Summary
Overview
Work History
Education
Skills
Courses
References
Timeline
Generic
Nikolay Nedelchev

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

References

Georgi Cherkezov, Alorica Bulgaria
Georgi.Cherkezov@yahoo.com · 0887359900

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

Similar Profiles

CREATE PROFILE
Nikolay Nedelchev