Armine Abelyan
Yerevan
Summary
Seasoned healthcare professional and leader with a proven track record at AIIMS and EKENG, specializing in patient education, treatment coordination, and enhancing customer support operations. Fluent in multiple languages including French and Armenian, adept in Salesforce.com, and skilled in developing efficient treatment plans. Demonstrates exceptional organizational and communication abilities, significantly improving patient and customer satisfaction.
Overview
2010
2010
years of professional experience
1
1
Certification
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
- Assisted customers with product inquiries, technical support and other customer service related issues.
- Provided timely responses to customer emails and phone calls.
- Resolved customer complaints in a professional manner.
Customer Support Department Head
EKENG
01.2010
- Company Overview: (e-Governance) OJSC
- 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
- Developed and implemented departmental goals, objectives, policies and procedures.
- Conducted performance evaluations of staff and provided guidance for improvement.
- Oversaw day-to-day operations, including budgeting, personnel management and resource allocation.
Doctor
AIIMS
- Educated patients about their conditions and medications prescribed.
- Coordinated with medical staff for enhanced patient treatment strategies
- Collaborated with other healthcare professionals to coordinate optimal patient care plans.
- Performed administrative duties such as filing, scheduling appointments, and preparing charts.
- Recorded and monitored vital signs
Education
Master's Degree - Romano-Germanic languages
Yerevan State University
01.2001
Master's Degree - Language Sciences (Linguistics, Informatics, and Logic)
University Paris - IV/ Paris - Sorbonne
FRANCE01.2003
Skills
- English (very good), French (excellent), Russian (very good), Armenian (native)
- Microsoft Office, Microsoft Outlook, Internet, Microsoft Project, 1C Accounting, Salesforcecom
- Diagnostic Testing
- Treatment Plan Development
Hobbies and Interests
Reading, swimming
Training
- 2009 - American University of Armenia - Extension Program (Women Entrepreneurship)
- Business plan writing on “Online translations.
Affiliations
- activities
Languages
German
First Language
Italian
Intermediate (B1)
B1
Certification
- Certifications and Licenses
References
References available upon request.
Timeline
Customer Support Department Head
EKENG
01.2010
Customer Support Coordinator
SC LAB Ltd
01.2009 - 01.2010
Doctor
AIIMS
Master's Degree - Romano-Germanic languages
Yerevan State University
Master's Degree - Language Sciences (Linguistics, Informatics, and Logic)
University Paris - IV/ Paris - Sorbonne
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