Complaints Handling Officer

• Jan 2022 - Present

Subject Matter Expert

• Sep 2019 - Jan 2022

Handling customer escalations, complaints and complex queries;Utilize expertise to provide proactive updates to team members on best practices;Support less experienced members of the team through real-time support & contact takeovers when required;Maintain escalations tracker to support team managers in identifying root causes for performance issues & identify knowledge gaps;Support on the job training for new starters;Conduct/facilitate Team meetings as needed;Attend personal coaching sessions;Conduct refresher trainings as needed; Show less

Customer Service Representative

• Sep 2015 - Sep 2019

Highest level of real-time support via phone, e-mail and chat;Consistent internal communication with different departments as well as the local teams and managment;Organizing and leading trainings for new colleagues in addition to Soft Skills training sessions;Shift organization and On-the-job trainer as an established SRP;

Intern

• Feb 2015 - Aug 2015

Social media advertising; Constant phone calls communication with customers; Working with large databases, writing accurate and detailed daily reports; Creating posting plans for different market leaders in Bulgaria; Social media advertising; Constant phone calls communication with customers; Working with large databases, writing accurate and detailed daily reports; Creating posting plans for different market leaders in Bulgaria;

Spanish Teacher

• Nov 2014 - May 2015

Pedagogical practicum in one of the most prestigious high schools in Sofia; Pedagogical practicum in one of the most prestigious high schools in Sofia;