Irina Mikayelyan
Sacramento
Summary
Customer Service and Service Desk Professional with 1+ year of experience as an IHSS Service Desk Agent providing high-volume phone-based support and technical issue resolution. Skilled in handling customer inquiries accurately and efficiently, troubleshooting system and account issues, and guiding users through solutions in a clear and calm manner. Experienced in working in fast-paced, high-pressure environments while maintaining a strong focus on safety, compliance, and customer satisfaction. Known for effective communication, attention to detail, and collaboration with internal teams to resolve complex issues.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IHSS Service Desk Agent
Experis
01.2025 - Current
- Provided exceptional customer support by responding to inquiries and resolving issues related to in-home support services.
- Utilized remote support tools to troubleshoot and resolve technical issues promptly.
- Collaborated with cross-functional teams to improve service delivery processes and enhance customer satisfaction.
Real Estate Consultant
Self Employed
02.2020 - 05.2024
- 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.
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.
Education
Non-Degree Program - Real Estate
American River College
Sacramento, United States01.2026
Master's Degree - Service
Brusov State University
Yerevan01.2021
Bachelor's Degree - English Language and Literature
Yerevan State University
Yerevan01.2019
Skills
- Time Management
- IT Support
- Problem Solving
- Technical Troubleshooting
- Client service
- Negotiation
- Commercial Real Estate
- Administrative Support
- Adaptability
- Communication Skills
- Customer Support
- Networking
- Communications
- Client Relations
- Customer Satisfaction
- Remote Support Tools
- Client management
- Proficient in Microsoft Office
Certification
- Real Estate Salesperson License - State of California
- Customer Relationship Management - Indian Institute of Management Bangalore (IIMB) via edX
- Remote Work Revolution for Everyone - Harvard University via edX
Languages
English
Armenian
Russian
Timeline
IHSS Service Desk Agent
Experis
01.2025 - Current
Real Estate Consultant
Self Employed
02.2020 - 05.2024
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 University
Bachelor's Degree - English Language and Literature
Yerevan State University
Non-Degree Program - Real Estate
American River College
Personal Information
Title: IHSS Service Desk Agent | Real Estate Consultant | Community Organizer | Project Coordinator