Computer Science, Games, Fitness
David Nikolov
Customer Service Representative Fintech
Sofia,BG
Summary
Driven by a commitment to customer service excellence and adept in CRM software, I significantly enhanced customer satisfaction and online safety at Telus Digital. Leveraging skills in data management and Microsoft Excel, I also contributed to production efficiency and quality control at Lerøy Midnor Seafood Group, consistently exceeding targets.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Western Union Customer Representative
Telus Digital
07.2024 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
- Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.
- Maintained accurate records of all client interactions through diligent use of CRM systems, allowing for targeted follow-ups and efficient customer history referencing.
- Assisted customers in navigating company website features, leading to increased online sales conversions.
- Managed difficult customer interactions calmly and effectively, reducing escalation levels and maintaining company reputation.
- Handled high call volumes efficiently without sacrificing quality of interaction or resolution success rate.
- Consistently met or exceeded performance metrics while maintaining a focus on delivering outstanding client care.
- Educated customers about billing, payment processing and support policies and procedures.
Snapchat Agent Content Review
Telus Digital
05.2021 - 07.2024
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Collaborated with cross-functional teams to develop comprehensive content guidelines and policies.
- Reduced response time for content review, ensuring a safer online environment for users.
Salmon Production Line
Lerøy Midnor Seafood Group
01.2018 - 08.2018
- Followed instructions to make products in line with customer specifications.
- Collaborated with other production workers to achieve smooth running of production line.
- Exceeded production targets consistently through focused attention on task completion without compromising quality assurance measures.
- Prioritized tasks to meet personal and team production targets.
- Enhanced product quality with thorough visual inspections and adherence to company standards.
- Collaborated effectively with quality control teams to address any defects or inconsistencies found during inspections promptly.
- Increased productivity through effective time management skills, prioritizing tasks based on urgency and importance.
- Communicated with supervisor regarding production line issues and needed repairs for fast resolution.
- Assisted quality assurance by inspecting items and removing defective parts.
- Packaged and labeled products using automated equipment.
- Trained new employees by demonstrating operation of production line machinery.
- Followed safety protocols to prevent accidents and injuries to self and colleagues.
Assistant Herd Manager (Apprentice)
Lerøy Midnor Seafood Group
01.2017 - 01.2018
- Enhanced the overall gene pool by selecting superior animals for breeding and eliminating those with undesirable traits.
- Developed a comprehensive breeding program for optimal animal health, resulting in higher-quality offspring.
- Collaborated with veterinarians to develop effective health protocols, promoting optimal fertility and minimizing birth defects.
- Monitored animal health closely, ensuring prompt medical attention and vaccinations to prevent diseases.
- Kept records of animal health, medical treatment and injections and growth progress.
Education
High School Diploma -
Guri Kunna Videregående
Frøya, Norway 04.2001 -
Skills
Customer service excellence
Technical support
CRM software
Data management
Language fluency
Live chat support
Call handling
Data entry
Microsoft Excel
Microsoft PowerPoint
Spreadsheets
Microsoft outlook
Interests
Timeline
Western Union Customer Representative
Telus Digital
07.2024 - Current
Snapchat Agent Content Review
Telus Digital
05.2021 - 07.2024
Salmon Production Line
Lerøy Midnor Seafood Group
01.2018 - 08.2018
Assistant Herd Manager (Apprentice)
Lerøy Midnor Seafood Group
01.2017 - 01.2018
High School Diploma -
Guri Kunna Videregående
04.2001 -
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