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Ibrahim Asgarov, Head of Customer Service and Credit Operations Division

Ibrahim Asgarov

Head of Customer Service and Credit Operations Division·Prior Credit

Azerbaijan

Bachelor's degree, Telecommunication Faculty

Work experience

Total years of experience: 12 years, 4 months

Head of Customer Service and Credit Operations Division

October 2025 - Present

Prior Credit

Baku, Azerbaijan

October 2025 - Present

Company industry:
Banking
Job role:
Banking

Head of Contact Center

November 2023 - Present

Kapital Bank

Baku, Azerbaijan

November 2023 - Present

Lead the banks online customer service operations, managing a team of
100+ agents across chat, email, and social platforms (Facebook,
Instagram, TikTok, etc). Implement digital tools and AI-based systems to
improve service efficiency and automate routine processes.

Company industry:
Banking

Head of Call Center

September 2022 - November 2023

Azerconnect/Nar

Baku, Azerbaijan

September 2022 - November 2023

Lead the call center operations, managing a large team of agents and team Leaders to ensure high-quality customer support across voice channels. Developed and optimized call handling procedures to reduce average handling time and improve first-call resolution.

Company industry:
Telecommunications

Call Center Operation Manager

April 2017 - September 2022

Azerconnect/Bakcell&Nar

Baku, Azerbaijan

April 2017 - September 2022

Oversaw daily operations of the call center, ensuring effective handling of inbound customer interactions. Monitored KPIs such as Average Handling Time (AHT), First Call Resolution (FCR), Service Level (SL), and Customer Satisfaction (CSAT).

Company industry:
Telecommunications

Call Center Agent

January 2014 - January 2017

Bakcell LLC

Baku, Azerbaijan

January 2014 - January 2017

Handles incoming and customer calls, provides information, resolves issues, and ensures customer satisfaction. Maintains accurate records, follows scripts/procedures, and meets performance targets such as call handling time and quality.

Company industry:
Telecommunications

Education

Azerbaijan Technical University

May 2013

May 2013

Bachelor's degree, Telecommunication Faculty

Azerbaijan

GPA (percentage): 85%

GPA (percentage): 85%

Skills

Sales
Expert
Sales
Expert
Business Analytics
Expert
Business Analytics
Expert
Operational Efficiency
Expert
Operational Efficiency
Expert
Coaching Staff
Expert
Coaching Staff
Expert
Customer Experience Improvement
Expert
Customer Experience Improvement
Expert
COMPLIANCE MANAGEMENT
Intermediate
COMPLIANCE MANAGEMENT
Intermediate
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
INTERPERSONAL COMMUNICATIONS
Intermediate
INTERPERSONAL COMMUNICATIONS
Intermediate
OPERATIONAL EFFICIENCY
Intermediate
OPERATIONAL EFFICIENCY
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
TEAM LEADERSHIP
Intermediate
TEAM LEADERSHIP
Intermediate
TELECOMMUNICATIONS
Intermediate
TELECOMMUNICATIONS
Intermediate
QUALITY ASSURANCE
Expert
QUALITY ASSURANCE
Expert
ANALYTICAL THINKING
Expert
ANALYTICAL THINKING
Expert
STRATEGIC PLANNING
Expert
STRATEGIC PLANNING
Expert

Social profiles

Languages

English

Expert

Russian

Native Speaker

Turkish

Expert

Azerbaijani

Native Speaker

Training and Certifications

Training
English courses
GRBS
May 2020
Leadership Journey Program
Harvard Business School
Dec 2022
CX Simulation
Develor
Aug 2023
Leadership Essential
Develor
May 2023

Hobbies and interests

Books, movies, travel, sports, video games