Summary
Overview
Work History
Education
Skills
Personal Information
Certification
Timeline
Generic
Nikolay Tsvetkov

Nikolay Tsvetkov

Manager
Sofia

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

2025
2025
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
2
2
Languages

Work History

Customer Support Department Manager

Xtrade
10.2024 - 11.2024
  • Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
  • Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
  • Led a team of professionals to consistently achieve or exceed performance targets.
  • Assisted in talent acquisition efforts, hiring top candidates to strengthen the department''s capabilities.

Team Manager

Aviacontact
05.2024 - 10.2024
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Led employee relations through effective communication, coaching, training, and development.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
  • Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
  • Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
  • Developed high-performing team by recruiting top talent, providing ongoing training, and fostering positive work environment.
  • Fostered strong relationships with clients through attentive account management, timely issue resolution, and proactive status updates on project milestones.
  • Increased client satisfaction with timely project delivery and consistent updates.
  • Coached junior team members, improving their skills and confidence in their roles.

Team Lead

Telus International
7 2021 - 5 2024
  • Managing focus groups by providing guidance through arranged individual/general meetings in order to ensure achieving all project KPIs
  • Completing assigned/delegated tasks and filling out all reports on time
  • Solving any system or technical issues through effective communication with respective departments.

Customer Support Specialist

Telus International
06.2019 - 07.2021
  • Communicating with clients via email and identifying and resolving any issues faced as T1 and T2, such as Technical, In-game, E-Commerce, Account
  • Conducting individual or group shadowing and coaching sessions as T2 Specialist, in order to achieve project goals.

Education

High School Diploma -

18 High School "William Gladstone"
Sofia
09.2012 - 05.2017

SoftUni
Sofia
01.2024 - 04.2024

Skills

Effective communication skills

Adaptability and Flexibility

Analytical Skills

Teamworking

Patient and organized

Performance Coaching

Stakeholder Management

Employee Scheduling

Workforce Planning

Team Leadership

Time Management

Teamwork and Collaboration

Personal Information

Date of Birth: 08/10/98

Certification

QA Basics - SoftUni

Timeline

Customer Support Department Manager

Xtrade
10.2024 - 11.2024

Team Manager

Aviacontact
05.2024 - 10.2024

QA Fundamentals - SoftUni

03-2024

SoftUni
01.2024 - 04.2024

QA Basics - SoftUni

01-2024

Lean Six Sigma White belt

05-2021

Customer Support Specialist

Telus International
06.2019 - 07.2021

High School Diploma -

18 High School "William Gladstone"
09.2012 - 05.2017

Team Lead

Telus International
7 2021 - 5 2024

Similar Profiles

CREATE PROFILE
Nikolay TsvetkovManager