Language
English
Fluent
Russian
Fluent
Azerbaijani
Fluent
Work Experience
Chat Support Agent (L1) at PIN-UP
May 1, 2022 - November 30, 2022Improved SLA from 70% to 95%+ via workflow optimization and rapid-response coaching. Increased team quality from 70% to 96–98%, with 60–70% achieving 100%; delivered 4,000+ monthly sales; developed training system enabling 80%+ of new hires to reach VIP-manager performance; strengthened retention through enhanced communication standards.
Team Leader at VIP Department
December 1, 2023 - November 30, 2025Led a 20-member VIP team; delegated tasks, monitored KPIs, coached and conducted performance reviews; drove structured coaching, onboarding, workflow optimization and building high-performing teams with zero prior experience; delivered stable SLA of 95%+ and created a high-performance culture; managed active VIP clients ensuring loyalty and revenue impact.
Education
Bachelor’s in Information Technologies at ASOIU
January 1, 2019 - January 1, 2023Master’s in Computer Science at WSB University
January 1, 2024 - December 5, 2025Qualifications
Industry Experience
Media & Entertainment
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