Ivanela Yordanova
Sofia
Overview
3
3
Languages
8
8
years of post-secondary education
23
23
years of professional experience
Work history
Expert in Contact Center and Digital Service
POSTBANK
Sofia
2025.05 - 2026.07
- Customer service through phone, email, and social media
- Resolving customer inquiries and issues effectively and quickly
- Maintaining a high level of customer satisfaction
- Managing multiple communication channels in real timeMonitoring performance and service quality metrics
- Collaborating with other departments to resolve complex casesPreparing reports and analyses for management needs
- Updating databases and customer relationship management systems
Engineer at NOC A1 Austria
A1 BULGARIA
Sofia
2023.10 - 2025.04
- Proactively identifying potential issues through regular analysis of monitoring data, facilitating timely resolution efforts.
- Enhancing monitoring accuracy by implementing advanced data analysis techniques and tools.
- Training new hires on monitoring procedures, contributing to increased team efficiency.
- Contributing to the development of automated systems that streamline workflow processes and improve productivity levels in the department.
- Evaluating system performance by conducting routine checks and maintenance tasks.
Online and Complaints Specialist
AL BULGARIA
Sofia
2022.09 - 2023.09
- Cultivated strong relationships with clients through excellent communication skills and genuine concern for their needs, leading to increased client retention rates over time.
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Collaborated with team members to develop new strategies for improving service quality and efficiency.
Administrative Support of Mobile and Fixed network
AL BULGARIA
Sofia
2019.11 - 2022.08
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance to call center teams and shops.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Coordinated with internal teams, shops, and internal VIP clients
- Supervising call center during night shifts
Technical Support
MTEL/ A1 BULGARIA
Sofia
2017.09 - 2018.10
- Reduced downtime and increased productivity by providing timely technical support to end users.
- Coordinated with engineering staff to provide 24/7 technical support.
- Delivered high-quality technical support, resolving complex issues promptly and efficiently.
- Boosted overall team performance through technical support and training to end users.
- Improved client satisfaction by providing timely and efficient on-site technical support.
- Provided technical support to end users in a variety of industries, involving fuels or other petroleum-based products.
English Teacher
PRIVATE LANGUAGE CENTER GALAXY
Sofia
2005.12 - 2017.08
- Developed innovative lesson plans to engage students in English language learning.
Insurance Agent in Call Center
ALLIANZ BULGARIA
Sofia
2003.11 - 2005.01
- Maintained high standards of customer service by building relationships with clients.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Educated clients on insurance policies and procedures.
Education
Bachelor of Science - Political Science
SOFIA UNIVERSITY ST. KLIMENT OHRIDSKI
Sofia 2002.10 - 2006.06
High School Diploma - English language
56 HIGH SCHOOL KONSTANTIN IRECHEK
Sofia 1997.09 - 2002.06
Skills
- REMOTE SUPPORT
- SOFTWARE INSTALLATION
- INCIDENT MANAGEMENT
- APPLICATION SUPPORT
LANGUAGES
BULGARIAN
Native
ENGLISH
Advanced
SPANISH
Elementary
Timeline
Expert in Contact Center and Digital Service
POSTBANK
2025.05 - 2026.07
Engineer at NOC A1 Austria
A1 BULGARIA
2023.10 - 2025.04
Online and Complaints Specialist
AL BULGARIA
2022.09 - 2023.09
Administrative Support of Mobile and Fixed network
AL BULGARIA
2019.11 - 2022.08
Technical Support
MTEL/ A1 BULGARIA
2017.09 - 2018.10
English Teacher
PRIVATE LANGUAGE CENTER GALAXY
2005.12 - 2017.08
Insurance Agent in Call Center
ALLIANZ BULGARIA
2003.11 - 2005.01
Bachelor of Science - Political Science
SOFIA UNIVERSITY ST. KLIMENT OHRIDSKI
2002.10 - 2006.06
High School Diploma - English language
56 HIGH SCHOOL KONSTANTIN IRECHEK
1997.09 - 2002.06