Martin Simeonov
Customer Experience Specialist
Sofia
Overview
14
14
years of professional experience
3
3
Languages
Work History
Customer Experience Specialist
SiteGround Hosting
Sofia, Sofia-Capital
02.2017 - Current
- Maintaining a high level of knowledge on company products and services.
- Providing personalized service, anticipating customer needs and offering tailored solutions.
- Responding to high volume of incoming queries utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Quality Assurance Specialist
Hewlett Packard Enterprise
11.2015 - 02.2017
- Monitoring and developing the technical, foreign language and soft skills performance for a team of
phone support agents for German speaking countries. - Documenting and reported quality assurance outcomes, providing actionable insights.
EMEA Region Quality Assurance Team Manager
Sitel (Foundever)
10.2014 - 11.2015
- Overseeing the performance and reporting of multilingual support teams across EMEA Sitel locations, focusing on both technical expertise and soft skills.
- Serving as a dedicated single point of contact for the client company regarding all topics concerning quality delivery, measurement and reporting.
Quality Assurance Specialist
Sitel (Foundever)
10.2013 - 10.2014
- Monitoring and developing the technical, foreign language and soft skills performance for a team of
phone support agents working for German speaking countries.
Technical Support Screening Agent
Sitel (Foundever)
03.2012 - 10.2013
- Monitoring technical decisions and solutions offered by a team of phone support for German speaking countries agents before forwarding an action plan for on site technicians.
Technical Support Phone Representative
Sitel (Foundever)
02.2011 - 03.2012
- Handling technical support phone sessions in German for the configuration and installation of printers
and scanners. - Providing remote diagnosis and organizing follow up on site repair actions
Telemarketing Executive
Call Point New Europe ( Telus )
08.2010 - 11.2010
- Call center operator contacting prospective customers.
Education
Team Manager Track Training Program
Sitel
Sofia 04.2001 -
High School Diploma -
Foreign Language School “Eksarh Josif I”
Lovech, Bulgaria 04.2001 -
Timeline
Customer Experience Specialist
SiteGround Hosting
02.2017 - Current
Quality Assurance Specialist
Hewlett Packard Enterprise
11.2015 - 02.2017
EMEA Region Quality Assurance Team Manager
Sitel (Foundever)
10.2014 - 11.2015
Quality Assurance Specialist
Sitel (Foundever)
10.2013 - 10.2014
Technical Support Screening Agent
Sitel (Foundever)
03.2012 - 10.2013
Technical Support Phone Representative
Sitel (Foundever)
02.2011 - 03.2012
Telemarketing Executive
Call Point New Europe ( Telus )
08.2010 - 11.2010
Team Manager Track Training Program
Sitel
04.2001 -
High School Diploma -
Foreign Language School “Eksarh Josif I”
04.2001 -
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