Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Network Power100+ people
Roles
🔥33%
Startup Founder
✔️33%
IT
✨33%
Business Owner
Geos
🇦🇲66%
Armenia
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
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.
VozniCo-Founder, Chief Innovation Officer
Aug. 2018Yerevan
Sweet House Armenian ChocolatesCo-Founder
Jun. 2016Armenia
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.
Intch is a Professional Networking App for the Future of Work