Metodi Manov
London,UK
Summary
Accomplished professional with extensive expertise in technical support, cybersecurity, and client relationship management. Demonstrates exceptional problem-solving abilities, strategic planning, and resource optimisation. Adept at technical troubleshooting and information security, ensuring precision under pressure. Proven track record in stakeholder engagement and negotiation expertise, coupled with strong communication skills and cultural awareness. Committed to delivering results-oriented solutions while maintaining resilience under pressure and adaptability in dynamic environments.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Incident Brand Support Specialist
Concentrix
11.2023 - 06.2024
- Utilizing technical expertise to diagnose and troubleshoot a wide range of incidents reported by customers related to brand products, including electronic devices, outdoor gear, and footwear
- Receiving and prioritizing incident reports from customers through various channels, such as phone, email, or chat, and ensure timely resolution according to established service level agreements (SLAs) and escalation procedures
- Conducting thorough root cause analysis for incidents to identify underlying issues, trends, or patterns, collaborating with cross-functional teams as needed to implement corrective actions and prevent recurrence
- Documenting incident details, resolution steps, and any relevant findings accurately and comprehensively in incident management systems or knowledge bases, maintaining detailed records for future reference and analysis
- Communicating with customers proactively and transparently throughout the incident resolution process, providing regular updates on progress, expected timelines, and any necessary follow-up actions to ensure a positive customer experience
- Adhere to established quality standards, best practices, and compliance requirements in incident handling and resolution, ensuring consistent delivery of high-quality service and adherence to brand guidelines
- Identifying opportunities for process optimization, automation, or enhancement in incident support workflows, tools, or procedures, and collaborate with stakeholders to implement improvements that drive efficiency and customer satisfaction
- Troubleshooting issues, and resolving technical problems across various communication channels (phone, email, chat)
- Perform quality review of work, processes and tasks to eliminate errors
- Update and maintain specific trackers and identify issues
- Handle customer escalations, complex inquiries, ensuring timely resolution and maintain positive customer feedback
- Document and track customer interactions, ensuring compliance with company procedures and policies
- Contribute to a team-focused environment by collaborating with colleagues to meet departmental goals and performance targets
- Attention to details, reviewing appropriate documentation
- Engage with internal stakeholders, perform ad hoc duties as assigned
Brand Customer Support
Concentrix
03.2023 - 11.2023
- Responding promptly and professionally to customer inquiries via phone, email, or chat, demonstrating expertise in resolving delivery, product and other issues for The North Face, Vans, Timberland and other products brands and services
- Diagnosing and troubleshooting customer issues related to product functionality, ordering processes, shipping, returns, and warrants, employing effective problem-solving techniques to achieve swift resolutions
- Maintaining up-to-date knowledge of all main product lines, features, specifications, and usage guidelines to provide accurate information and recommendations to customers
- Assisting customers in selecting the right products for their needs, providing guidance on size, fit, style, and compatibility, and offering personalized recommendations based on individual preferences and requirements
- Processing customer orders, tracking shipments, and facilitating returns or exchanges in adherence to company policies and procedures, ensuring a seamless and hassle-free experience for customers
- Documenting customer interactions, inquiries, and resolutions accurately and comprehensively in the customer relationship management (CRM) system, generating reports, and providing insights to management for performance evaluation and process enhancement
- Identifying opportunities to upsell or cross-sell additional products, services, or accessories to customers based on their preferences, needs, and purchase history, maximizing revenue and customer satisfaction
- Staying informed about industry trends, competitive landscape, and best practices in customer support
- Analysing system logs, monitoring resource usage, conduct investigations to identify the root cause of arising issues, and collaborating with relevant teams to optimize performance
Administrative Consultant - Part-Time
Universal Trade LTD
London
06.2019 - 03.2023
- Company Overview: (London, UK)
- Proven track record in resolving complex issues within government and non-government sectors, including challenges related to universal credit, student finance, banking, and private companies
- Employing a strategic and analytical mind-set to identify problems proactively and provide effective solutions
- Adept at actively listening to clients' needs, ensuring a deep understanding of their concerns and preferences
- Prioritizing client satisfaction by consistently delivering tailored solutions and maintaining open lines of communication
- Proven ability to collaborate effectively with diverse institutions, fostering partnerships to deliver high-quality support
- Ensure compliance with organizational policies and regulatory requirements in all administrative activities
- Exhibiting efficiency in providing comprehensive administrative support, contributing to streamlined operations and organizational success
- Meticulous attention to detail in managing administrative tasks, ensuring accuracy and effectiveness in all aspects of support
- Efficiently managing scheduling, appointments, and travel arrangements, showcasing strong organizational and multitasking abilities
- Prioritizes tasks effectively, optimizing time and resources to meet deadlines and contribute to overall operational efficiency
- Actively seeking opportunities for professional development and skill enhancement to deliver exceptional service
- (London, UK)
Education
Bachelor of Arts - Business Management and Entrepreneurship
University of Sunderland in London
London, UK 09.2021 - 09.2022
SVQ Level 5 - Business
Globul Banking School
London, UK 09.2019 - 05.2021
NVQ Level 3 - Business Administration
Bright Training Centre
London, UK 09.2017 - 05.2018
Skills
- Technical Proficiency
- Problem-Solving
- Organizational Skills
- Negotiation expertise
- Cybersecurity knowledge
- Active listening
- Technical troubleshooting
- Relationship-building
- Resilience under pressure
- Precision under pressure
- Strategic planning
- Resource optimisation
- Spreadsheet creation and analysis
- Results oriented approach
- Communication skills
- Technical Support
- Security Awareness
- Adaptability
- Time efficiency
- Client Relationship Management
- Strategic thinking
- Information security
- Cultural awareness
- Analytical-thinking
- Decision making
- Stakeholder engagement
Certification
- CompTIA A+ 2019
- CompTIA IT Foundation 2019
Languages
English
Bulgarian
Timeline
Incident Brand Support Specialist
Concentrix
11.2023 - 06.2024
Brand Customer Support
Concentrix
03.2023 - 11.2023
Bachelor of Arts - Business Management and Entrepreneurship
University of Sunderland in London
09.2021 - 09.2022
SVQ Level 5 - Business
Globul Banking School
09.2019 - 05.2021
Administrative Consultant - Part-Time
Universal Trade LTD
06.2019 - 03.2023
NVQ Level 3 - Business Administration
Bright Training Centre
09.2017 - 05.2018
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