Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Languages
Personal Information
Timeline
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Nazeli Tsarukyan

Nazeli Tsarukyan

Yerevan

Summary

Accomplished customer service leader with extensive experience in banking and education. Specializes in customer experience and customer retention strategies. Proven expertise in developing and implementing customer service strategies, quality assurance standards, and performance metrics analysis to drive organizational success. Adept at managing teams, training personnel, and fostering a customer-centric culture while ensuring compliance with regulatory standards. Skilled in leveraging data analytics to enhance decision-making and improve customer experiences.

Overview

9
9
years of professional experience

Work History

Head of Customer Success

AMIO BANK
12.2022 - Current
  • Develop and implement a customer service and experience strategy aligned with the company’s goals.
  • Establish service standards, policies and procedures to ensure consistency and quality.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Develop and implement comprehensive customer survey strategies (NPS, CSI, CSA/CSAT), and questionnaires and distribute surveys through appropriate channels (email, social media, websites, etc.).
  • Define and track customer experience KPIs (e.g., Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES))
  • Gather, analyse, and interpret customer feedback through surveys, interviews, and other channels.
  • Analysed call centre data to identify trends, making strategic adjustments to improve service levels and reduce waiting times.
  • Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
  • Identify pain points and areas for improvement in the customer experience.
  • Use data analytics and customer insights to drive decision-making.
  • Monitor customer enquiries and interactions across multiple channels (branch, phone, email, chat, social media, etc.).
  • Ensure timely and effective resolution of customer issues and complaints.
  • Implement systems and processes to prevent recurring problems proactively.
  • Develop and implement new processes creating a more efficient and effective process.
  • Recruit, train, and manage the customer service team, including managers and front-line representatives.
  • Set clear performance expectations and KPIs for team members.
  • Create and oversee training programs for customer service representatives.
  • Manage the customer service budget, ensuring cost-effectiveness.
  • Ensure adherence to legal, regulatory, and company standards in all customer service activities.
  • Develop contingency plans for service disruptions or crises.
  • Prepare and present regular reports on team performance and customer service outcomes.
  • Conducted regular performance reviews with team members, setting clear objectives and providing constructive feedback.
  • Collaborated with cross-functional teams to streamline service processes, enhancing efficiency and customer experience.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.

English Teacher

Skyeng online language school
04.2018 - 03.2024
  • Teaching general and spoken English to adult learners.
  • Preparing materials for students.
  • Prepare and administer examinations assess and provide feedback.
  • Tailored feedback and support for students requiring extra help, scheduling one-to-one tutoring sessions as needed.
  • Recorded student development for helpful progress reporting.
  • Graded exam papers and identified corrections to enable learning from mistakes.

Coordinator of Claim Center

VBT Armenia Bank
08.2022 - 12.2022
  • Used critical thinking to break down problems, evaluate solutions, and make decisions.
  • Manage and coordinate the work of the Center.
  • Responsible for the fulfilment of the tasks of the Claim Center.
  • Coordinate and control the process of receiving and sending responses to customer complaints/applications received through all possible channels (written, through the Bank's email and official website, social websites, branches, etc.) by the rules.
  • Answer the responses of the Central Bank.
  • Meet with problematic customers to solve their problems.
  • Develop and implement new processes creating a more efficient and effective process.
  • Use data analytics and customer insights to drive decision-making.
  • Lead and inspire cross-functional teams to deliver exceptional customer experiences.
  • Provide insights to other departments based on customer claims.
  • Ensure timely and effective resolution of customer issues and complaints.
  • Oversee the resolution of escalated customer complaints and issues.
  • Implement systems and processes to prevent recurring problems proactively.
  • Develop and implement new processes, creating a more efficient and effective system.
  • Give instructions to the employees, aimed at the execution of the operations of the Center.
  • Prepare monthly and quarterly analyses and monitor client complaints by the requirements of the Central Bank of the Republic of Armenia.
  • Develop and implement a customer service and experience strategy aligned with the company’s goals.
  • Establish service standards, policies and procedures to ensure consistency and quality.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Develop and implement comprehensive customer survey strategies (NPS, CSI, CSA/CSAT), and questionnaires and distribute surveys through appropriate channels (email, social media, websites, etc.).
  • Define and track customer experience KPIs (e.g., Customer Satisfaction Score (CSAT), Customer Effort Score (CES))
  • Gather, analyse, and interpret customer feedback through surveys, interviews, and other channels.

Chief Specialist in Claim Center

VBT Armenia Bank
08.2016 - 06.2018
  • Answer the responses of the Central Bank.
  • Carried out day-to-day duties accurately and efficiently.
  • Collaborated with team members to achieve target results.
  • In the process of preparing responses to customer complaints/applications cooperate with various departments and branches of the Bank.
  • Meet with problematic customers to solve their problems.
  • Develop and implement new processes creating a more efficient and effective process.
  • Prepare monthly and quarterly analyses and monitor client complaints by the requirements of the Central Bank of the Republic of Armenia.
  • Performs assignments of the Head of the Center.

Education

Master degree - Industrial Engineering And Systems Management

American University of Armenia

Bachelor degree - Finance And Audit

Armenian State University of Economics

Skills

  • Customer service
  • Inter-department collaboration
  • Staff management
  • Problem-solving
  • Strategic planning
  • Data analysis
  • Project management
  • Decision-making
  • Training and development
  • Call center management
  • Conflict resolution techniques
  • Customer retention

Accomplishments

  • Implemented and launched trigger-based NPS/CSI/CSAT surveying first in the banking sector.
  • Created and implemented customer service standards in the bank.
  • Planned and coordinated process optimization project resulting in decreased customer queue in branches.

Languages

English
Upper intermediate (B2)
Russian
Upper intermediate (B2)

Personal Information

Date of Birth: 04/23/92

Timeline

Head of Customer Success

AMIO BANK
12.2022 - Current

Coordinator of Claim Center

VBT Armenia Bank
08.2022 - 12.2022

English Teacher

Skyeng online language school
04.2018 - 03.2024

Chief Specialist in Claim Center

VBT Armenia Bank
08.2016 - 06.2018

Bachelor degree - Finance And Audit

Armenian State University of Economics

Master degree - Industrial Engineering And Systems Management

American University of Armenia

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Nazeli Tsarukyan