Irina V

@irinaa_v

CS Communication Coach Trainer CoFounder Qualyza

Georgia
Turco, Georgiano, Ruso, Inglés
Parte de la información aparece en idioma inglés.
Sobre mí
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.... Lee más

Habilidades

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irinaa_v
Irina V
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Revisa mis servicios

Atención al Cliente
I will audit your customer service and provide expert feedback
DeUSD 5 / proyectoMás información
Atención al Cliente
I will provide customer service empathy training
DeUSD 25 / proyectoMás información

Experiencia laboral

Teleperformance

Teleperformance

Tiempo completo • 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.