Irina Mikayelyan
Sacramento,CA
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
2026
2026
years of professional experience
Work History
IHSS Service Desk Agent
Experis
01.2025 - Current
- Assisted users with account management, password resets, and system navigation to ensure smooth access to IHSS platforms.
- Responded to inbound calls, emails, and tickets, resolving inquiries efficiently while maintaining a high level of customer service.
- Documented and escalated complex technical issues to higher support tiers as needed.
- Maintained up-to-date knowledge of IHSS policies, procedures, and system updates to provide accurate assistance.
- Delivered clear and professional communication to ensure user satisfaction and compliance with service protocols.
Community Organizer
World Vision Armenia
04.2017 - 09.2019
- Led and coordinated community projects and initiatives aimed at improving the livelihoods of residents
- Increased Community participation by 15 % through targeted outreach campaigns and social media engagement.
- Coordinated volunteer schedules, ensuring coverage for 50 hours per week across 15 volunteers.
- Organized and coordinated 3 community events per week, serving over 20 attendees per event.
- Represented World Vision Armenia at local and regional meetings and conferences, advocating for community development and social justice
Project Coordinator
Red Cross Society Armenia
03.2018 - 10.2018
- Successfully managed a portfolio of projects aimed at providing vital support and assistance to adults in need within the community
- Trained and monitored 10 new volunteers, improving team efficiency by 20 %.
- Participated in national conferences, workshops, and seminars, sharing insights and best practices in humanitarian work and community development
- Prepared and presented 12 reports to senior management, highlighting project progress and outcomes.
- Advocated for the rights and well-being of vulnerable adults, raising awareness and mobilizing support for Red Cross initiatives through public speaking engagements, media interviews, and advocacy campaigns
Real Estate Consultant
Self Employed in Armenia
2 2020 - 5 2024
- Provided customer service to 100+ clients annually, maintaining a satisfaction rating of 90 % based on client feedback surveys.
- Collaborated with a diverse range of clients from various countries, understanding their unique needs and preferences
- Managed approximately 25 incoming calls, emails and faxes per day from customers.
- Generated and followed up on 25-30 leads per quarter through online platforms, social media, and referrals, converting 15-20 % into active clients.
- Contributed to the growth and success of the company through exceptional performance and dedication to client success
Education
Master's Degree - Service
Brusov State Univeristy
Yerevan05-2021
Bachelor's Degree - English Language and Literature
Yerevan State University
05-2019
Skills
- IT Service Desk Support
- Troubleshooting & Technical Assistance
- System Navigation & Account Management
- Remote Assistance & Problem Resolution
- Client service
- Networking
- Client management
- Negotiation
- Communications
- Sales follow-up
- Client Relations
- Administrative Support
Languages
Armenian
English
Russian
Timeline
IHSS Service Desk Agent
Experis
01.2025 - Current
Project Coordinator
Red Cross Society Armenia
03.2018 - 10.2018
Community Organizer
World Vision Armenia
04.2017 - 09.2019
Master's Degree - Service
Brusov State Univeristy
Bachelor's Degree - English Language and Literature
Yerevan State University
Real Estate Consultant
Self Employed in Armenia
2 2020 - 5 2024