Nikolay Nedelchev
Sofia
Summary
- Successfully met and consistently exceed Average Handling Time goals, maintaining high efficiency without compromising quality.
- Achieved 100% of performance targets and KPIs, including QA evaluation standards, customer satisfaction ratings, and productivity benchmarks.
- Recognized for exceptional performance and contribution to the team's overall success.
- Proactively identified and implemented process improvements to streamline workflows and improve project metrics.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
Work History
Senior Customer Success Champion
Alorica Bulgaria
04.2023 - Current
- Customer Service Excellence: Proven ability to handle complex customer inquiries and resolve issues efficiently
- Documentation: Expertise in tracking contractual data
- Bank Transactions: Proficient in managing and processing financial transactions securely.
- Client communication. Managing daily communication between different stakeholders within the organization
- Problem Solving: Strong analytical skills to identify issues and implement effective solutions
- Reporting & Dashboards – Maintaining performance metrics reports and communicating the data with the stakeholders
- Data Analysis: Daily reporting via Excel and Power BI
- Supporting project timelines, deliverables, and reporting
Interpreting and analyzing performance data for business insights. - Coordinating with multiple teams or regions.
Ensuring governance processes or best practices are followed - Contributing to project prioritization, or strategy alignment
- Project management: Experience with Microsoft Project and Jira
- Communication: Verbal and written communication skills, ensuring clear and professional interactions
- Team Leadership: Experience in mentoring and guiding junior staff members
- Multitasking: Ability to manage multiple tasks and priorities in a fast-paced environment
- Conflict Resolution: Skilled in de-escalating conflicts and maintaining customer satisfaction
- Attention to Detail: Meticulous in handling sensitive information and ensuring accuracy
Customer Success Champion
Alorica Bulgaria
06.2022 - 04.2023
- Customer Service
- Processing Transactions: Managing and processing bank
transactions related to ticket purchases, refunds, and other
financial matters - Communication: Responding to customer inquiries via phone,
email, and chat with professionalism and clarity - Problem Resolution: Investigating and resolving customer issues, coordinating with other departments as necessary
- Data Entry and Management: Accurately entering and updating customer information in the CRM system
- Quality Assurance: Conducting quality checks on customer
interactions to ensure high service standards.
Education
Bachelor - Pedagogy
Sofia University St. Kliment Ohridski
01.2020 - 01.2024
High School - undefined
Hristo Botev
Skills
- Adaptability
- Communication Skills
- Salesforce
- CRM
- Microsoft Office
- Project management
- Data Entry and Management
- Customer Support
- Back-office
- Chat Support
- Customer Relations
- Problem Resolution
- Quality Assurance
Courses
- Customer Service in AI, Alorica Bulgaria
- Soft Skills for Experts, Alorica Bulgaria
- Basics in Quality, Alorica Bulgaria
- AI in Customer Service, Alorica Bulgaria
Timeline
Senior Customer Success Champion
Alorica Bulgaria
04.2023 - Current
Customer Success Champion
Alorica Bulgaria
06.2022 - 04.2023
Bachelor - Pedagogy
Sofia University St. Kliment Ohridski
01.2020 - 01.2024
High School - undefined
Hristo Botev