Overview
Work History
Education
Skills
Certification
LANGUAGES
Timeline
Hobbies and Interests
Generic

Todor Zhivkov

Sofia,22

Overview

5
5
years of professional experience
1
1
Certification

Work History

Customer Care Team Lead

Trading 212
03.2025 - Current
  • I am leading a team of 10 Customer Care Agents, supporting the platform of an Investment Broker.
  • Trained and mentored new team members on customer care protocols and company policies.
  • Streamlined communication processes between departments to improve issue resolution times.
  • Analyzed customer feedback to identify trends and recommend actionable improvements.
  • Implemented quality assurance measures to ensure compliance with customer service standards.
  • Conducted regular evaluations of staff performance, providing coaching sessions as needed to support ongoing development.
  • Zendesk, Jira, Confluence.

AML AND SUPPORT TEAM LEAD

bunq
04.2024 - Current
  • I was responsible for the performance management of 10 operations agents - AML, Payments, Compliance, KYC, and Customer support.
  • My team achieved KPIs of 113% productivity, 94% customer satisfaction and 96% quality average results for my 1-year stay in the company.
  • Prepared guidelines, new process and process improvements for the team\
  • My team is the third best-performing team in the company.
  • I was heavily involved in the recruitment process. I sourced potential candidates in LinkedIn, conducted online interviews and on-site assessment days.
  • I prepared the Job description (JPF) of the agent position for the entire team.

PROCESS ANALYST

Crypto.com
06.2022 - 03.2024
  • I was responsible for creating and mapping new processes, improving and keeping up to date the Internal knowledge base of the operations teams.
  • I was responsible for 73 processes and articles - the highest number in the team.
  • I created an event management process, which listed the exact steps for all operations and service delivery teams in the event of planned or unplanned downtime or significant incoming volume spikes.
  • I have contributed to the automation of 3+ processes. The 2FA setup and reset automation brought the incoming volume down by 75% on that topic and freed the work capacity of 8.5 agents.
  • I contributed to the integration of Jira Service Desk and Intercom.
  • I achieved 100% quality of the documentation and projects I led during the entire period.

CUSTOMER EXPERIENCE TEAM LEAD

Crypto.com
09.2021 - 05.2022
  • I was responsible for the performance management (productivity, CSAT, QA) of 15 operations associates, 2 seniors, and 1 SME.
  • My team managed to overachieve the development target by having 3 associates promoted to Seniors and 2 Seniors promoted further - 1 to QA and 1 to SME for the period.
  • The team also achieved 105% of the productivity target during the entire period and reached an average of 93% quality (target 90%).
  • Due to my leadership skills and data-driven approach, I led the team lead onboarding.
  • Together with another TL, we created an additional deck with best practices and guidelines for the newly onboarded agents.
  • I was leading an average of 4 interviews for agents per week and created the Senior skill assessment test.

SENIOR CUSTOMER EXPERIENCE ASSOCIATE

Crypto.com
04.2021 - 08.2021
  • I was handling VIP users, DeFi, Exchange, on-chain transactions, AML investigation, and product bug inquiries.
  • During this period, I achieved the highest productivity target amongst the senior team with 150% productivity and 97% quality.
  • I was responsible for mentoring and onboarding newly hired agents.

LOGISTICS SUPPORT

Montway Auto Transport
03.2029 - 07.2021
  • I was responsible for arranging and dispatching car shipment orders for premium customers in the US market.
  • I achieved the highest average profit margin in the team at $15 USD per order.

CUSTOMER EXPERIENCE ASSOCIATE

Crypto.com
07.2020 - 03.2021
  • App and system troubleshooting, monitoring crypto, card and bank transactions (SEPA, FPS, ACH, SWIFT), DeFi, Exchange and DApp inquiries.
  • I achieved an average of 130% of my productivity target and 95% quality (target 90%).

Education

Bachelor of Regional Development and Politics -

Sofia University "St. Kliment Ohridski"
Sofia
01-2024

Skills

  • Process mapping
  • Data analysis
  • Leadership
  • Critical thinking
  • Problem-Solving
  • Customer support
  • Adaptability
  • Communication
  • Customer service

Certification

  • PSM I, scrum.org
  • Lean Six Sigma Green Belt
  • Atlassian Agile Project Management Professional
  • Microsoft Excel and VBA basics

LANGUAGES

English
Advanced (C1)
Bulgarian
Bilingual or Proficient (C2)
Spanish
Elementary (A2)

Timeline

LOGISTICS SUPPORT

Montway Auto Transport
03.2029 - 07.2021

Customer Care Team Lead

Trading 212
03.2025 - Current

AML AND SUPPORT TEAM LEAD

bunq
04.2024 - Current

PROCESS ANALYST

Crypto.com
06.2022 - 03.2024

CUSTOMER EXPERIENCE TEAM LEAD

Crypto.com
09.2021 - 05.2022

SENIOR CUSTOMER EXPERIENCE ASSOCIATE

Crypto.com
04.2021 - 08.2021

CUSTOMER EXPERIENCE ASSOCIATE

Crypto.com
07.2020 - 03.2021

Bachelor of Regional Development and Politics -

Sofia University "St. Kliment Ohridski"

Hobbies and Interests

Blue belt at Brazilian Jiu Jitsu, History, philosophy, psychology and politics.

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Todor Zhivkov