Rozakhon Toshtemirova
Maryville,MO
Summary
Detail-oriented specialist in project management and data analysis with a focus on customer satisfaction. Known for excellent communication skills and the ability to implement effective solutions quickly, enhancing service delivery and client relationships. Results-driven Call Center Operations Manager with expertise in customer service and technical support. Known for enhancing communication strategies and implementing process improvements to boost client satisfaction and operational efficiency.
Overview
3
3
Languages
4
4
years of professional experience
Work History
Call Center Operations Manager
Oltin Tulpor Motor
Tashkent, Uzbekistan
04.2024 - 08.2026
- Monitored client progress and tailored therapy approaches to meet individual needs.
- Educated clients on speech disorders and effective communication techniques.
- Collaborated with parents and caregivers to develop strategies that enhance communication skills at home.
- Documented therapy sessions in client records to ensure accurate tracking of client progress.
- Developed process improvements to enhance customer service quality.
- Facilitated communication between departments for issue resolution.
- Analyzed call center metrics to identify areas for improvement.
- Resolved escalated customer complaints in a timely manner.
- Analyzed customer feedback surveys and implemented changes accordingly.
- Coached employees on techniques for handling difficult customers or situations.
- Implemented new technologies that improved overall customer experience.
- Analyzed and monitored key performance metrics to ensure quality assurance standards were met.
- Maintained accurate records of calls received and processed within the call center system.
- Oversaw daily activities including staffing, scheduling, monitoring workloads.
- Provided support to staff members regarding technical issues or customer inquiries.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Facilitated communication between team members to foster a positive work environment.
Special Call Center Operator
166 Express(Freight&Evacuation Services
Tashkent, Uzbekistan
01.2023 - 01.2024
- Managed high-volume inbound calls for freight and evacuation services.
- Provided excellent customer service to callers by addressing their questions and concerns in a timely manner.
- Assisted customers with scheduling pickups and deliveries efficiently.
- Resolved customer complaints by providing effective solutions promptly.
- Coordinated with logistics teams to ensure timely service execution.
- Conducted follow-up calls with customers after resolving their issues.
- Provided technical support for customers who had difficulty using the company's online services or applications.
- Demonstrated excellent communication skills both verbally and in writing when dealing with clients.
- Developed strong relationships with customers by providing accurate information and friendly assistance.
Skills
- Call center operations
- Customer service
- Client communication strategies
- Technical support
- Communication techniques
- Data analysis
- Project management
Languages
Russian
Professional
Uzbek
Native/ Bilingual
English
Professional
Timeline
Call Center Operations Manager
Oltin Tulpor Motor
04.2024 - 08.2026
Special Call Center Operator
166 Express(Freight&Evacuation Services
01.2023 - 01.2024