Overview
Work History
Education
Skills
Certification
Timeline
Generic
Yana Parusheva

Yana Parusheva

Burgas

Overview

9
9
years of professional experience
1
1
Certification

Work History

CS QA Manager

Sofia Superstar EOOD
12.2024 - Current


  • Maintaining quality standards and procedures for live chat customer service
  • Monitoring live chat customer support interaction to ensure that customer support quality standards are met
  • Identifying opportunities for improvement and provide recommendations to improve customer satisfaction
  • Conducting feedback and coaching sessions for team members and demonstrate strong leadership skills by communicating with employees and providing guidance for growth
  • Controlling absenteeism, working time, overtime and breaks on daily bases

Middle CS Agent With German

Sofia Superstar EOOD
06.2024 - Current
  • Maintained professional and competent communication with customers.
  • Mentored new colleagues during practical training sessions.
  • Took on additional tasks.

Junior CS Agent With German

Sofia Superstar EOOD
10.2023 - 05.2024


  • Communicated with customers about transactions, offers, policies and other relevant information about their accounts in order to provide the best customer experience.
  • De-escalated and resolved customer complaints with accurate, courteous and professional service.

Senior Consultat - Customer Support/Mentor

Sutherland Global Services
09.2022 - 09.2023
  • Processed and resolved all escalated issues and ensured customer satisfaction.
  • Coached and helped other team members with difficult and complex cases.
  • Prepared daily reports like Daily Attendance, Overtime Report and others.
  • Mentored the new hires.

Consultant Customer Support

Sutherland Global Services
03.2019 - 09.2022
  • Answered questions, resolved issues and provided information to customers via chat, mail and phone.
  • Provided clear and concise step-by-step technical support to guide clients.
  • Handled customer complaints calmly and professionally, providing positive solutions.

Consultant Customer Support

Sutherland Global Services
06.2017 - 08.2018
  • Answered questions, resolved issue and provided information to customers via chat, mail and phone.
  • Provided clear and concise step-by-step technical support to guide clients.
  • Handled customer complaints calmly and professionally, providing positive solutions.

Consultant Customer Support

Sutherland Global Services
07.2016 - 09.2016
  • Answered questions, resolved issues and provided information to customers via chat, mail and phone.
  • Provided clear and concise step-by-step technical support to guide clients.
  • Handled customer complaints calmly and professionally, providing positive solutions.

Education

Bachelor of Science - Software engineering

University "Prof. d-r Asen Zlatarov"
2024

German Language High School "Goethe"
2017

Skills

  • Solutions-focused
  • Team player
  • Flexibility
  • Responsibility
  • Loyalty

Certification

  • DSD II
  • TestDaF (TDN 4/5)

Timeline

CS QA Manager

Sofia Superstar EOOD
12.2024 - Current

Middle CS Agent With German

Sofia Superstar EOOD
06.2024 - Current

Junior CS Agent With German

Sofia Superstar EOOD
10.2023 - 05.2024

Senior Consultat - Customer Support/Mentor

Sutherland Global Services
09.2022 - 09.2023

Consultant Customer Support

Sutherland Global Services
03.2019 - 09.2022

Consultant Customer Support

Sutherland Global Services
06.2017 - 08.2018

Consultant Customer Support

Sutherland Global Services
07.2016 - 09.2016

German Language High School "Goethe"

Bachelor of Science - Software engineering

University "Prof. d-r Asen Zlatarov"

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Yana Parusheva