Irina V

@irinaa_v

CS Communication Coach Trainer CoFounder Qualyza

Géorgie
Turc, Géorgien, Russe, Anglais
Certaines informations sont présentées en anglais.
À propos de moi
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.... Plus d’infos

Compétences

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irinaa_v
Irina V
hors ligne • 

Voir mes services

Assistance client
I will audit your customer service and provide expert feedback
De5 $US / projetPlus de détails
Assistance client
I will provide customer service empathy training
De25 $US / projetPlus de détails

Expérience professionnelle

Teleperformance

Teleperformance

Temps plein • 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.