Summary
Overview
Work history
Education
Skills
Languages
Certification
Affiliations
Timeline
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Todor Valkov

Todor Valkov

Sofia,Sofia-Capital

Summary

Driven and capable professional with strong leadership and communication skills, and proficiency in problem-solving and team coordination. Proven ability to train and mentor staff, ensure customer satisfaction, and improve service processes. Committed to creating positive impact by cultivating high-performing support team and enhancing customer experiences.

Overview

5
5
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work history

Customer Support Team Leader

Kaizen Gaming
Sofia, Bulgaria
10.2024 - Current
  • Track and analyze team performance metrics, including turnaround times, accuracy and customer satisfaction.
  • Proactively identify areas for process improvement and collaborate with other departments to implement changes.
  • Monitor workload distribution and optimize processes to maintain productivity and quality standards.
  • Oversee daily backoffice operations, ensuring timely and accurate processing of customer requests, data entry and issue resolution.
  • Monitored team performance regularly, ensuring quality standards were met.

Customer Support Shift Leader

Kaizen Gaming
Sofia, Bulgaria
04.2023 - 10.2024
  • Assists in monitoring and allocation of daily tasks.
  • Manages the shift and coordinates the shift schedule.
  • Supports agents with their issues and serves as an escalation point in case of emergency or a critical issue occurred.
  • Monitors and reports daily activities to Team Leads and Manager.
  • Assists in departmental reporting.


Customer Support Agent

Kaizen Gaming
Sofia, Bulgaria
09.2022 - 04.2023
  • Communicating with other departments and providers to ensure high-quality customer experience.
  • Managed customer complaints, ensuring positive experience.
  • Improved rapport with customers by providing empathetic and patient support during difficult situations.
  • Prioritised tasks in a fast-paced environment, maintaining consistent quality of service delivery.

Junior Customer Support Agent

Kaizen Gaming
Sofia, Bulgaria
06.2021 - 09.2022
  • Communicating with other departments and providers to ensure high-quality customer experience.
  • Managed customer complaints, ensuring positive experience.
  • Improved rapport with customers by providing empathetic and patient support during difficult situations.
  • Prioritised tasks in a fast-paced environment, maintaining consistent quality of service delivery.

Volleyball Analyst

Kaizen Gaming
Sofia, Bulgaria
10.2020 - 06.2021
  • Tracking and analyzing players' movements and ball touches during the match.
  • Working with various data sources to enhance team performance

Education

Diploma of Higher Education - Sports Journalism

National Sports Academy
Sofia, Sofia-Capital
09.2017 - 06.2021

Skills

  • Familiarity with sla metrics
  • Team performance metrics evaluation
  • Feedback collection and analysis
  • Quality assurance procedures
  • Employee management
  • Leadership

Languages

English
Fluent
Russian
Elementary

Certification

  • Sports Journalism at Bulgarian National Television - Practicing sports journalism at the Bulgarian National Television headquarters.
  • Digital Marketing Basics - Teaching the basics of digital marketing

Affiliations

  • Fitness
  • Watching and playing football/volleyball

Timeline

Customer Support Team Leader

Kaizen Gaming
10.2024 - Current

Customer Support Shift Leader

Kaizen Gaming
04.2023 - 10.2024

Customer Support Agent

Kaizen Gaming
09.2022 - 04.2023

Junior Customer Support Agent

Kaizen Gaming
06.2021 - 09.2022

Volleyball Analyst

Kaizen Gaming
10.2020 - 06.2021

Diploma of Higher Education - Sports Journalism

National Sports Academy
09.2017 - 06.2021

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Todor Valkov