Gabriela Lazarova
Sofia
Summary
Results-oriented Marketing Specialist driven to develop successful campaigns and product marketing plans that satisfy clients and meet demanding objectives. First-rate attention to detail and creative mindset. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
8
8
years of professional experience
Work History
CRM Marketing Specialist
Blue Star Planet
04.2024 - Current
- Analyze and fully segment the customer base in order to deliver effective marketing communications to all customers segments the brand.
- Delivery of CRM campaigns: create load and test HTML emails and follow up on campaign performance.
- Follow up with execution of monthly reports on CRM activity: track response, traffic, click-thoughts and other key metrics to evaluate the effectiveness and offering advice and guidance on optimization.
- Monitor customer activity on daily basis, provide them with targeted offers with the goal to maximize their activity.
- Manage and promote marketing projects while working with numerous operational interfaces such ad the branding, product and compliance teams.
- Managing promotions execution from A to Z operational set up, configuration, review marketing materials, quality assurance and deep understanding of the campaign management systems and operations.
- Increased brand awareness by developing and implementing targeted marketing campaigns.
- Streamlined communication processes, leading to improved collaboration between departments.
- Collaborated with creative teams to develop visually appealing marketing materials for print and digital channels.
- Boosted lead generation through the creation of engaging content for social media platforms.
Marketing Intern
Digital mind EOOD
01.2023 - 02.2023
- Implemented successful marketing plans and projects, working closely with the Brand Manager;
- Maintained brand awareness and executed effective campaigns;
- Executed Google campaigns;
- Analysed market trends and demand to develop accurate pricing strategies.
- Tracking and monitoring of advertising activity;
- Assisted in marketing budget management by tracking all expenses and invoices.
- Improved SEO and drove website traffic;
- Provided exceptional customer service;
Quality Assurance Specialist
GlobalTech Markets EOOD
12.2023 - 03.2024
- Created training materials and operating manuals to provide didactical guide and clear instructions of quality assurance.
- Detailed review of rated communications, reporting on volumes of rated communications, further distribution of results and trends, assessment of negative reviews, detailed record of reviews, posts, and comments;
- QA thorough review of communications, providing feedback and building development plan, case study, internal escalations monitoring and review;
Quality Assurance Specialist
Mansion Technology and Operations Centre
11.2022 - 11.2023
- Monthly quality checks of all MAOPs customer support employees;
- Business level reporting, focus on main gambling reputation forums;
- Focus on main gambling reputation forums - Trust pilot, Ask gamblers, Google apps.
- Social media channels review - Facebook, Twitter, Instagram
- Building strategies to attract more positive reviews and ensure higher scoring on social platform and forums.
- In depth research of negative reviews, offering tools and mechanics to improve service and overall customer experience.
- Detailed review of rated communications, reporting on volumes of rated communications, further distribution of results and trends, assessment of negative reviews, detailed record of reviews, posts, and comments;
- QA thorough review of communications, providing feedback and building development plan, case study, internal escalations monitoring and review;
- Case study - detailed review of cases with crucial business impact. Internal escalations - monitoring and review of business risk cases.
Customer Support Expert with Italian and English
Mansion Technology and Operations Centre
09.2019 - 12.2022
- Mainly focused on chat, phone, and email communication with clients,
- Presenting outstanding benefits of the service and the company, building and maintaining trustworthy relationships with customers,
- Working closely with QA process
Interpreter
European Polytechnic University
09.2016 - 01.2021
- Translating for foreign students
- Work in administration
- Assistance in preparing programs for foreign students
Education
Marketing Management, Master's degree -
New Bulgarian University
2024
Italian philology, Bachelor's degree -
Sofia University "St. Kliment Ohridski"
07.2020
105 "Atanas Dalchev", Secondary school -
05.2015
Skills
- Excellent knowledge of MS Office products
- Excellent computer skills
- Excellent organizational skills
- Marketing campaign management
- CRM software proficiency
- Social Media Strategy
- Google Analytics
- Team player
- Strong phone/chat contact handling skills and active listening
- Ability to multi-task, prioritize and manage time effectively
- Strong experience in QA process
- Attention to detail
- Customer orientation and ability to respond to different types of characters
- Strong problem-solving abilities
Languages
Bulgarian
Native language
Italian
Proficient
C2
English
Proficient
C2
Timeline
CRM Marketing Specialist
Blue Star Planet
04.2024 - Current
Quality Assurance Specialist
GlobalTech Markets EOOD
12.2023 - 03.2024
Marketing Intern
Digital mind EOOD
01.2023 - 02.2023
Quality Assurance Specialist
Mansion Technology and Operations Centre
11.2022 - 11.2023
Customer Support Expert with Italian and English
Mansion Technology and Operations Centre
09.2019 - 12.2022
Interpreter
European Polytechnic University
09.2016 - 01.2021
Marketing Management, Master's degree -
New Bulgarian University
Italian philology, Bachelor's degree -
Sofia University "St. Kliment Ohridski"
105 "Atanas Dalchev", Secondary school -
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