Ivan Kiskinov
Sofia
Summary
Committed to ensuring customer satisfaction through exceptional service and unmatched support. Possess strong proficiency in utilizing customer service best practices and exploring effective solutions to address customer needs. Skilled in oral and written communication, active listening, and analytical problem-solving as a Customer Service Representative. Deliver outstanding results by employing service-oriented behaviors and understanding customer desires. Enhance customer experiences and build loyalty through customized solutions. Contribute to increased profitability and drive business results through knowledge of service delivery and proven multitasking abilities.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Sutherland
08.2023 - 09.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Front Office Receptionist
Alp'Azur Hotels
11.2023 - 03.2024
- Reduced wait times for callers, promptly answering phone lines and directing calls as needed.
- Maintained clean reception area to promote positive, professional environment for clients.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Maintained a high level of professionalism while handling sensitive customer information, ensuring privacy and confidentiality.
Front Desk Receptionist
Alp'Azur Hotels
11.2022 - 04.2023
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Collected room deposits, fees, and payments.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Developed strong working relationships with team members, fostering a positive work environment.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
Front Desk Receptionist
Alp'Azur Hotels
11.2022 - 04.2023
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Routed incoming mail and messages to relevant personnel without delay.
- Operated multi-line telephone system to answer and direct high volume of calls.
Front Desk Receptionist
Alp'Azur Hotels
05.2022 - 09.2022
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Compiled and submitted daily reports on front desk activities, offering insights for process improvements.
- Improved communication flow by establishing daily briefing for front desk and administrative staff.
Front Desk Receptionist
Relais & Chateaux
05.2021 - 09.2021
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
Front Desk Receptionist
Relais & Chateaux
06.2020 - 09.2020
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
- Routed incoming mail and messages to relevant personnel without delay.
Front Desk Receptionist
Relais & Châteaux
11.2019 - 03.2020
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
Front Desk Receptionist
Relais & Chateaux
05.2019 - 09.2019
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
Education
PGRE GEORGI SAVA RAKOVSKI
Burgas05.2019
Skills
- Office Operations
- Customer Service Representatives
- Office Administration
- Customer Service Operations
- Customer Support
- Receptionist Duties
- Front Office Operations
- Customer Service
- Telephone Reception
- Problem-solving abilities
- Critical Thinking
- Active Listening
- Data Entry
- Customer Relations
- Call center experience
- Client Relations
- Customer satisfaction measurement
- Call Center Operations
Languages
French
Advanced (C1)
English
Advanced (C1)
Bulgarian
Advanced (C1)
Russian
Elementary (A2)
Timeline
Front Office Receptionist
Alp'Azur Hotels
11.2023 - 03.2024
Customer Service Representative
Sutherland
08.2023 - 09.2024
Front Desk Receptionist
Alp'Azur Hotels
11.2022 - 04.2023
Front Desk Receptionist
Alp'Azur Hotels
11.2022 - 04.2023
Front Desk Receptionist
Alp'Azur Hotels
05.2022 - 09.2022
Front Desk Receptionist
Relais & Chateaux
05.2021 - 09.2021
Front Desk Receptionist
Relais & Chateaux
06.2020 - 09.2020
Front Desk Receptionist
Relais & Châteaux
11.2019 - 03.2020
Front Desk Receptionist
Relais & Chateaux
05.2019 - 09.2019
PGRE GEORGI SAVA RAKOVSKI
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