Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Nazrin Karimli

Hoboken,New Jersey

Summary

Strategic and result-driven Operations Professional with 7 years of experience in optimizing workflows, streamlining processes and customer satisfaction. Skilled in team leadership, cross-functional collaboration, and performance management to achieve organizational goals.

Overview

7
7
years of professional experience

Work History

Service Operations Manager

goTenna Inc
Jersey City, NJ
08.2021 - Current
  • Lead initiatives to improve logistics operations, enhance efficiency, and reduce costs.
  • Oversee the entire logistics process from procurement to distribution.
  • Monitor supply chain performance metrics and implement improvements as needed.
  • Launch new logistics warehouse system.
  • Establish and enforce standards and procedures to optimize customer experience.
  • Manage inventory levels and oversee inventory control processes.
  • Conduct regular inventory audits and reconcile discrepancies in WMS.
  • Implement best practices for warehouse efficiency and utilization.
  • Identify cost-saving opportunities and implement cost reduction initiatives.

Customer Experience Specialist

goTenna Inc
New York, NY
02.2020 - 08.2021
  • Facilitate virtual onboarding and product training sessions for new and existing customers.
  • Provide operational support to external users on a daily basis.
  • Manage and optimize the post-sales customer journey.
  • Administer the Zendesk infrastructure and handle customer communications via email and phone.
  • Advocate for the customer voice and collaborate cross-functionally to meet customer needs effectively.
  • Partner closely with Engineering, Sales, and Product teams to enhance the customer experience, driving retention, renewals, and expansion.
  • Cultivate and nurture customer relationships to guide optimal product usage and develop best practices.
  • Actively contribute to process and tool improvements by establishing a feedback loop with relevant stakeholders.
  • Coordinate team training programs to enhance skill sets.
  • Facilitate tracking of hardware and software issues using Pivotal/JIRA.
  • Provide Level 2 technical support during on-call rotations.
  • Drive adoption of internal tools and devise strategies to leverage data and insights for performance monitoring and tracking.

Business Operations Specialist

InnerWorkings
New York, NY
12.2017 - 02.2020
  • Providing training sessions to users on the operation of internal procurement software.
  • Execute internal processes such as tax adjustments, cost transfers, cost uploads, and credit invoicing.
  • Manage internal spreadsheets and procedural tracking to ensure timely task completion.
  • Facilitate continuous improvement of processes and tools by establishing a feedback loop with relevant stakeholders.
  • Ensure clear communication of operational objectives to both internal and external partners.
  • Generate and analyze reports to optimize business processes.
  • Utilize data analysis to identify common user issues, deviations from targets, and growth opportunities, escalating findings as necessary.
  • Contribute to business process projects aimed at enhancing user experience and operational efficiency.

Education

Bachelor of Science - Computer And Information Sciences

Pennsylvania State University
05-2017

Skills

  • SalesForce
  • Zendesk
  • JIRA
  • Microsoft Office Suite
  • G Suite
  • Shopify
  • Netsuite
  • ASANA
  • Project Management
  • Logistics
  • Customer Training and Onboarding
  • SLA management
  • OKR and KPI Management
  • Operational Efficiency

Languages

English
Native/ Bilingual
Russian
Native/ Bilingual
Turkish
Limited

Timeline

Service Operations Manager

goTenna Inc
08.2021 - Current

Customer Experience Specialist

goTenna Inc
02.2020 - 08.2021

Business Operations Specialist

InnerWorkings
12.2017 - 02.2020

Bachelor of Science - Computer And Information Sciences

Pennsylvania State University

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Nazrin Karimli