Boris Shekerov
Sofia
Summary
Experienced Customer Support Manager professional bringing 18+ years of quality performance in related roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
17
17
years of professional experience
Work History
CS Manager
Kaizen Gaming
01.2021 - 09.2023
- Recruited, hired and trained personnel from scratch to a team of 28 people in less than 6 months
- Performed quality control and monitored work performance standards.
- Managed, documented and communicated job changes to appropriate parties.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Managed, developed and trained staff, established and monitored goals, conducted performance reviews.
Customer Support Manager
Comstream
02.2019 - 08.2019
- Researched complex problems and resolved issues using knowledge and level of access
- Responsible for team of 8 agents
- Analyzed reports, surveys and vendor relations and improved first call resolution through direct communication with clients
- Improved operational efficiency by effectively managing call logs, invoicing data and resolving customer issues
- Strong organizational leadership and crisis management
Customer Relations Manager
IGSoft
10.2017 - 01.2018
- Provide excellent and proactive B2B customer approach
- Track and follow up on customer queries with internal and external parties/partners
- Manage and communicate Pre/Post version release process
- Prepare bi-weekly/monthly statistics for Live Issues and Resolution/Closure Ratio
- Prepare periodical reports and communicate to Management and customers
Head of IT Interactive Support at EGT Interactive
EGT Interactive
05.2015 - 08.2017
- Managing daily running of support, including sourcing equipment, effective resource planning and implementing call centre strategies and operations
- Responsible for team of 10 agents
- Setting and meeting performance targets for speed, efficiency and quality;
- Resolved customer issues and concerns quickly to promote better service and keep lines moving
Software Maintenance, Manager on Shift
Scarlet O'Hara Inc
10.2006 - 05.2014
- Tech support
- Troubleshooting company software
- Direct communication with customers through various channels
- Implemented marketing initiatives, including online advertising to generate interest from individuals and businesses
Education
Bachelor of Administrative Studies - Sports Management
2022
Sept 2016 - current National Sports Academy "Vasil Levski" Bachelor
Bachelor - Philosophy
2003
High School Diploma -
1999
Skills
- Customer Management
- Team Management
- Team Leadership
- Sports betting and grading
- Various SaaS products and providers
- KYC and Quality Control
- Online Casinos and Poker Facilities
- LiveChat, Zopim, Kayako, Admin in ZenDesk
- Account management
- MS Office proficiency
- Staff education and training
- Schedule management
Timeline
CS Manager - Kaizen Gaming
01.2021 - 09.2023
Customer Support Manager - Comstream
02.2019 - 08.2019
Customer Relations Manager - IGSoft
10.2017 - 01.2018
Head of IT Interactive Support at EGT Interactive - EGT Interactive
05.2015 - 08.2017
Software Maintenance, Manager on Shift - Scarlet O'Hara Inc
10.2006 - 05.2014
National Sports Academy Vasil Levski - Bachelor of Administrative Studies, Sports Management
Sofia University St. Kliment Ohridski - Bachelor, Philosophy
English Language High School - High School Diploma,
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