Ibrohim Mamatov
Tashkent,TK
Summary
Dedicated and accomplished Head of Technical Support with over 5 years of extensive experience in overseeing technical support operations. Adept at leading and mentoring teams to deliver exceptional customer service while optimizing technical solutions. Proven track record in implementing efficient support processes, ensuring high quality service delivery, and resolving complex technical issues. Skilled in leveraging emerging technologies to streamline operations and enhance customer satisfaction. Exceptional communicator with a strong ability to collaborate across departments, drive team performance, and align support strategies with business objectives. Seeking to apply expertise in enhancing technical support excellence within a dynamic organization.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Head of Sales Technical Support Department
Akkermann, LLC
Tashkent
04.2022 - Current
- Leadership and coordination of the technical support sales department's activities to ensure high-quality and timely
technical support for customers. - Development of strategies and methods for technical support aimed at improving the sales process and meeting
customer needs.
•
Providing training and support for technical support department employees in the company's products, services,
and methods for solving customer problems.
•
Analysis and evaluation of customer requests and needs, providing technical consultations, and resolving emerging
issues to ensure customer satisfaction.
•
Collaboration with other departments within the company to optimize the sales process and provide necessary technical information to customers. - Implementation and maintenance of a system for tracking customer requests and issue resolutions, ensuring efficient interaction with the sales department.
- Participation in the development of new products or improvements based on feedback from customers and technical support specialists.
- Analysis of market information and technical requirements to adapt the company's products or services to meet customer needs.
- Ensuring compliance with quality standards in technical support and suggesting improvements to optimize departmental processes.
- Presenting reports on the technical support department's performance to the company's management, including achieving planned targets and goals.
Lead Specialist
TOP FIN RESULT, LLC
Tashkent
10.2019 - 03.2024
- Monitoring the progress of the technological process in the serviced area based on analyses and readings of control-measuring instruments.
- Ensuring compliance by operators with the technological regulations according to the instruction card.
- Assessment of the technical condition of the operating equipment.
- Supervision of timely and proper sampling.
- Participation in equipment acceptance after technological shutdowns, cleanings, and repairs
Head of Quality Control Department
DURABLE BETON, LLC
Tashkent
08.2018 - 02.2022
- Ensure the inspection of incoming material resources (raw materials, materials, semi-finished products, components of products), as well as preparation of conclusions regarding their compliance with quality standards and technical specifications.
- Conduct activities aimed at improving the quality of products (work, services), oversee their preparation for state accreditation and certification.
- Supervise the development and implementation of a quality management system, standards, and norms, indicators regulating the quality of products (work, services), the most advanced control methods involving automation and mechanization of control operations, defect-free production systems, non-destructive testing, etc., creating special means for these purposes.
Education
Bachelor of Science - Engineer-technologist
Tashkent Institute of Architecture And Civil Engin
Tashkent07-2018
Skills
- Leadership: Ability to lead, mentor, and motivate a team to achieve sales and support objectives
- Technical Proficiency: Strong understanding of technical aspects related to products/services offered, providing effective guidance to the team
- Customer Service: Exceptional customer-centric approach in handling inquiries, ensuring customer satisfaction, and resolving issues promptly
- Strategic Planning: Developing strategies to enhance technical support services, aligning them with sales objectives and customer needs
- Problem-solving: Proficient in identifying issues, analyzing root causes, and implementing effective solutions
- Communication Skills: Excellent verbal and written communication skills to convey technical information clearly to both technical and non-technical audiences
- Collaboration: Ability to collaborate across departments, fostering cooperation and ensuring smooth information
flow for sales and technical support alignment - Analytical Skills: Proficiency in analyzing sales data, technical reports, and customer feedback to improve support services and drive sales
- Project Management: Managing projects efficiently, allocating resources, and ensuring projects meet deadlines and objectives
- Adaptability: Being adaptable to changing environments, technologies, and customer requirements in a fast-paced sales support landscape
- Working with office equipment: Experience in performing printing, scanning, and copying operations using various office devices and equipment
- Internet skills: Confident use of the internet for information retrieval, conducting research, and obtaining necessary data
- Email: Knowledge and ability to effectively work with email for message exchange, sending and receiving files, and maintaining communication
- Microsoft Word: Ability to create, edit, and format documents using Microsoft Word, including text formatting, tables, and inserting images
- Microsoft Excel: Skills in working with Microsoft Excel, including creating tables, using formulas, data filtering, and generating simple reports
- Microsoft PowerPoint: Experience in creating presentations using Microsoft PowerPoint, including slide
formatting, adding graphics and animations, and delivering convincing speeches to an audience
Affiliations
Leadership: Provide clear direction, mentorship, and leadership to the technical support team.
Team Building: Foster a positive and collaborative team culture to enhance productivity and morale.
Performance Management: Set and monitor KPIs, conduct performance reviews, and provide feedback for continuous improvement.
Escalation Handling: Assist in resolving complex customer issues or escalations promptly and effectively.
Customer Feedback: Gather feedback from customers to identify areas for improvement and implement necessary changes.
Training: Provide training to the team on customer service best practices and technical knowledge.
Cross-Functional Collaboration: Work closely with sales, product development, and other departments to address customer needs and align support strategies with business goals.
Communication: Maintain clear communication channels within the department and with other stakeholders.
Tool Evaluation: Evaluate and implement new tools or technologies that can improve the efficiency of the technical support team.
Technology Upgrades: Ensure that the team has access to updated and relevant technologies to perform their duties effectively.
Data Analysis: Analyze support metrics and trends to identify patterns, issues, or areas requiring attention.
Reporting: Generate reports on support performance and present insights to senior management.
Professional Development: Encourage ongoing learning and development opportunities for the team to keep up with technological advancements and industry trends.
Languages
Uzbek
First Language
Russian
Advanced (C1)
C1
English
Intermediate (B1)
B1
Turkish
Intermediate (B1)
B1
Certification
- Internal auditor of Quality Management System based on ISO 9001-2015
Smart management international training company • 2021
The certificate as an Internal Auditor of Quality Management System based on ISO 9001:2015 is highly relevant as it showcases expertise in evaluating, ensuring compliance, and driving continuous improvement within organizations adhering to or seeking certification in ISO 9001:2015 standards. - The achievement of savings and profits through the use of cements
Educational institution: HeidelbergCement • 2020
The certificate is relevant as it demonstrates proficiency in achieving cost savings and increased profits by optimizing the utilization of cement materials. - Beton ve Beton Kimyasallari Tesis Yönetim
Educational institution: CHRYSO GROUP • 2019
The certification is pertinent as it signifies competence in the administration and management of concrete and concrete chemicals facilities, showcasing a strong understanding of their operations and processes. - Professional development
Educational institution: Uzbek Agency for Standardization, Metrology, and Certification • 2019
The certificate is relevant as it contributes to the professional growth and advancement of an engineer, enhancing their skill set and expertise in the field.
Timeline
Head of Sales Technical Support Department
Akkermann, LLC
04.2022 - Current
Lead Specialist
TOP FIN RESULT, LLC
10.2019 - 03.2024
Head of Quality Control Department
DURABLE BETON, LLC
08.2018 - 02.2022
Bachelor of Science - Engineer-technologist
Tashkent Institute of Architecture And Civil Engin
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