Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Viktoria Bozhkova

Viktoria Bozhkova

Razgrad

Summary

Dynamic Customer Service Executive with a proven track record at Balkan Holidays Ltd, excelling in customer engagement and complaint handling. Recognized for enhancing customer satisfaction through exceptional service and strong problem-solving abilities. Adept at managing high call volumes while maintaining professionalism, contributing to improved customer retention and loyalty.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Service Executive

Balkan Holidays Ltd
12.2021 - Current
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
  • Boosted customer retention rates by providing exceptional service and building rapport with clients.
  • Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
  • Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
  • Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
  • Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
  • Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
  • Coached and mentored junior team members, contributing to their professional growth and development.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promptly responded to inquiries and requests from prospective customers.
  • Responded proactively and positively to rapid change.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Sending out letters to customers in regards to any changes in their holidays.

Reservation Executive

Balkan Holidays Ltd
11.2019 - 12.2021
  • Documented all customer and booking information in Software.
  • Responded quickly to telephone, email, online and in-person requests to book or update services.
  • Reduced booking errors with meticulous attention to detail and thorough verification procedures.
  • Enhanced customer loyalty by providing personalized recommendations based on guest preferences.
  • Coordinated with other departments for timely execution of guest requests, enhancing overall service quality.
  • Provided exceptional customer service during high call volume periods, maintaining professionalism under pressure.
  • Assisted colleagues during peak seasons or high-demand situations, demonstrating flexibility and teamwork.
  • Increased customer satisfaction by efficiently managing reservation inquiries and bookings.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Handled billing information over phone.
  • Provided customers with information about availability and pricing.
  • Resolved various issues and discrepancies for customers.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
  • Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.

Housekeeping Room Attendant

Grosvenor House
08.2014 - 10.2019
  • Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
  • Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
  • Enhanced guest satisfaction by maintaining clean and well-stocked rooms in a timely manner.
  • Sanitized all kitchen surfaces, wiped down cabinets, and swept and mopped floors
  • Used chemicals by following safety protocols and procedures to avoid burns and injuries.
  • Engaged with guests on room requirements and amenities to promote overall satisfaction.
  • Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.

Education

Bachelor - Accounting And Finance

University of Sunderland
London
10.2021

High School Diploma - Management in Tourism

Professional High School of Tourism “Aleko Konstan
Pleven
05.2012

Skills

  • Team collaboration
  • Customer engagement
  • Customer relationship management
  • Complaint handling
  • Client engagement
  • Online chat and email
  • Call center experience
  • Issue escalation
  • Troubleshooting
  • Company policy adherence
  • Customer queries
  • Customer service
  • Computer skills
  • Problem-solving abilities
  • Understanding customer needs
  • Microsoft office
  • MS office
  • Calm and professional under pressure
  • Active listening
  • Product knowledge
  • Language fluency
  • Inbound call management
  • Calm under pressure
  • Staff education and training
  • Customer data confidentiality
  • Billing adjustments and refunds

Certification

• Complaints Handling training for Travel from ABTA

• Customer Relationship from CPD

• Effective Problem Solving from CPD

• Certificate for Professional Qualification “Tourism Management “

Languages

Bulgarian
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)

Timeline

Customer Service Executive

Balkan Holidays Ltd
12.2021 - Current

Reservation Executive

Balkan Holidays Ltd
11.2019 - 12.2021

Housekeeping Room Attendant

Grosvenor House
08.2014 - 10.2019

Bachelor - Accounting And Finance

University of Sunderland

High School Diploma - Management in Tourism

Professional High School of Tourism “Aleko Konstan

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Viktoria Bozhkova