Lora Khawatmi
Sofia
Summary
High level experience with knack for building strong client relationships and managing multiple priorities seamlessly. Combines excellent communication and problem-solving skills to provide exceptional customer.
Hard working with strong organisational skills. Achieve company goals through planning and prioritisation.
Dedicated team player, proactive and hands-on in task completion. Driven to deliver high-quality service and consistent results.
Overview
19
19
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
AR & Collections Accountant
CEVA Logistics
Sofia City
2023.02 - 2026.03
- Ensure cash receipts, incoming and outgoing wires, are recorded on time.
- Collect past due invoices, which is a top priority, and perform account reconciliations and analysis to ensure accuracy.
- Contact customers with past due AR accounts and implement collections procedures as per company policy.
- Contact delinquent customers via telephone and email and maintaining consistent follow up with these accounts in accordance with established performance matrix.
- Review orders over credit limit and respond to inquiries from customers as needed.
- Preparing and placing identified accounts with appropriate legal counsel or third party collection agency.
- Preparing monthly report from SAP
SME Specialist
iCOVER
Sofia
2021.04 - 2023.01
- Working with various teams to ensure accuracy and relevance of content.
- Monitoring KPIs and conducting 1:1 reviews to meet team goals.
- Provide expert advice on subject matter to senior management team.
- Responding to queries from internal teams and working closely with them.
- Identifying areas of process improvements.
- Collaborate closely with colleagues on project work, leading to successful outcomes.
Verification processing agent
iCOVER
Sofia City
2017.11 - 2021.03
- Document Verification: Reviewing and validating IDs, and professional and educational credentials to ensure compliance.
- Background Checks: Confirming employment history, education, and references via phone, email, or online databases.
- Customer Interaction: Communicating with clients via email or phone to resolve queries and obtain additional documentation.
- Data Management: Maintaining accurate records and updating databases to meet security protocols.
Customer Service Specialist
TELUS
2015.10 - 2017.10
- Support players and solving technical & gameplay issues via tickets and chat;
- Provide the best player experience with a case by case player oriented approach;
- Identify trending issues and bugs submitted by players and communicate them to the appropriate teams.
- Work with a passionate team of gamers to give support experience a player to player feel.
- Assisting with account & payment problems.
- Delivering real-time, multilingual help.
- Moderating communities & flagging toxic behavior.
- Supporting launches, updates & live ops
Forex Team Leader Supervisor
BNR MARKETING PRIVATE LIMITED
Sofia City
2014.03 - 2015.10
- Team Leadership: Mentoring, coaching, and developing staff to improve performance.
- Operational Oversight: Managing daily operations, including margin support, trade execution, and client-impacting issues.
- Risk Management: Ensuring adherence to policies and performing quality assessments to mitigate risk.
- Strategy & Growth: Developing and implementing sales strategies to acquire clients and increase company profitability.
- Performance Tracking: Monitoring KPIs and conducting 1:1 reviews to meet team goals.
Account manager Forex
CMSG
Sofia
2013.06 - 2014.03
- Manage client portfolios, analyze financial data, and stay up-to-date on industry news.
- Buy and sell foreign currencies advising, keeping in mind the client’s specific financial goals and risk tolerance.
- Monitor Forex markets, general economic conditions, and geopolitical events that can affect currency prices.
- Provide clients with in-depth market analysis and advice on potential investment opportunities.
- Develop and maintain strong relationships with clients, providing excellent customer service and handling client inquiries and complaints.
Sales consultant & Cashier
Camerans Ltd
Sofia City
2010.05 - 2010.09
- Sales & Service: Welcoming customers, offering product knowledge, and assisting with choices.
- Cashier Duties: Processing purchases, returns, and exchanges quickly and accurately via POS systems.
- Merchandising & Inventory: Re-stocking shelves, folding garments, organizing the sales floor, and assisting with deliveries.
- Store Maintenance: Ensuring fitting rooms are tidy and the store is clean.
- Security: Following loss prevention procedures.
Office Assistant
Navita Ltd
Sofia City
2009.12 - 2010.05
- Administrative Support: Answering phones, responding to emails, greeting clients and visitors, and managing correspondence.
- Document and File Management: Organizing, maintaining, and updating files, records, and databases; performing data entry, photocopying and scanning.
- Scheduling and Coordination: Managing calendars, scheduling appointments, booking travel, and coordinating meetings.
Payment Specialist
UniCredit Bulbank
Sofia City
2008.01 - 2009.09
- Transaction Processing: Managing incoming and outgoing payments, including international transfers and card transactions.
- Card & Digital Payments: Specialized roles for managing electronic card services and digital payment innovations.
- Customer Support: Address client inquiries related to payment processing, providing guidance and troubleshooting assistance to improve customer satisfaction.
- Operational Support: Reconciling accounts and reducing transaction errors.
Payment Specialist Trainee
UniCredit
Sofia City
2007.10 - 2008.01
- Transaction Processing: Managing incoming and outgoing payments, including international transfers and card transactions.
- Card & Digital Payments: Specialized roles for managing electronic card services and digital payment innovations.
- Customer Support: Address client inquiries related to payment processing, providing guidance and troubleshooting assistance to improve customer satisfaction.
- Operational Support: Reconciling accounts and reducing transaction errors.
Education
Master's degree - Business Administration - Management and Leadership
New Bulgarian University
2013.01 - 2015.01
Bachelor's degree - Finance and Credit
Euraasia International University
/2004 - /2009
Skills
- Dispute Resolution
- Customer Satisfaction
- Communication skills
- Problem-solving
- Technical proficiency
- Efficient time management
- Customer focus
- Accounts receivable maintenance
- Calm under pressure
- On-site and telephone customer service
- Goal setting expertise
- Communication excellence
- Knowledge sharing
- Training and Development
Certification
- MS Excel
- Cybersecurity at Work
- LEAN AWARENESS
Languages
Arabic (Native or Bilingual)
Native
Bulgarian (Native or Bilingual)
Fluent
English (Professional Working)
Advanced (C1)
Timeline
AR & Collections Accountant
CEVA Logistics
2023.02 - 2026.03
SME Specialist
iCOVER
2021.04 - 2023.01
Verification processing agent
iCOVER
2017.11 - 2021.03
Customer Service Specialist
TELUS
2015.10 - 2017.10
Forex Team Leader Supervisor
BNR MARKETING PRIVATE LIMITED
2014.03 - 2015.10
Account manager Forex
CMSG
2013.06 - 2014.03
Master's degree - Business Administration - Management and Leadership
New Bulgarian University
2013.01 - 2015.01
Sales consultant & Cashier
Camerans Ltd
2010.05 - 2010.09
Office Assistant
Navita Ltd
2009.12 - 2010.05
Payment Specialist
UniCredit Bulbank
2008.01 - 2009.09
Payment Specialist Trainee
UniCredit
2007.10 - 2008.01
Bachelor's degree - Finance and Credit
Euraasia International University
/2004 - /2009