Summary
Overview
Work History
Education
Skills
Timeline
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Mariq Karadakova

Mariq Karadakova

Head Of Department
София

Summary

Results-driven leader with proven experience managing people and operations in the transport and logistics sector. Recognized for building processes from the ground up, motivating teams, and solving challenges under pressure. Adept at strategic planning, workflow optimization, and decision-making, with strong communication and problem-solving skills. Seeking to leverage leadership expertise in a management or organizational leadership role.

Overview

3
3
years of professional experience
1
1
Language

Work History

Head Of Department

Navi Auto Transport
05.2025 - 09.2025
  • Built the Dispatch & Support department from the ground up in a start-up environment, creating all flows, processes, and training materials.
  • Led and supervised a team of 25 employees managed matters related to concerning customer service operations and resolved client complaints efficiently, overseeing performance and improved customer satisfaction rates through continuous upskilling and process improvements.
  • Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
  • Optimized scheduling practices to ensure accomplished staffing levels during peak business hours, enhancing operational efficiency and service delivery.

Team Leader

Montway Auto Transport
10.2023 - 05.2025
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Enhanced team productivity by implementing efficient processes, regularly reviewing performance metrics, and developing employees’ skills through targeted coaching and strategic delegation based on individual strengths.
  • Assisted in recruitment to build team of top performers.
  • Led by example, demonstrating commitment and professionalism that inspired team members to excel.
  • Managed team performance, training, and process improvements during a major transition from legacy CRM to Salesforce.
  • Developed and implemented new QA frameworks, redesigning scorecards to improve performance evaluation, while coordinating cross-departmental meetings to streamline projects and foster collaboration.
  • Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.

Shift Supervisor

Montway Auto Transport
06.2023 - 10.2023
  • Supervised agents by delegating tasks, coaching in real time, and providing guidance during challenging situations to improve problem-solving and efficiency.
  • Took on extended leadership responsibilities during late-night shifts, independently managing escalations, task assignments, and departmental coverage.


Dispatch & Support Agent

Montway Auto Transport
08.2022 - 06.2023


  • Handled inbound and outbound calls with customers and carrier companies, resolving issues before, during, and after vehicle transport.
  • Enhanced customer satisfaction by effectively addressing and resolving support issues.
  • Maintained detailed records of customer interactions, ensuring accurate tracking and followup.
  • Collaborated with multiple departments to ensure smooth operations and excellent customer service.


Education

Certificate - Digital Arts

ARC Academy
Sofia, Bulgaria
04.2001 -

High School Diploma -

ZPG Kliment Timiryazev
Sandanski
04.2001 -

Skills

  • Team Leadership & People Management
  • Operational Strategy & Process Improvement
  • Communication & Problem Resolution
  • Training, Coaching & Mentorship
  • Workflow Design & Implementation
  • Quality Assurance & Performance Tracking
  • CRM & System Integration (Salesforce, internal platforms)

Timeline

Head Of Department

Navi Auto Transport
05.2025 - 09.2025

Team Leader

Montway Auto Transport
10.2023 - 05.2025

Shift Supervisor

Montway Auto Transport
06.2023 - 10.2023

Dispatch & Support Agent

Montway Auto Transport
08.2022 - 06.2023

Certificate - Digital Arts

ARC Academy
04.2001 -

High School Diploma -

ZPG Kliment Timiryazev
04.2001 -

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Mariq KaradakovaHead Of Department