Karine Davtyan Email & Phone Number

• Supervise day-to-day operations in the Customer Care Unit• Supervise delivering a comprehensive service to inquiring customers• Develop service procedures, policies and standards for an entire team• Identify and implement strategies to improve quality of service and productivity of the team • Delegate certain customer inquiries to specific teams• Maintain accurate records and document all activities of Customer Care Unit• Analyze relevant data to determine customer service outputs

Yerevan, Armenia

• Managing projects starting from the original concept up to final implementation • Creating project plans and setting goals • Coordinating project team members; assigning individual responsibilities • Managing the relationship with the client and all stakeholders • Ensuring that all projects are delivered on-time, within the scope • Creating and maintaining comprehensive project documentation • Conducting regular team meetings and providing timely status reports to all stakeholders • Participating in recruitment and orientation of new IT staff

Yerevan, Armenia

• Supervising on time, updated and correct communication within Customer Care Department• Ensuring updated information through internal knowledge tool for the front line• Cooperating with other departments, particularly with Marketing, for information exchange and dissemination• Presenting the training planning for Customer Care employees per semester targeted at quality improvement • Organizing and supervising on time delivery of necessary trainings to both new and existing staff of Customer Care Department• Supervising training needs assessment process• Providing suggestions and implementing new trainings for Front line employees’ quality improvement• Working on and commenting product and services specification documents through the company's TTM (Time to Market) process• Delivering and monitoring weekly reports within Customer Care Department• Managing team performance and progress• Mentoring and training up junior and new staff• Arranging and chairing weekly team meetings, focusing on targets and achievements• Providing prompt and accurate information on individual performance • Recruitment of new staff• Front line employees recruitment interviews

Yerevan, Armenia

• Preparing and conducting trainings for Customer Care department, e.g. phone etiquette, customer service, complaint handling training etc. • Following up the internal departmental communication through intranet and e-mail• Updating/maintaining training database • Making call assessments to evaluate Customer Care consultants’ (Call Centre and Technical Support) performance quality, analyzing results and making coaching• Developing and conducting knowledge tests for evaluating Customer Care consultants’ performance quality, analyzing results and making coaching• Providing customer service through social media• Making reports on monthly and daily basis to direct supervisor or manager • Recruitment of Front line employees

Yerevan, Armenia

• Everyday work and communication with 55 branches of the bank regarding money transfer systems, deposit investments of the Individuals• Providing consultancy and coordinating activity of the bank’s branches regarding different money transfer systems • Making daily and monthly financial reports• Translating agreements and other documents from Armenian/Russian to English and vice versa.

Yerevan, Armenia

• Building relations with different educational institutions worldwide, negotiating and signing cooperation agreements • Organizing everyday correspondence with International partners • Designing company’s advertising materials, including leaflets, newsletters, posters• Taking part in marketing campaigns e.g. organizing and making presentations at different institutions in Armenia presenting the company's activity and the offers, e-mail marketing• Managing content of the company's website and making regular updates