Super
Nataliya Dimitrova
Manager
Varna
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Goal-oriented Customer Service Manager with two years of experience in leadership roles.
Overview
8
8
years of professional experience
1
1
Certification
3
3
Languages
Work History
Customer Service Manager
Foundever Bulgaria
06.2022 - Current
- Fostered strong relationships with clients through attentive account management, timely issue resolution, and proactive status updates on project milestones.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Delivered regular team meetings for aligned work towards common goals.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated employee performance on monthly basis and coached and trained 18 team members, increasing quality of work and employee motivation.
- Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Self-motivated, with a strong sense of personal responsibility.
- Paid attention to detail while completing assignments.
- Organized and detail-oriented with a strong work ethic.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Gained extensive knowledge in data entry, analysis and reporting.
- Proven ability to learn quickly and adapt to new situations.
Quality Assurance Specialist
Foundever Bulgaria
03.2019 - 05.2022
- Promoted adherence to quality standards by educating personnel on quality control.
- Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Reviewed production processes and identified potential quality issues.
- Reported problems and concerns to management.
- Recorded and organized test data for report generation and analysis.
- Collected and analyzed data to measure effectiveness of quality control processes.
Customer Service Representative
Foundever Bulgaria
06.2016 - 02.2019
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed service standards.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Education
Master of Finance - Public Finance
University of Economics
Varna, Bulgaria 04.2001 -
Bachelor of Economics - Economics And Management of Commerce
University of Economics
Varna, Bulgaria 04.2001 -
Skills
Complaint resolution
Software
Certification
Certified Team Manager, Foundever
Timeline
Certified Team Manager, Foundever
05-2023
Customer Service Manager
Foundever Bulgaria
06.2022 - Current
Quality Assurance Specialist
Foundever Bulgaria
03.2019 - 05.2022
Customer Service Representative
Foundever Bulgaria
06.2016 - 02.2019
Master of Finance - Public Finance
University of Economics
04.2001 -
Bachelor of Economics - Economics And Management of Commerce
University of Economics
04.2001 -
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