Salesforce Commerce Cloud, Salesforce Service Cloud, SAP PRD, Aladin, Dayforce, Jira, ServiceNow, Cherwell, Microsoft Cloud PC, Shopify, Sprinklr, Emplifi, Magento, Givex, Rise AI, One Trust, Sterling IBM, OMS Increff, Returnly, Loop, Flexport, Deliverr, Amazon, Adyen, PayPal, eBay, Crew, Global e
Mariya Stoyanova
Haskovo
Summary
I improve client retention and team performance through smart strategies, a strong work ethic, and a dedication to excellent service and smooth operations. I have effectively managed and streamlined call center operations, ensuring top-quality support while creating a positive, results-focused team environment. Known for being reliable and adaptable, I excel in resolving conflicts and improving processes. I also have a strong track record of building and maintaining strong relationships with diverse stakeholders in fast-paced, dynamic settings.
Overview
25
25
years of professional experience
25
25
years of post-secondary education
2
2
Languages
Work History
Call Center Coordinator
Working Nomad
Haskovo, Haskovo
08.2021 - Current
- Maintained strong relationships with other departments, working cohesively to ensure a seamless customer experience across all touchpoints.
- Collaborated with IT department to troubleshoot technical issues, ensuring minimal downtime for call center operations.
- Reduced employee turnover by creating supportive work environment and offering regular feedback on performance.
- Managed workforce planning initiatives, ensuring appropriate staffing levels during holidays, weekends, and other peak times.
- Ensured seamless communication between departments by serving as a liaison between call center teams and management.
- Maintained accurate records of customer interactions, enabling better tracking of issues and resolutions.
Shift Manager
Ssp Uk
Birmingham
02.2015 - 03.2019
- Promoted a positive work environment through open communication and constructive feedback.
- Tracked receipts, employee hours, and inventory movements.
- Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
Receptionist
Best Western Hotels & Resorts
Coventry
09.2014 - 02.2015
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
- Handled cash transactions and maintained sales and payments records accurately.
- Managed multiple tasks and met time-sensitive deadlines.
Assistant Manager
Universal Beer Dispense LTD
Lapworth
10.2013 - 09.2014
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
Regional Sales Supervisor
Speedy
11.2012 - 06.2013
- Expanded the company''s regional presence by identifying and securing new business opportunities within untapped markets.
- Developed strong relationships with key clients, resulting in increased customer retention and loyalty.
- Managed a diverse team of sales professionals, providing regular coaching and guidance to optimize individual success.
- Collaborated with cross-functional teams to develop comprehensive sales plans for new product launches.
- Negotiated favorable contract terms with suppliers, reducing operational costs without compromising on quality or service levels.
- Developed and maintained positive relationships with clients in assigned sales territories.
- Executed successful marketing campaigns to generate new business and expand customer base.
Client Advisor
United Bank of Bulgaria OBB
07.2008 - 10.2012
- Excelled in meeting sales targets, contributing significantly to the overall success of the team.
- Demonstrated adaptability by quickly learning new systems, tools, or products as necessary for the job.
- Strengthened client relationships through regular communication and proactive follow-up on inquiries.
- Managed a diverse portfolio of clients, effectively balancing priorities and meeting deadlines.
- Sought out appropriate management in more complex financial matters.
- Managed sensitive client information with utmost confidentiality, building trust and loyalty.
- Led client meetings to discuss financial goals, resulting in tailored solutions that met individual needs.
Client Advisor
ProCredit Bank
09.2005 - 11.2007
- Excelled in meeting sales targets, contributing significantly to the overall success of the team.
- Demonstrated adaptability by quickly learning new systems, tools, or products as necessary for the job.
- Contributed to company growth by identifying new business opportunities and cross-selling services.
- Sought out appropriate management in more complex financial matters.
- Managed sensitive client information with utmost confidentiality, building trust and loyalty.
- Improved customer loyalty by providing exceptional advisory services and resolving issues promptly.
- Collaborated with team members to design and implement innovative client service strategies, leading to increased referrals.
- Maintained up-to-date knowledge of regulatory changes, ensuring compliance in all advisory activities.
- Presented financial plans and investment recommendations to clients.
- Educated clients on financial topics and best practices.
- Studied financial documents to identify potential areas needing improvement.
Waitress
BG Invest LTD
02.2001 - 09.2005
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
Manufacturing Worker
Gorski Izvor AD
06.2000 - 02.2001
- Participated in regular team meetings to discuss progress toward goals, address challenges, and share best practices among coworkers.
- Assisted in training new employees on company policies, safety procedures, and job-specific tasks to promote a positive work environment.
- Troubleshot machinery issues promptly, minimizing downtime and maintaining production schedules as closely as possible.
Education
High School Diploma -
Atanas Burov Natural Sciences And Mathematics High
Haskovo 09.2000 - 05.2025
Skills
Empathy and patience
Software
Timeline
Call Center Coordinator
Working Nomad
08.2021 - Current
Shift Manager
Ssp Uk
02.2015 - 03.2019
Receptionist
Best Western Hotels & Resorts
09.2014 - 02.2015
Assistant Manager
Universal Beer Dispense LTD
10.2013 - 09.2014
Regional Sales Supervisor
Speedy
11.2012 - 06.2013
Client Advisor
United Bank of Bulgaria OBB
07.2008 - 10.2012
Client Advisor
ProCredit Bank
09.2005 - 11.2007
Waitress
BG Invest LTD
02.2001 - 09.2005
High School Diploma -
Atanas Burov Natural Sciences And Mathematics High
09.2000 - 05.2025
Manufacturing Worker
Gorski Izvor AD
06.2000 - 02.2001
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