Lyubov Charadzhiyska
Sofia,Bulgaria
Summary
Dynamic, innovative and versatile manager with experience across diverse industries, known for strong decision-making, adaptability, and the ability to inspire loyalty through honest communication and effective persuasion. A citizen of the world with a colourful perspective, driven by a relentless pursuit of challenges and continuous growth.
Overview
19
19
years of professional experience
12
12
years of post-secondary education
Work History
eBay Team Lead – SELL/Payments/Concierge
Foundever
, Bulgaria
12.2022 - 03.2025
- Advisors management – responsible for staff planning, workforce management, shift schedules, leading, motivating and coaching team members
- Oversaw day-to-day operations, ensuring adherence to company standards
- Advisors management – responsible for staff planning, workforce management, shift schedules, leading, motivating and coaching team members. Allocates correct amount of agents and skills according to trend and volume analysis
- Quality and competence management - responsible to monitor customer interactions, analyses the results together with Operation Manager and Mentors, key performance indicators monitoring and analysis
- Reporting and information management - responsible for management of all local escalations with their team, ensures client service provider communication, ensures basic Contact Center procedures and practices adaptation among the teams
- Direct involvement in the Recruitment, selection, induction training and ongoing skills development for all agents, ensuring we are able to attract and retain the very best talent
- Draws up, informs, keeps and publishes the daily agent allocation schedule and effected yearly holiday planning, volume trend evolutions, and other absenteeism like sickness trends
- Continually review and monitor work performance of all associates against agreed KPI's (RESolution, CSAT, AHT, Transfer Rate), instigating appropriate corrective action, using performance management tools, to manage any shortfall
- Undertake performance reviews (SKEP) and 1:1 monthly meetings with each agent, ensuring objectives are continuously reviewed and linked to business KPI's
- Led weekly meetings, providing clear direction on project objectives in order to improve the quality of the operation
- Ensure associates are recognized and rewarded for outstanding achievements/performance in line with company mission and values
- Training and development of people, through a variety of different learning methods including mentoring and coaching
- Keeps the Operations Manager informed about day-to-day operations of the project (main indicators and trends), and where necessary places urgent focus on issues that are at variance with norms and on problem situations
- Supports Operations Manager in identifying areas of improvement in order to reduce cost, increase quality and reduce risk
- Provide clear direction and guidance in the team to ensure consistent achievement of key performance metrics
- Facilitate a culture of open and honest two-way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice
- Build an environment which supports the spirit of teamwork, where associates are committed and loyal
- Coach, develop and motivate associates by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development
- Continuously monitor agent calls in line with operation standards, either via side by side or remote monitoring, across a sample of transaction types, ensuring performance metrics, policy and processes are consistently achieved
eBay Coach / Mentor - SELL
Foundever (Sitel)
, Bulgaria
10.2021 - 12.2022
- Actively participating in agent training, including classroom sessions and COJT (Certification On-the-Job Training)
- Onboard new staff and ensure they understand company policy, processes and methodologies
- Monitoring and evaluating specialist conversations to ensure quality standards are met
- Providing feedback to specialists based on observed conversations or client feedback regarding improper case handling
- Assisting technical specialists with issue resolution and process adherence
- Organizing and leading one-on-one meetings, huddles, coaching sessions, and training sessions
- Managing case escalations on behalf of agents and customers, ensuring timely and appropriate resolution
- Making strategic decisions to maintain service levels at the highest possible standards
- Monitor and assess the performance of individual sales representatives
- Provide guidance and support to individuals in setting and achieving personal and professional goals
- Offer constructive feedback and encouragement to help team members overcome challenges and obstacles
- Serve as a role model and advocate for continuous learning and development
- Collaborate with Team Leads, Operation Manager and HR to identify development needs and create personalized development plans
- Collaborated with other coaches for exchange of ideas and methods
eBay Customer Service Specialist - SELL
Sitel
, Bulgaria
01.2021 - 10.2021
- Respond to and resolve a wide variety of consumer queries by phone or email
- Taking control of situations and thinking on your feet to make smart decisions in order to resolve up to customer contacts
- Provides customers with advice and information regarding clients' products and services, exceeding department productivity standards and quality customer care standards
- Carries out customer inquiries in timely and correct manner by predefined rules when escalation is needed
- Understanding customer's needs so as to be able to deliver the best solution for each of them in line with our key performance indicators
- Navigating multiple systems simultaneously in order to update e-records promptly and accurately
- Proactively provide support and assistance to colleagues and work together as a team
Author
woman-on the-top.net
, Bulgaria
10.2020 - 03.2021
- Researching, writing, and editing articles, blog posts, and other digital content tailored to the target audience
- Planning and taking interviews
- Creating compelling headlines and engaging narratives that drive reader engagement and online traffic
- Adapting writing style to match the tone and voice of the platform
- Optimizing content for and digital marketing strategies
- Collaborating with the editor to enhance content presentation
- Staying up to date with industry trends, news, and best practices in digital publishing
- Ensuring accuracy, credibility, and adherence to editorial guidelines
- Engaging with readers through comments, social media, and online discussions
Project Coordinator
G.T. Capital Ltd.
Plovdiv, Bulgaria
10.2014 - 05.2020
- Managed administrative processes with public and private institutions for project documentation approval and acceptance
- Secured project funding by actively identifying and leveraging financial opportunities
- Acted as the primary liaison between clients and multidisciplinary teams, including architects, engineers, and designers, ensuring project requirements were met
- Oversaw design team performance to align with investor expectations and project goals
- Led the selection and procurement process for subcontractors, evaluating bids and negotiating contracts
- Drafted, finalized, and managed contractual agreements with selected subcontractors
- Developed and maintained construction and installation work schedules to ensure timely project completion
- Managed procurement and logistics for material deliveries, optimizing costs and timelines
- Managed communication amongst project team members to foster collaboration
- Conducted construction supervision, ensuring compliance with quality standards, safety regulations, and project deadlines
- Reviewed and validated bills of quantities to maintain budget accuracy and prevent cost overruns
- Prepared invoices and managed payments across various project specialties
- Supervised and coordinated final project commissioning and handover
Europcar Teleagent with German and English
Telus International
Plovdiv, Bulgaria
06.2019 - 04.2020
- Provide solutions to questions and inquiries encountered in rent a car or forward the issue to the relevant stations
- Assist customers through phone and email
- Identify and assess customer needs to achieve satisfaction and long-term resolution
- Provide empathetic and professional service on client's request using the required tools
- Handled high volume of calls for improved productivity
- Enhanced caller experience by providing accurate information promptly
- Managed difficult situations calmly, resulting in resolved complaints
Author / Copywriter
Mars Media Group
, Bulgaria
09.2012 - 10.2014
- Researching, writing, and editing articles, blog posts, and other digital content tailored to the target audience
- Planning and taking interviews
- Creating compelling headlines and engaging narratives that drive reader engagement and online traffic
- Met tight deadlines
- Adapting writing style to match the tone and voice of the platform
- Optimizing content for and digital marketing strategies
- Collaborating with the editor to enhance content presentation
- Staying up to date with industry trends, news, and best practices in digital publishing
- Ensuring accuracy, credibility, and adherence to editorial guidelines
- Engaging with readers through comments, social media, and online discussions
Freelance writer / translator
Freelance
, Bulgaria, Germany
12.2010 - 10.2014
- Translated complex information into readable material, facilitating reader understanding
- Created captivating headlines, resulting in increased reader engagement
- Ensured authenticity of content by fact-checking every piece written
- Conducted interviews for feature stories, leading to exclusive content creation
- Assured strict adherence to deadlines whilst managing multiple writing projects simultaneously
- Produced engaging content by conducting in-depth research on various topics
- Kept text and subtitle translations culturally appropriate to various audiences
Reporter / TV host
Plovdiv Public TV "Trakia"
Plovdiv, Bulgaria
05.2010 - 12.2010
- Covered local events to generate relevant reports and articles
- Worked proactively under pressure ensuring consistent delivery of high-quality work
- Collaborated closely with editors to refine story angles and drafts
- Developed compelling news stories by conducting in-depth research and interviews
- Ensured alignment with editorial guidelines in all written reports
- Juggled multiple assignments under strict deadlines, ensuring timely completion of tasks
- Collaborated effectively with photo, video and broadcasting teams
- Travelled to events, carrying out on-the-ground reporting
- Produced well-written and accurate stories to deadlines
- Contributed to editorial meetings, offering insights and suggestions for story development
- Hosted various TV shows on political, cultural and social topics
Technical Secretary / Translator
New Century-2 EOOD
Plovdiv, Bulgaria
12.2009 - 05.2010
- Carry out the technical services of the manager by answering telephone calls, receiving, sending and transmitting faxes, typing and formatting documents, taking minutes of meetings
- Managed multiple tasks simultaneously for increased productivity
- Prepared documentation in multiple languages for official use
- International Youth Programmes
- Assisted in business meetings for effective bilingual conversation
- Translation and Legalisation
Technical Secretary
Juni Group Ltd
Plovdiv, Bulgaria
08.2009 - 12.2009
- Carry out the technical services of the manager by answering telephone calls, receiving, sending and transmitting faxes, typing and formatting documents, taking minutes of meetings
- Prepares for the holding of meetings and deliberations in accordance with the instructions given by the manager
- Informs the participants of the place, time and agenda of the meetings
- Takes minutes of the meetings held, accurately transcribing the requirements of the meeting participants
- Notifies the manager of telephone calls received
- Establishes a schedule of meetings for the manager and ensures the attendance of persons invited
- Reproduces written material in the required number of copies
- Types documents in accordance with instructions given
- Submits documents to the manager for signature
- Provides the manager with the necessary information, documents, stationery
Office organizer / Translator / Lecturer
Language School Happy Time - Mariela Nikolova
Plovdiv, Bulgaria
01.2009 - 08.2009
- Conducts negotiations with potential clients, government institutions and specialized companies
- Conducts specialized correspondence at home and abroad
- Organizes technical preparations for meetings, conferences and other events organized by the enterprise
- Prepares reports, summaries and statistics
- Reproduces written material in the required number of copies
- Types and drafts documents in accordance with instructions given
- Submits documents to the manager for signature
- Provides the manager with the information, documents and stationery needed
- Ensures the organization of the office and the entire workplace
- Managed multiple tasks simultaneously for increased productivity
- Handled literary translations, preserving original tone and style
- Assisted in business meetings for effective bilingual conversation
- Validated document accuracy with thorough proofreading skills
- Preserved meaning, intention and context of original speech and texts
- Leading classes in Bulgarian, German and English Language
Sales Consultant
Prevail Shops
Royal Beach Mall of Sunny Beach, Bulgaria
05.2008 - 10.2008
- Greets and serves customers in the store and offers information and advice in the company store
- Assists customers in the selection of goods, taking into account their requirements
- Maintains the workplace in a commercially suitable manner for dealing with customers
- Arranges items in the store
- Dealt with customer queries effectively, maintaining high quality service standards
- Delivered convincing sales pitches to attract new clients
- Increased brand awareness by conducting engaging product demonstrations
Bartender
Restaurant "Freiberger Schanckhaus"
Dresden, Germany
06.2007 - 03.2008
- Serves the guests of the restaurant by preparing the ordered drinks and cocktails
- Takes drink orders from customers and waiters
- Prepares drinks according to recipe rules and observing the weights
- Washes used glasses and other utensils used at the bar, observing sanitary and hygienic standards
- Communicated clearly with kitchen staff for seamless coordination of food orders
- Recommended drinks to customers, increasing overall sales
- Мonitors the availability of the necessary drinks and other ingredients in the bar's warehouse and, when they run out, draws up a delivery order
Bartender
Cocktail-Bar "Relax"
Plovdiv, Bulgaria
02.2006 - 04.2007
- Serves the guests of the restaurant by preparing the ordered drinks and cocktails
- Takes drink orders from customers and waiters
- Prepares drinks according to recipe rules and observing the weights
- Take plans in the planning and organization of events
- Promoted special events and offers effectively leading to increased footfall on those days
- Washes used glasses and other utensils used at the bar, observing sanitary and hygienic standards
- Processed payments accurately reducing discrepancies at end of shift tallying
- Monitors the availability of the necessary drinks and other ingredients in the bar's warehouse and, when they run out, draws up a delivery order
- Assisted in menu planning offering innovative ideas based on popular preferences
- Recommended drinks to customers, increasing overall sales
Education
Master - Business Communications and Public Relations
Plovdiv University "Paisii Hilendarski"
Plovdiv, Bulgaria 10.2009 - 06.2011
Bachelor - Bulgarian and German Language and Literature (Hybrid Philology)
Plovdiv University "Paisii Hilendarski"
Plovdiv, Bulgaria 09.2005 - 06.2009
Germаnistische Institutions Pаrtnerschaft - Linguistics, cultural and literary studies
Technical University Dresden
Dresden, Germany 10.2007 - 03.2008
Erasmus Program - Linguistics, cultural and literary studies
Technical University Dresden
Dresden, Germany 04.2007 - 09.2008
Secondary Education - French and English
French Language School "Antoine de Saint-Exupéry"
Plovdiv, Bulgaria 09.2000 - 05.2005
Skills
- Knowledge of quality standards
- Advanced analytical capabilities
- Decision-Making
- Strategic thinking capabilities
- Training and Development
- Customer relationship building
- Leadership & influence
- Excellent communication
- Business process improvement
- Performance monitoring
- Customer relationship management
- Key Performance Indicator (KPI) management
- Crisis handling
Languages
German
Proficient (C2)
English
Upper intermediate (B2)
French
Intermediate (B1)
Bulgarian
Native
Affiliations
- Ballet (Former ballet dancer in Musichall Teater Plovdiv, Bulgaria)
- Boxing (Former member of Boxing club Botev Plovdiv, Bulgaria)
- Literature (Participant in numerous literary and journalistic competitions)
Accomplishments
- Best Employee of the Year in Foundever for 2023
- eBay SideKick Award for Team Lead for Q1 2023
- Employee of the Year in GT Capital for 2015
Timeline
eBay Team Lead – SELL/Payments/Concierge
Foundever
12.2022 - 03.2025
eBay Coach / Mentor - SELL
Foundever (Sitel)
10.2021 - 12.2022
eBay Customer Service Specialist - SELL
Sitel
01.2021 - 10.2021
Author
woman-on the-top.net
10.2020 - 03.2021
Europcar Teleagent with German and English
Telus International
06.2019 - 04.2020
Project Coordinator
G.T. Capital Ltd.
10.2014 - 05.2020
Author / Copywriter
Mars Media Group
09.2012 - 10.2014
Freelance writer / translator
Freelance
12.2010 - 10.2014
Reporter / TV host
Plovdiv Public TV "Trakia"
05.2010 - 12.2010
Technical Secretary / Translator
New Century-2 EOOD
12.2009 - 05.2010
Master - Business Communications and Public Relations
Plovdiv University "Paisii Hilendarski"
10.2009 - 06.2011
Technical Secretary
Juni Group Ltd
08.2009 - 12.2009
Office organizer / Translator / Lecturer
Language School Happy Time - Mariela Nikolova
01.2009 - 08.2009
Sales Consultant
Prevail Shops
05.2008 - 10.2008
Germаnistische Institutions Pаrtnerschaft - Linguistics, cultural and literary studies
Technical University Dresden
10.2007 - 03.2008
Bartender
Restaurant "Freiberger Schanckhaus"
06.2007 - 03.2008
Erasmus Program - Linguistics, cultural and literary studies
Technical University Dresden
04.2007 - 09.2008
Bartender
Cocktail-Bar "Relax"
02.2006 - 04.2007
Bachelor - Bulgarian and German Language and Literature (Hybrid Philology)
Plovdiv University "Paisii Hilendarski"
09.2005 - 06.2009
Secondary Education - French and English
French Language School "Antoine de Saint-Exupéry"
09.2000 - 05.2005
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