Khumar Dadashova
Service Desk Professional
Wroclaw,02
Summary
Detail-oriented and proactive professional with extensive experience in customer service, incident management, quality assurance, and team training. Adept at managing escalations, implementing process improvements, and delivering training programs that enhance team performance. Multilingual communicator with strong analytical skills and a proven ability to thrive in fast-paced environments.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
1
1
Certification
5
5
Languages
Work History
Service Desk Dispatcher
Kyndryl Global Service Delivery Center
Wroclaw, Lower Silesia
01.2024 - Current
- Prioritized and assigned service tickets to optimize resource allocation.
- Coordinated incoming service requests to ensure timely resolutions.
- Contributed to the improvement of service desk processes for enhanced efficiency.
Trainer
Kyndryl Global Service Delivery Center
Wroclaw, Lower Silesia
02.2023 - 02.2024
- Delivered comprehensive onboarding programs for new hires, focusing on company policies and job-specific skills.
- Facilitated multilingual training sessions for international teams, utilizing German and English to ensure clarity and understanding.
- Maintained detailed records of training sessions, attendance, and outcomes.
Quality Advocate
Kyndryl Global Service Delivery Center
Wroclaw, Lower Silesia
02.2023 - 01.2024
- Evaluated the quality of incoming calls and emails to identify areas for improvement.
- Provided feedback and guidance to ensure adherence to ticket quality standards and best practices.
- Monitored and analyzed performance metrics to implement corrective actions.
- Maintained detailed records of ticket reviews and quality assessments.
Incident and Escalation Manager
Kyndryl Global Service Delivery Center
Wroclaw, Lower Silesia
01.2022 - 02.2023
- Coordinated critical incident escalations and collaborated with cross-functional teams for swift resolution.
- Facilitated major incident bridge calls to streamline communication and minimize downtime.
- Documented incident details, resolutions, and follow-up actions to support continuous improvement efforts.
- Utilized German and English language skills to communicate effectively with diverse teams.
Customer Service Representative
IBM Global Services
Wroclaw, Lower Silesia
10.2020 - 01.2022
- Provided technical support and resolved issues for customers with efficiency and professionalism.
- Partnered with technical teams to address complex problems and ensure customer satisfaction.
- Effectively prioritized tasks to manage multiple customer requests simultaneously.
- Leveraged German and English proficiency to assist clients in multilingual settings.
Startup Support and Acceleration Intern
Innovation Agency Azerbaijan
Baku
04.2021 - 07.2021
- Monitored project performance to ensure successful completion of objectives.
- Identified project scopes, risks, and constraints to enhance planning accuracy.
- Organized and maintained documentation for efficient tracking of performance metrics.
Education
German Language -
Goethe Institut
BBA - Business Administration
University of Wroclaw
Wroclaw, Poland 10.2018 - 10.2021
Skills
Incident management
Multitasking
Customer service
ServiceNow experience
Microsoft office
Incident management
Certification
ITIL 4 Foundation Certified
Timeline
Service Desk Dispatcher
Kyndryl Global Service Delivery Center
01.2024 - Current
Trainer
Kyndryl Global Service Delivery Center
02.2023 - 02.2024
Quality Advocate
Kyndryl Global Service Delivery Center
02.2023 - 01.2024
Incident and Escalation Manager
Kyndryl Global Service Delivery Center
01.2022 - 02.2023
Startup Support and Acceleration Intern
Innovation Agency Azerbaijan
04.2021 - 07.2021
Customer Service Representative
IBM Global Services
10.2020 - 01.2022
BBA - Business Administration
University of Wroclaw
10.2018 - 10.2021
German Language -
Goethe Institut
Similar Profiles
Georgi Ivanov GeorgievGeorgi Ivanov Georgiev
Level 3 UNIX Systems Administrator at IBM Delivery center, Brno /since 2020 Kyndryl/Level 3 UNIX Systems Administrator at IBM Delivery center, Brno /since 2020 Kyndryl/
Garima SinghGarima Singh
Senior Consultant- Quality Checker at Ernst & Young Global Delivery Service LLPSenior Consultant- Quality Checker at Ernst & Young Global Delivery Service LLP
Garv KeswaniGarv Keswani
Advanced Associate at EY Global Delivery ServiceAdvanced Associate at EY Global Delivery Service