Kristiyan Milanov

• Manage large amounts of inbound and outbound calls in a timely manner Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way Frequently attend educational seminars to improve knowledge and performance level Meet personal/team qualitative and quantitative targets

Monitor incoming and existing workloads to ensure support reps are following the expected Service level goals.

Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions.

Collaborating with engineering and development team, domain experts (SME6s) and escalation managers to evaluate and identify optimal cloud solutions.

Handle customer complaints and work towards resolving them in a fair and timely manner. Empathizing with customers, actively listen to their concerns, and strive to find appropriate solutions or alternatives to rectify any negative experiences.

Communicating with clients about issues and resolutions, such as providing troubleshooting assistance to customers over the phone.

Assist in training junior Customer Support Representatives

• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
• Mentored junior members of the team on best practices in issue resolution techniques.
• Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
• Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
• Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
• Performed root cause analysis of reported issues to enact corrections.
• Provided advanced technical support for Microsoft Azure services, focusing on Virtual Machines (IaaS), and Storage solutions, including Blob, File, and Disk Storage.
• Diagnosed and resolved complex issues related to VM performance, provisioning, availability, backup, and disaster recovery in enterprise and hybrid environments.
• Troubleshot Azure Storage issues such as latency, connectivity, data replication, and access control, ensuring data integrity, and business continuity.
• Collaborated with cross-functional teams and escalation engineers to resolve Tier 2/3 incidents efficiently, reducing downtime, and improving customer satisfaction.