Natali Zlatinova
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Support Adviser
VenturesLab
Sofia, Bulgaria
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
Sofia, Bulgaria
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
Sofia
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
Sofia, Bulgaria
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