Askerzade Nigar
Account Manager
Baku
Overview
18
18
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Account Manager
LLC "Azercell Telecom"
7 2019 - Current
- Providing/removing Major Account statuses to the subscribers (in accordance with appropriate procedures and processes)
- Cheking and executing all writtten requests received on email address within the deadline
- Daily checking the corporate numbers (credit limit control)
- To execute customer’s requests received during a meeting held by sales coordinator: Presenting the needed information to corporate customers
- Answering corporate customers’ questions
- Preparing all forms and contracts and sending them to a customer for sign
- Registering and solving subscribers’ requests and complaints
- Executing customers’ requests on new and existing numbers
- Informing corporate customers about new services and offers, important and long term technical difficulties via a call or email
- Preparing the appropriate reports and analyzing the data received through them
- Registration of incoming requests and complaints and handling them as soon as possible
- Sending documents to Data Analysis and Control team for checking
- New lines documentation prepartion
- New lines activation
- Tightly work together with marketing, commercial, product, channels and customer experience units to create research strategy, provide needed customer data for sales/support/improvements actions and insights to actionable business recommendations.
Senior Representative
LLC "Azercell Telecom"
12.2018 - 07.2019
- Respond to a high volume of incoming e-mails from key accounts in order to assist with inquiries, requests, complaints or concerns
- Work with official letters from all major accounts and other corporative subscribers in order to process their requests
- Log all actions taken, and contacts with customers, in the appropriate system
- Perform in-depth level of troubleshooting in order to resolve as many cases as possible at first line without escalation to second level support
- Keep track of SLA thresholds and commitments and chase information
- Be responsible for keeping the fault handling on-going and to push for a resolution/a restoration of the service as soon as possible
- Write reason for outage reports to customers upon request
- Contribute to the process and routine’s development and improvements and share knowledge
- Exemplify the company values & code of ethics in the daily workflow
- Tightly work together with marketing, commercial, product, channels and customer experience units to create research strategy, provide needed customer data for sales/support/improvements actions and insights to actionable business recommendations
- Participate in the process on development of the Company new services and proposals aimed to prevent outflow of subscriber basis and increase loyalty of customers
- Provide information for the customer on service provisioning, information on balance of customer account, utilized service and other information necessary for the sustomer within the framework of agreement concluded on rendering of cellular radiotelephone communication service
- Accept requests and complaints of customers and submit them to the appropriate divisions of the Company
- Suspend service rendering to the subscriber/customer and suspension/blocking of subscriber/sustomer in the billing system in accordance with his/her direct request.
Senior Representative
LLC "Azercell Telecom"
04.2018 - 12.2018
- Handle corporate subscriber inquiries both telephonically and by email
- Answering subscribers inquiries
- Registration and solving subscribers requests and complaints
- Provide customers with product and service information
- Follow up customer calls where necessary
- Route calls to appropriate resource
- Research required information using available resources
- Produce call reports.
Senior Representative
LLC "Azercell Telecom"
10.2017 - 04.2018
- Respond to a high volume of incoming e-mails from key accounts in order to assist with inquiries, requests, complaints or concerns
- Work with official letters from all major accounts and other corporative subscribers in order to process their requests
- Log all actions taken, and contacts with customers, in the appropriate system
- Perform in-depth level of troubleshooting in order to resolve as many cases as possible at first line without escalation to second level support
- Keep track of SLA thresholds and commitments and chase information
- Be responsible for keeping the fault handling on-going and to push for a resolution/a restoration of the service as soon as possible
- Write reason for outage reports to customers upon request
- Contribute to the process and routine’s development and improvements and share knowledge
- Exemplify the company values & code of ethics in the daily workflow
- Tightly work together with marketing, commercial, product, channels and customer experience units to create research strategy, provide needed customer data for sales/support/improvements actions and insights to actionable business recommendations
- Participate in the process on development of the Company new services and proposals aimed to prevent outflow of subscriber basis and increase loyalty of customers
- Provide information for the customer on service provisioning, information on balance of customer account, utilized service and other information necessary for the sustomer within the framework of agreement concluded on rendering of cellular radiotelephone communication service
- Accept requests and complaints of customers and submit them to the appropriate divisions of the Company
- Suspend service rendering to the subscriber/customer and suspension/blocking of subscriber/sustomer in the billing system in accordance with his/her direct request.
Senior Representative
LLC "Azercell Telecom"
01.2011 - 11.2017
- Handle corporate subscriber inquiries both telephonically and by email
- Answering subscribers inquiries
- Registration and solving subscribers requests and complaints
- Provide customers with product and service information
- Follow up customer calls where necessary
- Route calls to appropriate resource
- Research required information using available resources
- Produce call reports.
Call Center Representative
LLC "Azercell Telecom"
06.2006 - 01.2011
- Handling inbound calls from internal customers
- Upsell products and services
- Transfer customer calls to appropriate staff
- Identify, research, and resolve customer issues using the computer system
- Resolving customers problems and register their appeals.
Education
Bachelor of Arts in Social work - Social-politic Administration
Western University
Baku 09.1992 - 05.1996
Skills
Standard MS Windows and MS Office applications (Word, Excel, PowerPoint, Outlook, etc)
Internet and electronic communications facilities
Strong Customer Focus
Planning Strategically
Tactful & articulate
Able to identify critical issues
Evaluating and decision-making
Ability to work long hours, often under pressure
Ability to react quickly to emergency situation or new customer requirements
Attended Trainings
- Customer Oriented Service on the Phone
- CCSC (customer-centered Service Culture training)
- Coaching Skills
- Presentation Skills
- Stress Management
- Sales Skills
- Fraud Awareness
- Emotional Intelligence
- Sincere Service
Personal Information
- Place of Birth: Sheki,Azerbaijan
- Date of Birth: 07/03/74
- Gender: Female
- Nationality: Azerbaijani
Timeline
Senior Representative
LLC "Azercell Telecom"
12.2018 - 07.2019
Senior Representative
LLC "Azercell Telecom"
04.2018 - 12.2018
Senior Representative
LLC "Azercell Telecom"
10.2017 - 04.2018
Senior Representative
LLC "Azercell Telecom"
01.2011 - 11.2017
Call Center Representative
LLC "Azercell Telecom"
06.2006 - 01.2011
Bachelor of Arts in Social work - Social-politic Administration
Western University
09.1992 - 05.1996
Account Manager
LLC "Azercell Telecom"
7 2019 - Current