Milen Nikolov

Position: Team Lead

• Led and managed a team of customer support representatives, ensuring high performance, motivation, and alignment with orgazational goals.
• Led recruitment efforts by conducting interviews, assessing candidates, and making final hiring decisions to build a high-performing customer support team, and ensured a smooth onboarding process.
• Monitored key performance indicators (KPIs), driving continuous improvement in customer satisfaction, response times, and resolution rates.
• Provided coaching, training, and mentorship to team members, resulting in improved individual performance and overall team efficiency.
• Collaborated with cross-functional teams to address customer feedback and enhance service offerings.
• Developed and implemented process improvements, reducing average response and resolution times, while maintaining service quality.
• Handled escalated customer issues, ensuring timely and satisfactory resolutions to maintain customer loyalty and trust.
• Conducted regular performance reviews, setting clear goals and actionable development plans for team members.
• Managed workforce scheduling and resource planning to meet service level agreements (SLAs), and accommodate peak periods.
• Utilized customer support tools and CRM systems to track metrics, streamline workflows, and improve operational efficiency.
• Led team meetings and knowledge-sharing sessions, fostering open communication and continuous learning.
• Identified trends in customer enquiries, working with relevant departments to prevent recurring issues.
• Ensured compliance with company policies and industry regulations, while maintaining high ethical standards in customer interactions.

Position: Consultant-Customer Support with English and German

• Ensured customer satisfaction and provided professional customer support
• Maintained high levels of product expertise, soft-skills, and e-mail etiquette
• Became Language Expert (QA backup) and Gs3 backup, the highest tier of Customer Support.
• Mentored and assisted new team members in achieving client objectives, ensuring alignment with performance expectations.
• Developed a skill set relevant to the role of Support Staff - Team Lead or QA through stable results and product knowledge

• Company Overview: Food and Beverage
• Preparation of the work plan and schedule for the day
• Allocation of responsibilities to feather-shift employees.
• Active participation in the serving, processing, transport, and sale of the products.
• Communication with end customers and contractors of the company.
• Warehouse manager