Andreas Tinev
Customer Support Agent
Sofia
Summary
Dedicated IT Technical Analyst with a proven track record at Akkodis, enhancing system performance and user satisfaction through effective problem-solving and proactive communication. Adept at mentoring teams and managing high-volume customer interactions, leveraging strong attention to detail and customer service skills to drive continuous improvement and foster loyalty.
Overview
6
6
years of professional experience
2
2
Languages
Work History
IT Technical Analyst
Akkodis
06.2022 - Current
- Enhanced system performance by identifying and resolving complex technical issues.
- Mentored junior team members in technical concepts and skills development, fostering a culture of continuous learning within the organization.
- Enhanced user satisfaction with IT services through timely issue resolution and proactive communication.
- Delivered comprehensive technical support to end-users, ensuring minimal downtime and swift issue resolution.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Assessed and ensured prompt escalation of required tasks to the responsible teams when necessary.
Customer Service Agent
Entain
09.2019 - 09.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Handled up to 5 ongoing conversations through direct chat.
- Maintained target resolution rates for emails and met needed response time for respective priorities.
- Responded proactively and positively to rapid change when updating from CRM to Zendesk.
Education
High School Diploma -
St. Patrick's College
County Cavan, Ireland 04.2001 -
Skills
Customer service
LiveChat messaging
Attention to detail
Language fluency
Problem-solving aptitude
Task prioritization
Timeline
IT Technical Analyst
Akkodis
06.2022 - Current
Customer Service Agent
Entain
09.2019 - 09.2022
High School Diploma -
St. Patrick's College
04.2001 -
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