Irina V

@irinaa_v

CS Communication Coach Trainer CoFounder Qualyza

Georgië
Turks, Georgisch, Russisch, Engels
Sommige informatie wordt in het Engels weergegeven.
Over mij
I am a customer service professional with over six years of experience as an agent, quality coach, and trainer. I specialize in bridging the gap between training and real-world execution through practical workshops focusing on compassion, ownership, and communication. As the co-founder of Qualyza, I am building an AI-powered support intelligence platform to help teams improve their daily support work.... Lees meer

Skills

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irinaa_v
Irina V
offline • 

Bekijk mijn diensten

Klantenservice
I will audit your customer service and provide expert feedback
VanafUS$ 5 / projectMeer informatie
Klantenservice
I will provide customer service empathy training
VanafUS$ 25 / projectMeer informatie

Werkervaring

Teleperformance

Teleperformance

Fulltime • 6 yrs 6 mos

Quality Analyst

Nov 2021 - Sep 2026 • 4 yrs 10 mos

Evaluate customer interactions across multiple channels to ensure quality standards and compliance. Deliver constructive coaching sessions that help agents understand why quality issues occur, not just how to correct them. Analyze performance trends, identify coaching opportunities, and support continuous improvement through practical feedback, calibration sessions, and development plans. Collaborate with team leaders to improve customer experience, service quality, and overall team performance.

Customer Service Representative

Mar 2020 - Nov 2021 • 1 yr 8 mos

Delivered customer support in Turkish and English through phone and email for a global travel client. Managed booking inquiries, itinerary changes, cancellations, refunds, and customer complaints while meeting quality and performance targets. Developed strong communication, problem-solving, and conflict resolution skills in a high-volume customer service environment.