Lukanova Mariya
Manager Customer Care
Summary
Motivated customer service team member eager to streamline operating procedures to maximise team efficiency and customer satisfaction. Specialises in quality, speed and performance improvements
Overview
18
18
years of professional experience
7
7
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Customer Care Manager
Vivacom
Sofia, 22
01.2011 - Current
- Managing a team of 50 Customer Service Representatives, Senior Representatives, Experts and Supervisors in the CS Department
- Responsibility for meeting performance targets for speed, efficiency, and quality
- Project Management
- Customer experience overview, analysing customers' needs and developing new approaches for positive CX
- Handled negotiations with outside vendors and service agencies to meet group needs.
- Optimised customer service strategy to focus on priority customers, boosting repeat purchases
- Represented organisations at seminars, conferences and business events.
- Developed organisational policies for administrative oversight and internal controls.
- Resource planning of daily activities like customer queries and complaints, delivering excellent customer experience, resolving specific cases, analysis of commission and internal audits, administration of customer contracts for modification/activation of services
- Implementing customer experience strategies and operations
- Up to date knowledge of company policies and procedures
- GDPR trainings
- Monitoring complaints and TNPS feedback to improve quality
- Carrying out needs of assessments, performance reviews and KPIs
- Recruitment coordination - adverts, job descriptions, interviews
- Mentoring Internship programs
- UAT for different projects and new services
Customer Service Support Specialist and Coordinator
VIVATEL
11.2006 - 01.2011
- PA to Head of Customer Service
- Responsible for recruitment process, organizing events and meetings, business trips and coordinating trainings, making accounting reports and dealing with financial institutions, interacting with other departments of the company
- Ordering office supplies, preparing presentations, procedures, etc.
Translator
Doli Media Studio
09.2006 - 06.2009
- Translating English movies and series for different TV Channels
Education
MBA - Business Administration
International Business School
01.2010 - 04.2011
Bachelor's degree - Project Management
International Business School
01.2004 - 04.2009
ITIL Foundation CertificateITIL Service Lifecycle - Service OperationPractical Accountancy CourseCoaching sessionsMentoringInterview managementExcel Advance - undefined
Skills
Competencies and InterestsCommunication and negotiation skills, self-confident, organized, honest, reliable, and positive person Innovative, ready for challenges and motivated for new opportunitiesComputer SkillsMS Office, Siebel, SAP, Teleopti, Business oracle, Infinys
Training programmes
Customer care
Exceptional customer service
Excellent communicator
Team player
Complaint management
Additional Information
Accomplishments
Member of Key Employees Program
Three times Excellent and Top performer of the year
Certification
Certified Associate in Project Management
Timeline
Customer Care Manager
Vivacom
01.2011 - Current
MBA - Business Administration
International Business School
01.2010 - 04.2011
Customer Service Support Specialist and Coordinator
VIVATEL
11.2006 - 01.2011
Translator
Doli Media Studio
09.2006 - 06.2009
Bachelor's degree - Project Management
International Business School
01.2004 - 04.2009