Overview
Work History
Education
Skills
Certification
Contacts
Personal Information
Languages
Timeline
Generic
Natali Zlatinova

Natali Zlatinova

Overview

4
4
years of professional experience
1
1
Certification

Work History

Customer Support Adviser

VenturesLab
12.2023 - Current
  • Enhanced team performance with regular coaching and feedback sessions.
  • Developed comprehensive product knowledge, leading to improved support quality and faster resolution times.
  • Managed high call volume while maintaining a professional demeanor and ensuring first-call resolution.
  • Contributed to the development of a new training program for incoming Customer Support Advisors, improving onboarding experience.
  • Reduced escalations by proactively addressing customers'' needs and providing thorough solutions.

Customer Support Representative

Astranix LTD
01.2023 - 05.2023
  • Collaborated with team members to identify areas of improvement in customer service protocols.
  • Boosted customer retention rates by building strong rapport and delivering exceptional service.
  • Resolved technical issues for customers with clear explanations and step-by-step guidance.
  • Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
  • Exceeded performance metrics by consistently providing high-quality support to clients.

Support center

Efbet
02.2021 - 05.2022
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Reduced errors in documentation by thoroughly cross-checking data against established parameters.
  • Increased efficiency of the verification team through diligent collaboration and clear communication with colleagues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Boosted customer satisfaction with timely and accurate processing of various payment methods.
  • Strengthened financial security by monitoring potential fraudulent activities and implementing preventive measures.

Administrator

Activ-BG
07.2020 - 09.2020
  • Enhanced internal communication by creating a centralized information hub accessible to all staff members.
  • Reduced overhead costs through careful budget management and resource allocation.
  • Coordinated company events and meetings to foster teamwork and boost employee morale.
  • Developed comprehensive training programs for new hires, ensuring they were equipped with the necessary skills to succeed in their roles.

Education

National security and defense -

UNWE- University of national and world economy
01.2024

Economic and management -

National finance and economic gymnasium
05.2019

Skills

  • Team worker
  • Successful in case solving
  • Great communicator
  • Executive team leadership
  • Organization
  • Flexible and Adaptable
  • Calm Under Pressure
  • Self-Directed
  • Good Telephone Etiquette
  • Excellent Communication
  • Task Prioritization
  • Microsoft office, Optima, Zendesk, SalesForce, Slack, Hub88

Certification

Certificate of 3rd degree economist

Contacts

natali.zlatinova@abv.bg, +359898693355, Sofia, zhk Druzhba 122, Bulgaria

Personal Information

  • Citizenship: Bulgaria
  • Date of Birth: 08/24/01
  • Gender: Female
  • Driving License: B

Languages

Bulgarian
Native language
English
Advanced
C1

Timeline

Customer Support Adviser

VenturesLab
12.2023 - Current

Customer Support Representative

Astranix LTD
01.2023 - 05.2023

Support center

Efbet
02.2021 - 05.2022

Administrator

Activ-BG
07.2020 - 09.2020

National security and defense -

UNWE- University of national and world economy

Economic and management -

National finance and economic gymnasium

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Natali Zlatinova