Summary
Overview
Work history
Education
Skills
Languages
Certification
Affiliations
Timeline
Generic

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

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Gabriela Koleva