Armine Abelyan
Yerevan
Summary
Dynamic Customer Support Coordinator with proven success at SC LAB Ltd, excelling in CRM management and incident resolution. Adept at enhancing customer relationships and streamlining operations, I leverage excellent interpersonal skills to drive team performance and improve service delivery. Committed to achieving high standards in customer satisfaction and operational efficiency. Detail-focused Document Specialist known for high productivity and efficiency in task completion. Possess specialized skills in document management systems, information classification, and regulatory compliance. Excel at communication, teamwork, and problem-solving to enhance document processing and organization workflows.
Overview
18
18
years of professional experience
Work History
Customer Support Department Head
EKENG
01.2010 - Current
- 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
- (e-Governance) OJSC
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
Vendor Management Coordinator
Lycos Armenia CJSC
01.2008 - 01.2009
- Daily and weekly synchronization of configuration database of data center infrastructure with outside parties (IBM).
- Planning and coordination of changes on infrastructure with outside service providers according to agreed timetable
- Coordination of cross-organizational and cross-departmental Incident Management with external vendors and partners (IBM, TUI Info Tech)
- Administration of 24x7 operations of Service Desk, serving internal and external users
- Administration of customer registration services according to their contracts and payment system
- Handling of requests related to abuse (fraud, hacking, spam) on company services, analysis preparation and undertaking of preventive actions against abuse
- Operations department
Education
Master’s Degree - Language Sciences (Linguistics, Informatics, and Logic)
University Paris – IV/ Paris - Sorbonne
FRANCE01-2003
Master’s Degree - Romano-Germanic languages
Yerevan State University
01-2001
Skills
- Good speaking skills
- Excellent interpersonal skills
- CRM software management
- Customer relationship management
- Incident management
- Ticketing system administration
Hobbies and Interests
- Reading
- Swimming
Training
American University of Armenia, Extension Program (Women Entrepreneurship), 01/01/09, Business plan writing on 'Online translations'
Personal Information
Date of Birth: 09/29/78
Languages
- French (excellent)
- Russian (very good)
- Armenian (native)
- English (very good)
- French (excellent)
- Russian (very good)
- Armenian (native)
Timeline
Customer Support Department Head
EKENG
01.2010 - Current
Customer Support Coordinator
SC LAB Ltd
01.2009 - 01.2010
Vendor Management Coordinator
Lycos Armenia CJSC
01.2008 - 01.2009
Master’s Degree - Language Sciences (Linguistics, Informatics, and Logic)
University Paris – IV/ Paris - Sorbonne
Master’s Degree - Romano-Germanic languages
Yerevan State University