Svetoslav Mitkov
Customer support team lead
Sofia
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Knowledgeable and dedicated customer service professional with extensive experience in fintech industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
5
5
years of professional experience
1
1
Language
Work History
Customer Support Team Lead
ITF Group
Sofia
01.2021 - 02.2022
- Manage a team of 4 people.
- Crafted intelligent, professional responses to emailed and web chat customer questions.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Identified trends in client requests and helped management get ahead of ongoing problems.
- Troubleshot problems with software, hardware and networking for users.
- Maintained up-to-date knowledge of product and service changes.
- Implemented and developed customer service training processes.
- Implemented company's inside AML policies.
- Directly assist collection department's and credit department's managers.
Customer Service Officer
ITF group
Sofia
09.2019 - 01.2021
- Promoted company brand and unique offerings through personalized customer service.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Communicated with clients regarding account services, statements, and balances.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
Debt Collection Officer
ITF Group
Sofia
03.2017 - 09.2019
- Used scripted conversation prompts to convey current account information and obtain payments.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved performance goals on consistent basis.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Developed strong relationships with customers to foster timely payments and account resolution.
Education
Bachelor of political scince - political science, economic, geopolitics
UNWE
Sofia /2016 - /2022
Skills
Debt Negotiator
Timeline
Customer Support Team Lead
ITF Group
01.2021 - 02.2022
Customer Service Officer
ITF group
09.2019 - 01.2021
Debt Collection Officer
ITF Group
03.2017 - 09.2019
Bachelor of political scince - political science, economic, geopolitics
UNWE
/2016 - /2022
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