Relevant Qualifications & Education
15 Sep 10–1 Jun 11
Master’s degree, International Finance
University of National and World Economy, Sofia
15 Sep 06–1 Jun 10
Bachelor’s degree, International Economic Relations
University of National and World Economy, Sofia
15 Sep 01–31 May 06
High School/Secondary Diplomas and Certificates
164. Instituto Bilingüe de Bachillerato “Miguel de Cervantes”, Sofía
Skills
Communication skills:
Excellent communication and listening skills gained through my experience as Customer Support Agent and Shift Manager.
Customer centric approach to VIP clients and their needs. Aiming at greater level of satisfaction of the high value customers.
Organisational / managerial skills:
Good Team Leadership and Team-leading skills gained as a Shift Manager (currently responsible for more than 30 people while managing all the workflow on the floor).
Career Summary
Jan 12–Present
Poker Shift Manager, CSMS Ltd.
Accountable for all the activities of all teams on the floor, including monitoring of attendance, preparation of shift and performance reports, distribution of professional updates, handling of technical issues. Responsible for the communication and coordination between the various departments within and outside the company.
▪ Aligning, monitoring and managing all workload on the floor
▪ Preparing and distributing written and verbal task schedules to each team according to the daily targets
▪ Checking constantly the degree of targets achievement and monitoring constantly the discipline and the behavior of each agent. If necessary, making corrections in the tasks and workload distribution. Intervening when necessary to ensure that all internal regulations have been followed properly
▪ Coaching agents on daily basis and get them acquainted with the new products, procedures and aims of the company
▪ Motivating and encouraging creativity and constant improvement
▪ Contributed to improved level of customer support by monitoring customer feedback, reducing the response time and optimizing customer support teams efforts.
▪ Ensuring that agents have all programs and tools necessary for the proper course of the work process
▪ Reporting technical problems to IT managers
▪ Identify personal problems and taking actions to solve them on the spot
▪ Preparing and sending to the Division managers daily reports at the beginning and at the end of shift
Jan 11–Dec 11
Customer Support Agent – Poker Department, CSMS Ltd.
Communication with customers using inbound and outbound chat, email and phone.
▪ Working under pressure, applying a variety of soft skills for communicating with customers and providing high quality service
▪ Presenting accurate information to the customers
▪ Attending team/company meetings
▪ Achieving targets and goals given by team leaders or management
▪ Giving feedback to the team leader and to the supervisor▪ Providing technical assistance with payments and payment methods, the product, websites, software, etc.
Jun 09–Dec 10
Customer Support Agent – Casino Department, CSMS Ltd.
Communication with customers using inbound and outbound chat, email and phone.
▪ Working under pressure, applying a variety of soft skills for communicating with customers and providing high quality service
▪ Presenting accurate information to the customers
▪ Attending team/company meetings
▪ Achieving targets and goals given by team leaders or management
▪ Giving feedback to the team leader and to the supervisor
▪ Providing technical assistance with payments and payment methods, the product, websites, software, etc. Job-related skills Customer Service, Teamwork, Microsoft Office, Microsoft Word, Microsoft Excel, PowerPoint, Outlook, Team Building, Time Management, Customer Satisfaction, Management, Public Speaking, Team Leadership, Leadership, Sales, Negotiation, Customer Experience, Call Centers, Communication, Customer Support
Sep 08–May 09
Life Insurance Agent, Allianz Group
Offering high quality life insurance, long-term care insurance and other products for insurance and retirement planning needs.
▪ Seek out new clients and develop clientele by networking to find new customers and generate lists of prospective clients.
▪ Attend meetings, seminars and programs to learn about new products and services.
▪ Call on policyholders to deliver and explain policy, to analyze insurance program and suggest additions or changes, or to change beneficiaries.
▪ Customize insurance programs to suit individual customers, often covering a variety of risks.
▪ Explain features, advantages and disadvantages of various policies to promote sale of insurance plans.
▪ Ensure that policy requirements are fulfilled, including any necessary medical examinations and the completion of appropriate forms.
▪ Perform administrative tasks, such as maintaining records and handling policy renewals.
