sweet House Armenian ChocolatesCo-Founder
Jun. 2016Armenia
UcomTechnical Support Specialist
Aug. 2015 - Oct. 2016АрменияResponsible for customers' telephone calls of technical character in an efficient and timely manners;
Fix registered problems during the first contact and transfer non-resolved requests if necessary to the corresponding departments or staff member;
Follow up to the accomplishments of registered customer requests;
Conduct an ongoing registration of customer requests and accomplishments or any other outcomes;
Report on the carried out activities and results to the technical support team leader;
Handle with additional duties and responsibilities assigned by the management.
Grammy HostelCustomer Service Administrator
Mar. 2015 - Sep. 20159, Aghayan, Yerevan, Armenia
Theatre Hostel in YerevanCustomer Service Administrator
Jun. 2013 - Feb. 2014
Armin StyleBrand Manager
Jun. 2012 - Jun. 2019Masis, Ararat, ArmeniaBeauty Salon's brand & corporate style creation, promotion on social media, website development and etc.
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