Elina Valcheva
Sofia
Summary
Hardworking and passionate Quality Assurance professional, experienced in developing quality strategies, procedures, and processes.
Proven experience and proficiency in QA operations, operational improvements and policies.
Committed to thoroughly assessing product quality and manufacturing processes to achieve excellent results and customer satisfaction.
Overview
12
12
years of professional experience
Work History
B2B Account Manager
Global Tech Markets
09.2023 - 03.2024
- Onboarding and managing specific portfolio of B2B clients
configuring required products, addressing customer queries, and monitoring daily performance against established KPIs - Proactive problem-solving and clear communication were essential, ensuring swift resolution of any issues that arose
- Establishing strong client relationships depended on various factors, including:
Daily interactions providing clear information and estimated timelines for projects
conducting weekly meetings
Quality Assurance Team Lead
GlobalTech Markets
04.2022 - 08.2023
- Establishing targets, processes, and overall team's framework
- Regular calibration sessions, discussing reported cases and questions
- Determining metrics, internal procedures, and all pertinent processes not only honed analytical and leadership abilities but also streamlined internal operations and facilitated the adoption of essential tools to attain the set goals
- Registered improvement in QA scores and agents' performance, which resulted in high-quality service delivered
Customer Support Trainer
Delasport
09.2021 - 04.2022
- As a Customer Support Trainer, I was responsible for the Onboarding training of new Customer agents, creating and maintaining up-to-date all the processes and necessary materials for the day-to-day work of the Customer Support Team
- Providing regular reports to Management on overall performance
- Optimizing tools and training materials
Senior L&D Specialist
Ventures Lab
11.2020 - 08.2021
- Developed customized e-learning modules to accommodate diverse learning styles and schedules
- Evaluated the effectiveness of training programs through participant feedback and performance metrics
- Managing and enhancing efficient QA processes and metrics
- Daily monitoring improving the QA Database, for both automated and manual processes
- Analyzing and reporting stats and achieving results to Management.
Quality Assurance
Fusemedia
05.2018 - 10.2020
- I held additional responsibilities as a Trainer for almost two and a half years, covering both Italian and English languages
- Apart from my daily QA responsibilities, I proactively contributed to optimizing existing internal procedures and suggested new ones to enhance overall performance and reduce chat handling time.
Customer Support Representative Italian & English
William Hill
03.2015 - 10.2018
- Acquired experience as a Customer Support Representative for various casino, poker, and sports platforms
- Successfully resolved customer inquiries and complaints, contributing to high customer satisfaction rates
- Achieved established business Key Performance Indicators (KPIs) and collaborated with cross-functional teams to ensure timely resolution to customer queries.
Quality Assurance
SBtech
03.2018 - 05.2018
- Conducting regular reviews of chats, emails and phone calls on daily, weekly and monthly basis
- Identifying mistakes and eventual improvement areas
- Regular agent performance meetings and additional trainings
- Delivering reports and statistics on Management
- Oversaw quality assurance protocols to optimize designs.
Customer Support Representative Italian & English
CSMS
08.2012 - 09.2014
- Acquired experience as a Customer Support Representative for various casino, poker, and sports platforms
- Successfully resolved customer inquiries and complaints, contributing to a high customer satisfaction rate
- Achieved established business Key Performance Indicators (KPIs) and collaborated with cross-functional teams to ensure timely resolution to customer queries.
- Contributed ideas and practical solutions to support process improvement efforts
Education
Travel and Tourism Management -
Sapienza Università Di Roma
Rome, Italy 02.2010 -
Business Studies and correspondent of Foreign Languages - undefined
Commercial Technical Institute "Emanuela Loi"
09.2005 - 07.2009
Skills
Analytical problem solver
Multitasking
Time Management
Analytical Skills
Decision-Making
Editing and proof
Operating Procedures and Policies
Teamwork and Collaboration
Interpersonal Skills
Attention to Detail
Details
Sofia, Bulgaria, 0894043913, elinavalcheva@gmail.com
Timeline
B2B Account Manager
Global Tech Markets
09.2023 - 03.2024
Quality Assurance Team Lead
GlobalTech Markets
04.2022 - 08.2023
Customer Support Trainer
Delasport
09.2021 - 04.2022
Senior L&D Specialist
Ventures Lab
11.2020 - 08.2021
Quality Assurance
Fusemedia
05.2018 - 10.2020
Quality Assurance
SBtech
03.2018 - 05.2018
Customer Support Representative Italian & English
William Hill
03.2015 - 10.2018
Customer Support Representative Italian & English
CSMS
08.2012 - 09.2014
Travel and Tourism Management -
Sapienza Università Di Roma
02.2010 -
Business Studies and correspondent of Foreign Languages - undefined
Commercial Technical Institute "Emanuela Loi"
09.2005 - 07.2009