Alikram Jafarov
Sumgayit
Summary
Seasoned professional with extensive experience in customer service and operational management within the banking industry. Proven ability to manage detailed documentation, handle confidential information, and ensure adherence to strict regulatory requirements. Experienced in coordinating across various teams, optimizing workflows, and managing timelines to improve operational efficiency. Strong problem-solving abilities and a keen eye for detail, skills that are highly relevant in logistics and supply chain management. Ready to transition these competencies into a logistics-focused role.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Retail Customer Support, Specialist
PASHA Bank OJSC
2024.07 - Current
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
Search Quality Improvement Specialist
Yandex
2024.06 - Current
- Communicated with production team members about quality issues.
- Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
- Collaborated with production staff to establish and meet quality standards
- Participated in team meetings to discuss progress and results, providing ideas and suggestions for search improvement.
Retail Customer Support, Junior Specialist
PASHA Bank OJSC
2022.11 - 2024.07
- Processed various transactions with accuracy and according to bank standards and legal requirements.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Strengthened customer relationships by upholding strict standards and delivering fast, friendly customer service.
- Educated customers about available services, products and bank resources.
- Addressed customer inquiries, requests and complaints with courtesy and professionalism.
- Answered bank phone lines and directed customers to appropriate department to address concerns.
- Investigated disputes and handled suspected fraud with diligence and attention to detail.
- Collected feedback from customers to help improve service delivery and banking processes.
- Monitored transactions for compliance with regulations and identified supervisor of discrepancies.
- Calculated fees due, interest and change for customer transactions.
Kontakt Home
Call Centre
2022.02 - 2022.11
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Implemented systems and procedures to increase sales.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
Education
Bachelor's - Finance
UNEC
Baku, Azerbaijan05.2022
Secondary School -
No. 11 Secondary School of Sumgait City
Sumgait, Azerbaijan06.2018
Skills
- Process Improvement
- Product Knowledge
- Problem Solving
- Sales Strategy
- Relationship Building
- Market Research
- Multitasking
- Time Management
- Attention to Detail
- Coordination
- Organization
- Scheduling
- Negotiation
- Documentation
- Analysis
- Compliance
Certification
- Anti-Fraud Training - PASHA Bank
- AML (Anti Money Laundering) Training - PASHA Bank
- Basics of Credit Card Security
- Payment Card Industry Data Security Standart for Corporate
- A request from the top: CEO Fraud
- Cybersecurity Essentials: Secure Passwords
- Putting Data Protection into practice
- The basics of phishing
- Conflict of Interest Training - PASHA Bank
- Customer Centricity Training - PASHA Bank
- Customer Service Training - Kontakt Home
Languages
Azerbaijani
Native language
English
Advanced
C1
Russian
Proficient
C2
Turkish
Upper intermediate
B2
Timeline
Retail Customer Support, Specialist
PASHA Bank OJSC
2024.07 - Current
Search Quality Improvement Specialist
Yandex
2024.06 - Current
Retail Customer Support, Junior Specialist
PASHA Bank OJSC
2022.11 - 2024.07
Kontakt Home
Call Centre
2022.02 - 2022.11
Bachelor's - Finance
UNEC
Secondary School -
No. 11 Secondary School of Sumgait City
- Anti-Fraud Training - PASHA Bank
- AML (Anti Money Laundering) Training - PASHA Bank
- Basics of Credit Card Security
- Payment Card Industry Data Security Standart for Corporate
- A request from the top: CEO Fraud
- Cybersecurity Essentials: Secure Passwords
- Putting Data Protection into practice
- The basics of phishing
- Conflict of Interest Training - PASHA Bank
- Customer Centricity Training - PASHA Bank
- Customer Service Training - Kontakt Home
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