Опыт работы:
Ringo Ponchik & Pirazhki Company | Yerevan, Armenia —
Technical Operations & Call Center Manager
Образование:
Operations & Logistics:
Dispatch Management, SLA
Compliance, Root Cause
Analysis, Process
Optimization, Incident
Handling, Supply Chain
Coordination.
Software & Tools: Microsoft
Office Suite (Excel, Word,
PowerPoint), Data Analysis,
Basic Reporting Tools.
Soft Skills: Problem Solving,
Crisis Management, Team
Leadership, Training &
Onboarding.
Профессиональные и другие навыки:
Coordinated daily call center and dispatch operations, ensuring, strict adherence to response time SLAs and quality standards., Analyzed performance metrics and workflow bottlenecks, executing a process redesign that reduced average, delivery/fulfillment times by 30%., Handled complex customer and operational escalations, identifying, root causes to prevent recurring issues., Managed end-to-end recruitment, onboarding, and workflow, training for 15+ team members., Standardized internal communication protocols and introduced, performance-based incentive frameworks, boosting productivity, and retention.
Владение языками:
Английский
Дополнительно:
Results-driven Operations and Dispatch Manager
with 7+ years of experience leading high-volume logistics, call center workflows, and delivery
operations. Proven track record of optimizing supply chains, enforcing SLA compliance, resolving
critical escalations, and managing cross-functional teams to drive efficiency and reduce fulfillment
times.
