Susanbar Namazova

Prepared weekly and monthly performance reports for a 38-person team using Excel, PowerPoint and Power BI, keeping leadership informed and decisions well-supported. Coordinated daily operational issues with management, ensuring smooth handling of sensitive customer and policy matters. Coached agents using the SMART method and provided process training, improving group performance by 2 3% through regular audits. Resolved escalated customer complaints raised via LinkedIn with a 90% positive outcome rate.

Provided multilingual, German, Turkish, English, support across email and six platforms, handling 100 or 120 daily cases with high data accuracy. Managed flight reservations, customer profiles and itineraries, and coordinated travel-disruption cases end-to end. Maintained a 5–6 minute average response time against a 20-minute SLA, and a 94–97% weekly Service Level, target: 90%.

Coordinated interview scheduling and logistics across department leaders, branch employees and HR business partners. Managed confidential employee and candidate documentation, including EXPAT records, with strict attention to data handling. Organized logistics for departmental team-building events — venue contact, pricing, and attendee coordination — on behalf of HRBPs. Tracked and coordinated 8–9 internal vacancy postings per month, expediting interview turnaround.

Coordinated timelines, resources and interview scheduling across multiple concurrent youth-focused projects. Generated and analyzed project reports to track progress and outcomes for stakeholders. Led a 10-person team as camp coordinator during a 7-day international youth event.

Masters, Erasmus+ Exchange Programme