Desislava Andreeva
Varna,03
Summary
Adept at queue management and showcasing exceptional communication skills, I significantly enhanced customer satisfaction and service levels at Sitel/Foundever Bulgaria EOOD. My ability to adapt and efficiently resolve issues, coupled with a talent for workforce management, has consistently driven team success and improved operational efficiency.
Overview
6
6
years of professional experience
Work History
Sales Associate
Art Spirit 13 OOD
05.2019 - 07.2019
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Solved customer challenges by offering relevant products and services.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Monitored customers for signs of security concerns and escalated issues to management.
- Prioritized helping customers over completing other routine tasks in store.
Assistant - Confectioner in a Cake Factory
Zaharo OOD
07.2019 - 09.2019
- Decorating sweets and cakes
- Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
- Developed new recipes and flavor combinations to enhance customer dining experience.
- Assisted with main processes for making the cakes.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Sales Consultant
Zaharo ODD
03.2020 - 03.2020
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Followed up with existing customers to provide additional support and address concerns.
- Provided sales and customer service assistance to walk-in traffic
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
Waitress
Nida 2009 OOD
11.2020 - 01.2021
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Used cash registers and credit card machines to cash out customers.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Processed orders and sent to kitchen employees for preparation.
- Answered customers' questions, recommended items, and recorded order information.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
Customer Support Executive
Sitel/Foundever Bulgaria EOOD
11.2020 - 11.2021
- Listened to customers' questions and concerns to provide answers or responses.
- Assigned and designated job territories to customer care staff according to performance and history.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved accounting, service and delivery concerns.
- Handled escalations on phone and email in an escalation team.
Workforce Real Time Analyst
Sitel/Foundever Bulgaria EOOD
11.2021 - Current
- Optimized schedules, forecasts and other tools to present to management.
- Managed real-time inbound call traffic across multiple contact center locations.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Created training materials for new employees to provide information about attendance guidelines.
- Produced and updated documents, reports, and tracking spreadsheets using Excel, eWFM and Aurora.
Education
Certificate - UI Design
Soft Uni Creative
Sofia, Bulgaria03-2022
High School Diploma -
SU Ivan Vazov
Pomorie, Bulgaria05-2020
Skills
- Queue management
- Soft skills
- Setting schedules
- Maintaining service levels
- Resolving issues
- Workforce management tools
- Problem-solving abilities
- Adaptability
- Communication Skills
- Customer service background
- Escalation management
- Well-organized
- Multitasking Abilities
Languages
Bulgarian
Native language
English
Advanced
C1
Software
Citrix
EWFM
Pulse
Zen - desk
Slack
Outlook
Teams
Aurora
SMC
Excel
Timeline
Workforce Real Time Analyst
Sitel/Foundever Bulgaria EOOD
11.2021 - Current
Waitress
Nida 2009 OOD
11.2020 - 01.2021
Customer Support Executive
Sitel/Foundever Bulgaria EOOD
11.2020 - 11.2021
Sales Consultant
Zaharo ODD
03.2020 - 03.2020
Assistant - Confectioner in a Cake Factory
Zaharo OOD
07.2019 - 09.2019
Sales Associate
Art Spirit 13 OOD
05.2019 - 07.2019
Certificate - UI Design
Soft Uni Creative
High School Diploma -
SU Ivan Vazov
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