Aizhan Sembayeva Email & Phone Number

Richmond, Virginia, United States

Set team goals that align with SimpliSafe’s company plan and vision to provide world-class monitoring service to meet and exceed CSAA Five-Diamond and UL Certification for Central Station Operations at the site.Monitor team performance and productivity to provide constructive feedback and coaching to engage and develop team membersBuild strong working relationships through communication with team membersTake escalated calls to ensure customer satisfaction, as well as assist with in emergency dispatch scenariosConduct 1:1 coaching sessions with team members to review prior month’s performance Prepare and submit team and individual performance reports on a consistent basisRecommend or implement measures to motivate employees to maintain or improve performance and efficiency.Conduct continual assessment of the team’s overall emotional well-being; react appropriately to staff’s needs in emergency and routine situations Participate in regularly scheduled meetings with the leadership team to stay abreast of business needs and changesAt times, partnering with recruiting teams during recruiting initiatives and events.Fostering a work environment where team members receive personal development and career progression opportunitiesUphold standards and expectations through SimpliSafe established processes

Richmond, Va, United States

Lead a team of 14-20 agents. Applied functional and technical expertise and knowledge of performance standards to provide on the job training. Reviewed performance data (e. g. Agent Dashboard, monitored calls, etc.) to identify performance and productivity gaps. Created and implemented coaching plans to establish behaviors that will lead to improved metrics. Developed, motivated, evaluated, and coached agents on work procedures, proper call handling and teamwork delivering excellent customer service. In the Operations Manager’s absence assisted with daily management of the campaign. Performed other related duties and special projects as requested.

Lead a team of 6-8 agents. Developed agents through coaching. Observed and evaluated team members’ performances to improve overall performance, increase VOC scores and call quality. Developed, motivated, evaluated, and coached agents on work procedures, proper call handling and teamwork delivering excellent customer service. Monitored attendance and activities of associates ensuring adherence to their daily schedule. Provided daily reports advocate attendance reports to management.

Richmond, Virginia Area

Served as primary point of contact for health insurance members. Assisted clients, healthcare providers, and pharmacy technicians with benefits issues and claims. Handled enrollment and billing for current and potential clients and served as a specialist for any issues that may arise. Followed all company procedures to deliver a world-class level of service for clients and routed them appropriately when additional specialists were needed.

Rzeszow, Subcarpathian District, Poland

Facebook travel team• Connected with clients via email and phone, and piloted the instant messaging platform to help coordinate services• Booking all modes of transportation, including flights, hotels and ground transport, according to customer needs • Assuring client satisfaction • Networking with industry professionals • Efficient and meticulous customer service when customers modify their travel arrangements• Maintaining an exceptional business relationship with the customer, tailoring trips to their needs whilst advising and making suggestions to select the best products and suppliers for the most economical costs• Use of global reservation systems and supporting software

4.5/5

Activities and Societies: President of the debate club, Vice President of the students’ organization

Aviation Management

Erasmus + Exchange Program

Bachelor Of Science - Bs, Logistics: Aviation Management

Activities and Societies: Vice President of Aviation Management Club