Damyan Petrov
Customer Experience Team Leader
Plovdiv,16
Summary
Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations. Adept at analyzing data to identify trends and developing strategies to improve efficiency. Team Leader experience in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
6
6
years of professional experience
13
13
years of post-secondary education
2
2
Languages
Work History
Service Delivery Advisor
Foris Europe
03.2024 - Current
- Mitigated potential risks associated with project implementations by developing contingency plans and closely monitoring progress against established milestones.
- Actively participated in industry conferences and professional networking events to stay abreast of emerging trends and technologies relevant to service delivery management.
- Spearheaded cross-functional teams in the successful execution of complex projects, resulting in improved overall performance.
- Mentored junior team members, providing guidance and support to help them excel in their roles and contribute to the overall success of the department.
Customer Experience Team Leader
Foris Europe
07.2021 - 02.2024
- Instructing, mentoring and training team members to develop robust departmental systems, policies and procedures to sustain a high level of service to all sectors
- Analyzing team results and organizing feedback sessions
- Assisting with schedule drafting and organizing leaves
- Handling interviews of new team members to ensure top talent is being selected
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
Senior Customer Experience Associate
Foris Europe
03.2021 - 06.2021
- Asked customers questions to determine, verify and solve common problems.
- Handling time-sensitive requests of VIP clients
- Assisting CEAs with more complex cases
- Drafted written correspondence and sent electronic information to customers regarding billing information and current promotions.
- Suggested operational improvements to enhance quality, improve production times and reduce costs.
Customer Experience Associate
Foris Europe
06.2020 - 03.2021
- Asked customers questions to determine, verify and solve common problems.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
Bartender
Spindler's
05.2019 - 09.2019
- Crafted special drink and cocktail menu items for seasonal offerings.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Obtained cash bank and stocked service bar to prepare for operation.
- Recruited and trained new bartenders and barbacks to help maintain talented team.
Server / Bartender
Spindler's Restaurant
05.2018 - 09.2018
- Preparing restaurant tables with special attention to sanitation and order
- Attending to customers upon entrance to the restaurant
- Presenting menus, serving and helping customers select food/beverages.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
Education
Professional - Enhacned English Studiyng
SOU "Vassil Levski" High School
Ardino, Bulgaria 09.2010 - 05.2015
Bachelor's degree - Business economics
University of National And World Economy
Sofia, Bulgaria 09.2016 - 05.2020
Master's Degree - International Economics Relations
University of National And World Economy
Sofia, Bulgaria 05.2020 - Current
Skills
Working with MS Office, Internet, multiple communications platforms
Shift Scheduling
Quality Improvement
Employee Evaluation
Team Supervision
Goal Setting
Key Performance Indicators
Teamwork and Collaboration
Leading Team Meetings
Team Motivation
Coaching and Mentoring
Staff Training
People Management
Contacts
damyan.961@gmail.com, +359876960641
Personal Information
- Relocation: Other countries
- Date of Birth: 10/27/96
- Gender: Male
Timeline
Service Delivery Advisor
Foris Europe
03.2024 - Current
Customer Experience Team Leader
Foris Europe
07.2021 - 02.2024
Senior Customer Experience Associate
Foris Europe
03.2021 - 06.2021
Customer Experience Associate
Foris Europe
06.2020 - 03.2021
Master's Degree - International Economics Relations
University of National And World Economy
05.2020 - Current
Bartender
Spindler's
05.2019 - 09.2019
Server / Bartender
Spindler's Restaurant
05.2018 - 09.2018
Bachelor's degree - Business economics
University of National And World Economy
09.2016 - 05.2020
Professional - Enhacned English Studiyng
SOU "Vassil Levski" High School
09.2010 - 05.2015
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