Experience

Heroes of Support

• Bulgaria
• IT System Training and Support
• 1 - 100 Employee

• Senior Support Quality Assurance Specialist

  • Feb 2023 - Present

  -Managing the QA team’s workflow to optimise the workload and meet the set goals.-Monitoring customer service performance on the agent and team level.-Maintaining and developing internal support quality standards.-Reviewing a subset of support agents’ chats.-Fostering a strong relationship with both the QA team members and the agents. Always being available for consultation and guidance, paying sincere attention to their concerns.-Carrying out calibration sessions to maintain consistency in internal evaluations.-Creating and updating procedures and instructions for the QA team in Confluence. Show less

• Support Quality Assurance Specialist

  • Jan 2022 - Feb 2023

  -Carrying out monitoring of support agent chats in order to improve the standard of quality.-Mapping the need for training and onboarding programs.-Helping agents improve their performance with specific instructions and constant support.-Participating in calibration sessions to maintain consistency in internal evaluations.-Providing meaningful and constructive feedback to management and to the agent personally.



CODEWORKS BLR

• Information Technology & Services
• 1 - 100 Employee

• Customer Service Team Leader

  • Jan 2020 - Jan 2022

  -Helping the team with any questions.-Preparing instructions and manuals in order to keep the team up-to-date with any changes in regulations or procedures.-Supporting the CS Manager and Assistant CS Manager.-Monitoring team performance in order to achieve KPI’s and SLA’s.-Maintaining daily, monthly, weekly statistics, which includes KPI, SLA indicators.-Setting tasks for the developers in order to upgrade the platform.-Assisting with recruitment.-Cooperation with other departments to resolve customer issues and establish processes. Show less

• Customer Service Agent

  • Aug 2017 - Dec 2019

  -Helping customers with current questions in chats, emails, calls.-Escalating issues and providing feedback on them. -Making outgoing calls to existing customers.