Gabriela Koleva
Sofia,Bulgaria
Summary
Highly skilled professional with expertise in Microsoft Office and POS systems, adept at effective verbal articulation and email correspondence. Bilingual with a client-focused approach, demonstrating resilience to stressful situations and a positive disposition. Proven ability in cash handling and administrative support, aiming to leverage skills in a dynamic work environment.
Overview
6
6
years of professional experience
1
1
Certification
Work history
Accountant settling insurance policies
GENERAL BROKERS CLUB
Sofia , Bulgaria
09.2023 - Current
- Achieved streamlined operations by implementing efficient accounting systems.
Customer service representative
Alorica Bulgaria
Sofia, Bulgaria
11.2023 - 05.2025
- Contributed towards achieving store targets whilst ensuring adherence to service standards.
- Enhanced communication channels through regular updates on company policies and promotions.
- Participated in team meetings sharing best practices for improving service delivery.
- Deescalated tense situations tactfully, maintaining professionalism at all times.
- Conducted frequent follow-ups to ensure complete resolution of issues and overall customer satisfaction.
- Delivered excellent service with timely problem resolution.
- Boosted customer satisfaction by resolving complex queries swiftly.
- Maintained updated knowledge of product offerings to provide accurate information to customers.
- Managed email correspondences efficiently, enhancing response time significantly.
- Resolved technical issues promptly, minimising disruption for customers.
- Mastered use of internal software tools, improving work speed considerably.
- Managed inbound calls for a seamless customer experience.
- Developed personalised solutions to ensure customer satisfaction at all times.
- Trained new team members, ensuring high-quality customer support.
- Coordinated with other departments to resolve cross-functional issues.
- Handled complaints effectively, resulting in increased loyalty from customers.
- Fostered positive relationships with customers using empathetic communication skills.
- Participated in weekly team meetings, driving continuous improvement initiatives.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Assisted customers with varying questions using product knowledge and service expertise.
- Adhered strictly to policies and procedures for continued company compliance.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Processed high-value payments with meticulous accuracy.
- Obtained feedback from customers to improve service experience.
- Recorded information about inquiries and complaints within internal database.
- Followed scripts when answering common customer questions.
- Implemented customer follow up to uphold service standards.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Answered 30+ telephone calls per day with professionalism.
Accountant settling insurance policies
GENERAL BROKERS OOD
Sofia, Bulgaria
07.2022 - 09.2023
Accountant settling insurance policies
BK international EOOD
Sofia, Bulgaria
06.2022 - 07.2022
- Followed strict guidelines on anti-money laundering regulations during daily tasks.
- Offered comprehensive financial advice for better money management.
Administrator/Receptionist
S.B. Royals OOD
Sunny Beach, Bulgaria
06.2019 - 08.2019
- Provided administrative support to team members which resulted in seamless operations.
- Fostered positive working environment through polite reception of visitors and efficient handling of their requests.
- Enhanced customer service with prompt assistance to visitors and colleagues alike.
- Streamlined office workflow by managing and distributing information within the office.
- Maintained professionalism whilst dealing with sensitive information, resulting in increased trust from clients.
- Oversaw maintenance issues, promptly addressing any concerns that arose.
- Facilitated client satisfaction through professional handling of complaints and feedback.
- Interacted with customers professionally by phone, email and in-person to deliver accurate service information.
- Managed external queries, engaging with clients face-to-face, by phone and through email.
- Represented front of house services, maintaining polished, professional appearance to uphold company image.
- Collaborated with housekeeping to run and maintain 545 rooms+ capacity building.
- Handled 500+ reservations each week with the company software in line with company procedures.
- Sorted and organized different types of information by document type, personnel or location.
Education
Master of Business Administration - Economics
University of national and world economy
Sofia, Sofia-Capital 09.2025 -
Middle school
32nd High School
Sofia, Sofia-Capital 09.2009 - 06.2016
Diploma of Higher Education - High school
127th High School
Sofia, Sofia-Capital 09.2016 - 06.2021
Bachelor of Business Administration - Business administration
Business School, BOTEVGRAD
Sofia, Sofia-Capital 09.2021 - 12.2025
Skills
- Effective verbal articulation
- Microsoft suite expertise
- Email correspondence expertise
- Bilingual or multilingual
- Patient attitude
- Resilience to stressful situations
- Pressure handling
- Positive disposition
- Client-Focused approach
- Cash handling
- POS Systems
- Microsoft Office
- Basic computer knowledge
- Administrative support
Languages
English
Fluent
Bulgarian
Proficient (C2)
Italian
Elementary
Spanish
Elementary
Russian
Elementary
Certification
I have earned a certificate back in school for basic IT knowledge.
Also have an Erasmus certificate for studying abroad.
Affiliations
I love traveling around the world and looking into the different cultures.
I also love meeting new people.
Love all and any animals, no matter the size or species.
Timeline
Master of Business Administration - Economics
University of national and world economy
09.2025 -
Customer service representative
Alorica Bulgaria
11.2023 - 05.2025
Accountant settling insurance policies
GENERAL BROKERS CLUB
09.2023 - Current
Accountant settling insurance policies
GENERAL BROKERS OOD
07.2022 - 09.2023
Accountant settling insurance policies
BK international EOOD
06.2022 - 07.2022
Bachelor of Business Administration - Business administration
Business School, BOTEVGRAD
09.2021 - 12.2025
Administrator/Receptionist
S.B. Royals OOD
06.2019 - 08.2019
Diploma of Higher Education - High school
127th High School
09.2016 - 06.2021
Middle school
32nd High School
09.2009 - 06.2016