Lilit Mkrtchyan
San Isidro
Summary
Dynamic Customer Support Manager with a proven track record at Softconstruct, excelling in vendor management and customer satisfaction. Expert in data analysis and process optimization, I have successfully enhanced service delivery, resulting in significant improvements in customer feedback scores. Committed to fostering strong relationships and driving team performance.
Overview
15
15
years of professional experience
Work History
Customer Support Manager
Softconstruct
Lima
01.2019 - Current
- Provided feedback to customers regarding product features and usage instructions.
- Managed vendor relationships related to third-party services used by the company's customers.
- Advised senior management on best practices for delivering outstanding levels of service.
- Generated ideas for new products or services based on insights from current customers.
- Monitored customer satisfaction levels through surveys and other methods of data collection.
- Analyzed trends in customer behavior to identify opportunities for improvement in the customer experience.
- Created reports detailing customer support performance metrics such as response times, resolution rates, and customer feedback scores.
- Developed customer service policies and procedures.
- Identified potential areas for process optimization within the department's operations.
- Responded to escalated customer issues in accordance with company guidelines.
- Conducted regular meetings with team members to discuss progress and areas for improvement.
- Collaborated with marketing teams on campaigns designed to increase brand loyalty among existing customers.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Trained staff on customer service best practices and protocols to maximize efficiency and improve customer satisfaction.
- Mitigated regulatory risks by managing compliance processes to adhere to protocol.
- Determined staffing requirements, interviewing, hiring and training new employees.
Operations & Support Coordinator
Chronos , Davbet
Lima, Peru
11.2023 - 12.2024
- Assisted in the establishment of the company, including finding legal and accounting partners.
- Managed all legal processes related to customer operations and compliance.
- Coordinated directly with legal advisors to ensure proper company registration and documentation.
- Monitored the Customer Support team, reviewed chats, and ensured service quality.
- Prepared performance reports and provided feedback for continuous improvement.
Senior Customer Support Specialist
Softconstruct
Yerevan
12.2017 - 12.2018
- Created detailed reports on customer complaints and provided recommendations for resolution.
- Assisted customers with product ordering, account setup, billing inquiries, and troubleshooting.
- Conducted regular follow ups with customers to ensure their satisfaction with our services.
- Developed creative solutions to customer issues that resulted in increased customer satisfaction.
- Documented processes related to customer service operations including workflow diagrams.
- Facilitated training sessions on products or services for both internal staff as well as external clients.
- Implemented new processes and procedures to improve overall efficiency of the department.
- Monitored incoming emails from customers and responded promptly with accurate information.
Customer Service Support Agent
Softconstruct
Yerevan
12.2015 - 11.2017
- Resolved customer complaints in a timely manner.
- Updated customer information within database systems as needed.
- Adhered to established policies and procedures when resolving customer concerns.
- Responded to customer inquiries via phone, email and chat.
- Developed positive relationships with customers through courteous communication.
- Followed up with customers to ensure their satisfaction with resolution provided.
- Provided technical support and troubleshooting advice for customers.
- Evaluated customer needs and identified appropriate solutions in a timely manner.
- Participated in regular meetings with other members of the Customer Service team.
Senior Manager
Market RF
Yeravan
11.2013 - 11.2015
- Ensured compliance with applicable laws, regulations, policies, and procedures across all business units.
- Conducted regular performance appraisals for direct reports to provide feedback on their work performance.
- Regularly evaluated customer satisfaction levels by surveying customer base and analyzing results.
- Identified areas of improvement within existing operations through process analysis and benchmarking studies.
- Established effective communication channels between different departments within the organization.
- Monitored competitor activities to anticipate changes in the industry landscape and design appropriate response measures.
- Managed a team of 10+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
Customer Service Support Agent
Interactive TV
Yerevan
11.2010 - 11.2015
- Resolved customer complaints in a timely manner.
- Updated customer information within database systems as needed.
- Adhered to established policies and procedures when resolving customer concerns.
- Responded to customer inquiries via phone, email and chat.
- Developed positive relationships with customers through courteous communication.
- Provided technical support and troubleshooting advice for customers.
- Promptly addressed customer issues related to billing or service problems.
- Performed data entry tasks as required.
Education
Master Degree - Linguistics
Russian Armenian Slavonic University
Yerevan, Armenia06-2012
High School Diploma -
Named By Admiral Isakov
Aram Khachatryan05-2006
Skills
- Customer service
- Vendor management
- Customer satisfaction
- Data analysis
- Process optimization
- Report generation
Languages
Russian
First Language
Armenian
Proficient (C2)
C2
English
Upper Intermediate (B2)
B2
Spanish
Intermediate (B1)
B1
Portuguese
Elementary (A2)
A2
Timeline
Operations & Support Coordinator
Chronos , Davbet
11.2023 - 12.2024
Customer Support Manager
Softconstruct
01.2019 - Current
Senior Customer Support Specialist
Softconstruct
12.2017 - 12.2018
Customer Service Support Agent
Softconstruct
12.2015 - 11.2017
Senior Manager
Market RF
11.2013 - 11.2015
Customer Service Support Agent
Interactive TV
11.2010 - 11.2015
Master Degree - Linguistics
Russian Armenian Slavonic University
High School Diploma -
Named By Admiral Isakov
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