Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Hobbies and Interests
Training
Timeline
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ARMINE ABELYAN

ARMINE ABELYAN

Yerevan,Armenia

Summary

Veteran [Type] Coordinator prepared to apply [Number] years of [Industry] experience to new position at [Company Name]. Skilled at managing administrative tasks while exceeding expectations in customer satisfaction and service quality. Familiar with documentation, reporting and compliance requirements.

Overview

2
2
years of professional experience

Work History

Customer Support Coordinator

SC LAB Ltd
01.2009 - 01.2010
  • Coordinate customer service
  • Handle and resolve customer requests, escalate problems to other departments
  • Evaluate customer information, prepare analysis and reports
  • Develop and maintain knowledge base
  • CRM management using SalesForce.com tool
  • Monitor relationship with partners, co-workers and customers
  • Assistance to QA and Marketing departments
  • Rapports, blogs, technical and non-technical documentation writing.

Vendor Management Coordinator

Lycos Armenia CJSC - Operations department
01.2008 - 01.2009
  • Daily and weekly synchronization of configuration database of data center infrastructure with outside parties (IBM)
  • Planning and coordination of changes on infrastructure with outside service providers according to agreed timetable
  • Coordination of cross-organizational and cross-departmental Incident Management with external vendors and partners (IBM, TUI Info Tech)
  • Administration of 24x7 operations of Service Desk, serving internal and external users
  • Administration of customer registration services according to their contracts and payment system
  • Handling of requests related to abuse (fraud, hacking, spam) on company services, analysis preparation and undertaking of preventive actions against abuse.

Customer Support Department Head

EKENG (e-Governance) OJSC
01.2010
  • Manage customer support department to ensure high customer service
  • Assign tickets via ticketing system and supervise requests successful resolution
  • Organize trainings for call center, delivery centers and technical teams
  • Handle customer final complaints and resolve disputes
  • Implement bug-tracking, document management systems for efficient operations
  • Establish procedures and policies to regulate department disciplined service
  • Schedule weekly staff meetings to strengthen coworkers daily performance
  • Prepare monthly/annual financial reports for customer financial flows
  • Run the process of payments and blocking services control
  • Plan and assign tasks to department staff via task management system
  • Provide staff performance and load analysis for company head
  • Coordinate and participate in project 'e-Procurement'
  • Improve automated systems, business process and policies.

Education

Degree Language Sciences (Linguistics, Informatics, and Logic) - Master’s Degree -

University Paris – IV/ Paris - Sorbonne (FRANCE)
01.2003

Faculty of Romano-Germanic languages - Master’s Degree -

Yerevan State University
01.2001

Skills

  • Good speaking skills
  • Excellent interpersonal skills

Personal Information

Date of Birth: 09/29/78

Languages

  • English (very good)
  • French (excellent)
  • Russian (very good)
  • Armenian (native)

Hobbies and Interests

  • Reading
  • Swimming

Training

2009, American University of Armenia Extension Program (Women Entrepreneurship), Business plan writing on “Online translations

Timeline

Customer Support Department Head

EKENG (e-Governance) OJSC
01.2010

Customer Support Coordinator

SC LAB Ltd
01.2009 - 01.2010

Vendor Management Coordinator

Lycos Armenia CJSC - Operations department
01.2008 - 01.2009

Degree Language Sciences (Linguistics, Informatics, and Logic) - Master’s Degree -

University Paris – IV/ Paris - Sorbonne (FRANCE)

Faculty of Romano-Germanic languages - Master’s Degree -

Yerevan State University

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ARMINE ABELYAN