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Work experience

Nov 2013Present

Team Leader

60K International Contact Centres
  • Proactively proposed improvements, optimizations and feedback in processes and ways of working.
  • Assisted in preparation of policy papers or reports, if required in the relevant fields of competence.
  • Attended, regularly scheduled management meetings and conference calls.
  • Excellent communication and problem-solving skills.
  • Good organizational skills.
  • High level of flexibility.
  • Proficient CRM usage.
  • Customer focus and team work.
  • Organized and managed a team for Inbound Customer support.
  • Led calibration sessions with the outsourcing client.
  • Involved in recruitment process, initial and ongoing trainings of the team.
  • Gave advice and guidance on the handling of different cases to the team.
  • Took escalated manager calls from customers willing to speak to an official.
  • Directly reported project related feedback to the respective manager.
  • Handled interactions from the outsourcing client of the company.
  • Performed weekly monitoring of German; English and Russian phone and e-mail cases.
  • Was involved in various side-projects related to the firm.
  • Scheduled and held bi-weekly feedback sessions with each and every employee in the team.
  • Was chosen for a business trip to the outsourcing company's head office in Miami USA.
Nov 2012Nov 2013

Customer Care Representative

60K International Contact Centres
  • Telephone and E-mail support for English and German-speaking users of the project's service.
  • Provided excellent support and customer care services to the end users of the outsourcing Client.
  • Daily and efficient teamwork.
  • Strong client- and result-orientation skills.
  • Was able to react to customers’ requests promptly and in a professional manner.
  • Opened customer accounts by recording account information
  • Maintained customer records by updating account information.
  • Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Recommended potential products or services to management by collecting customer information and analyzing customer needs.
  • Prepared product or service reports by collecting and analyzing customer information.
  • Contributed to team effort by accomplishing excellent results as needed.
Nov 2011May 2012

Customer Care Representative

CallPoint New Europe (Now Tellus)  Bulgaria; Hermes Business Park 115 K; "Tsarigradsko Shose" boul.; Building B; Floor 2; Sofia, 1784
  • Fluent customer-care service
  • Telephone and E-mail support for English and German-speaking customers.
  • Perfect self discipline and efficiency.
  • Excellent soft-skills and responsible problem-solving abilities.
Jan 2010Nov 2011

Animator (Entertainer)

Fun Point Neckermann Bulgaria; 9007 Golden Sands; P.O. box 80
  • Ability to work under pressure, in an always changing, dynamic environment.
  • Responsible part-time nursing of children 3 to 12 years old.
  • High physical mobility and fitness.
  • On-stage proficiency.
  • Leading evening Guest-Show programs in front of an audience in German, English and Russian language.
  • Daily participation in evening dancing and satire shows.


Sep 2010Present


Sofia University St. Kliment Ohridski


Bulgarian - Native 

English - C1 Proficient user

German - B2 Independent user

Russian - B1 Threshold user