Simeon Yochev
CS Manager
Varana
Summary
Dynamic leader with a proven track record, enhancing customer satisfaction through effective escalation handling and feedback implementation. Excelled in training and mentoring teams, showcasing exceptional time management and multitasking abilities. Achieved significant service quality improvements, demonstrating reliability and attention to detail without relying on numerical percentages.
Overview
18
18
years of professional experience
4
4
Certifications
Work History
Customer Support Manager
DECA Games EOOD
2022.08 - Current
Managing a team of Leads to deliver exceptional customer experiences. Skilled in handling escalations, optimizing support processes, and developing policies to enhance service quality. Adept at analyzing customer feedback to drive product improvements and ensure satisfaction. Strong communicator with expertise in team leadership, conflict resolution, and cross-functional collaboration.
Team Manager
Crypto.com
2022.02 - 2022.08
Team Manager is responsible for the day-to-day
operational activities and a team of Advisors, being
responsible for their performance and development, focusing
on the execution of the KPI's. Team
Manager prepares to undertake suitable and timely actions in
order to solve situations and ensures that their team is
functioning in a correct way.
Team Manager
SITEL
2016.10 - 2022.02
Team Manager is responsible for the day-to-day
operational activities and a team of Advisors, being responsible for their performance and development, focusing
on the execution of the KPI's. Team Manager prepares to undertake suitable and timely actions in order to solve situations and ensures that their team is
functioning in a correct way.
Customer Care Advisor
SITEL
2015.11 - 2016.10
Responsible to promote positive corporate image to the client.
High quality, professionalism and positive attitude in all
interactions with the customers. The position includes a wide
range of customer service issues and problems.
Organizer
Red Devil Catering
2013.05 - 2014.05
The best catering company for VIP events in the country. Intense work with long work hours. Perfect service for the guests and players of the event. Very high standards. Communication with participants from around the world. Organizing the work process and giving tasks to the other people employed for the event.
Agent
SG Group
2011.04 - 2011.07
Making calls with the debtors of phone companies in
Bulgaria. Reminding them when they have to make
Payments and making sure their debts are in check.
Bartender
Snack Bar “Hobo”
2008.04 - 2008.09
Responsible for both main bar and server orders. Fast service of the highest standard for over two hundred international guests. Extensive working hours.
Sailor Internship
“Grimaldi” Ships, Italy
2007.02 - 2007.05
Assisting the captain and studying the systems of the ship. Experiencing the routine in a ship’s organization from first hand.
Education
Ship Navigation
Technical University
Varna2013-01
Ship Navigation
Naval Academy “N. Vaptzarov”
Varna2005-01
High School Diploma -
Forth Language School “Frédéric Joliot-Curie”, Var
Varna, Bulgaria 2001.04 -
Skills
Training and coaching
Time management
Escalation handling
Multitasking Abilities
Feedback collection
Decision-making
Training and mentoring
Attention to detail
Staff scheduling
Reliability
Certification
Team Manager Coach
Timeline
SCRUM Agile Advanced
2025-01
SCRUM Agile Essentials
2024-11
Customer Support Manager
DECA Games EOOD
2022.08 - Current
Team Manager
Crypto.com
2022.02 - 2022.08
SKEP Master
2019-03
Team Manager Coach
2017-02
Team Manager
SITEL
2016.10 - 2022.02
Customer Care Advisor
SITEL
2015.11 - 2016.10
Organizer
Red Devil Catering
2013.05 - 2014.05
Agent
SG Group
2011.04 - 2011.07
Bartender
Snack Bar “Hobo”
2008.04 - 2008.09
Sailor Internship
“Grimaldi” Ships, Italy
2007.02 - 2007.05
High School Diploma -
Forth Language School “Frédéric Joliot-Curie”, Var
2001.04 -
Ship Navigation
Technical University
Ship Navigation
Naval Academy “N. Vaptzarov”