Ani Darbinyan
Customer Support Manager
Yerevan
Summary
Adept at fostering customer relationships and enhancing service delivery, I significantly improved customer satisfaction at HSBC Bank Armenia and TeamViewer Armenia. My expertise in problem-solving and employee engagement, coupled with a collaborative mindset, has driven successful team and project management outcomes, ensuring compliance and optimizing workflows.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Technical Support Representative
TeamViewer Armenia CJSC
Yerevan
07.2021 - 02.2025
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
Customer Support Supervisor
HSBC Bank Armenia CJSC
02.2019 - 07.2021
- Analyzed customer feedback to identify areas for improvement.
- Facilitated regular meetings with other supervisors to share best practices and discuss ongoing challenges faced by the customer support department.
- Empowered and motivated employees via regular feedback to team members.
- Championed a customer-centric culture, emphasizing the importance of empathy and understanding when interacting with clients, leading to increased customer satisfaction scores over time.
Branch Representative
HSBC Bank Armenia CJSC
Yerevan
03.2018 - 02.2019
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Coordinated staff training programs to improve product knowledge and enhance customer service skills.
- Championed employee morale through recognition programs, team-building events, and open communication channels within the branch environment.
- Overachieved Sales Targets by 10%
- Minimized operation costs by 5 %
Digital Banking Sales/Insurance/Compliance Officer
HSBC Bank Armenia CJSC
Yerevan , Yerevan
09.2012 - 06.2016
- Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
- Developed comprehensive training programs to increase employee awareness of compliance requirements and expectations.
- Managed relationships with regulators, maintaining open lines of communication to ensure transparent operations.
- Evaluated new regulations for potential impact on business operations, taking proactive measures to ensure readiness for implementation.
- Collaborated with cross-functional teams to address compliance concerns, fostering a culture of shared responsibility.
- Overachieved Sales target by 15%
Education
Master of Science - Enterprise Management
University of Yerevan
Yerevan, Armenia 09.2019 - 05.2021
Bachelor of Science - Agribusiness And Marketing
Texas A&M University
Yerevan, Armenia 01.2007 - 01.2011
Skills
Collaborative mindset
Feedback delivery
Employee engagement
Employee onboarding
Career development
Employee retention
Complaint resolution
Customer relationship management (CRM)
Problem-solving
Service delivery optimization
Workflow management
Account management
One call resolution
Project management
Quality assurance
Timeline
Technical Support Representative
TeamViewer Armenia CJSC
07.2021 - 02.2025
Master of Science - Enterprise Management
University of Yerevan
09.2019 - 05.2021
Customer Support Supervisor
HSBC Bank Armenia CJSC
02.2019 - 07.2021
Branch Representative
HSBC Bank Armenia CJSC
03.2018 - 02.2019
Digital Banking Sales/Insurance/Compliance Officer
HSBC Bank Armenia CJSC
09.2012 - 06.2016
Bachelor of Science - Agribusiness And Marketing
Texas A&M University
01.2007 - 01.2011