Proficient in Microsoft Office tools, including Word, PowerPoint, and Excel
Sofiа Kalcheva
Customer Service Representative
Sofia
Summary
Motivated and responsible individual with hands-on experience in hospitality and customer service roles, including receptionist, housekeeper, and waitress. Known for strong communication skills, a team-oriented mindset, and the ability to adapt quickly to dynamic environments. Holds a CAE (C1) certificate in English and has basic knowledge of computer languages. Committed to delivering excellent service and maintaining high standards. Seeking opportunities to grow professionally and contribute to a positive work atmosphere.
Overview
3
3
years of professional experience
2
2
Languages
Work History
Front Desk Receptionist
Hotel Gurko
06.2022 - 09.2023
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
Restaurant Waiter
Restaurant THE BASE
05.2024 - 09.2024
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Answered customers' questions, recommended items, and recorded order information.
- Cultivated warm relationships with regular customers.
- Maintained clean and organized dining areas for optimal guest experience.
- Managed multiple tables simultaneously while maintaining high levels of accuracy on order placement and delivery.
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
Head Bartender
Restaurant THE BASE
05.2024 - 09.2024
- Resolved customer complaints promptly and professionally, preserving the establishment''s reputation for excellent service.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Managed inventory efficiently, reducing waste and maintaining optimal stock levels for peak periods.
- Managed bar at special events, leading team in providing coordinated service for weddings, business meetings and social gatherings.
Hospitality Assistant
Hotel Bridges Residence
11.2024 - Current
- Created healthy nutritious menus to serve at important functions.
- Planned and executed more than 2 special events per year.
- Increased clients by carefully training staff to be accountable and motivated through hands-on training.
- Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
- Developed strong relationships with vendors to secure competitive pricing on products and services used within the hotel.
- Identified and resolved customer complaints concerning food or lodging.
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns.
Education
High School Diploma -
American College - Arcus
Veliko Tarnovo, Bulgaria 04.2001 -
Skills
Emergency procedures
Operational support
Meeting organization
Clientele relationship development
Professional appearance
Problem-solving
Warm and friendly
Reliable and responsible
Decision-making
Teamwork and collaboration
Software
Basic knowledge of programming languages such as HTML and JAVA
Timeline
Hospitality Assistant
Hotel Bridges Residence
11.2024 - Current
Restaurant Waiter
Restaurant THE BASE
05.2024 - 09.2024
Head Bartender
Restaurant THE BASE
05.2024 - 09.2024
Front Desk Receptionist
Hotel Gurko
06.2022 - 09.2023
High School Diploma -
American College - Arcus
04.2001 -
Languages
Spanish
Elementary (A2)
English
Advanced (C1)