Yuliyan Petkov
Customer Service Manager
Varna
Summary
An experienced Manager with three years of experience with exceptional leadership and active listening skills. Experienced with leading teams of 15-20 Customer Service and Risk Representatives which are handling customer queries on both chat and calls, as well as completing back office tasks like KYC verifications and payments processing. Analyzing KPIs and reporting on a weekly basis to the Executive Managers. Main goal is to enhance the team's performance and maximize customer satisfaction by conducting regular feedback meetings, analyzing behavior trends, and conducting training sessions. Successful at mentoring employees of all tenure promote continuous improvement.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Customer Service and Risk Manager
Brisquire
1 2024 - Current
- Lead the whole customer support and risk/payments departments
- Maintain accurate reports of KYC verification and payment transactions, and prepare regular reports for the management
- Conduct regular training sessions to ensure that the associates are up to date with our KYC verification/rejection procedures and deposits/withdrawals processing
- Handle escalations related to KYC discrepancies or payment issues with vendors
- Conduct interviews and leading the onboarding period for new-joiners
- Create monthly schedules and tak distribution for the whole support and risk department
- Work closely with compliance and product teams to ensure excellent service
Customer Service Team Lead
Crypto.com
11.2021 - 01.2024
- Leading a team of 20 junior and senior customer experience associates
- Coordinated shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Conducted interviews with talent acquisition to filter out potential candidates for a variety of customer support positions
Customer Service Team Lead
Foundever
01.2021 - 11.2021
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Leading a team of 15 customer service associates
- Implemented feedback tracking system to identify areas of improvement and adjust team strategies accordingly.
- Reduced average handle time and improved CSAT through effective communication training and improved knowledge of products/services offered.
- Participated actively in company-wide projects aimed at refining policies or introducing new customer service initiatives.
- Conducting interviews and trainings for new-joiners
- Assisted workforce team with preparing schedules for each quarter and forwarding paid leaves and sick leaves for payroll to document
Customer Service Representative
Foundever
06.2019 - 01.2021
- Handled customer inquiries in professional manner, resulting in reaching customer satisfaction and quality assurance numbers above 90%
- Resolved customer complaints with empathy, resulting in increased loyalty
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Education
Java Developer - Computer Programming
Sofia Software University
Sofia, Bulgatia 09.2022 - Current
Skills
Slack, Jira, Zendesk, Intercom, LiveAgent, MS Office
Critical thinking and problem-solving
Mentoring and training
Effective listening and goal-oriented feedback
Timeline
Java Developer - Computer Programming
Sofia Software University
09.2022 - Current
Customer Service Team Lead
Crypto.com
11.2021 - 01.2024
Customer Service Team Lead
Foundever
01.2021 - 11.2021
Customer Service Representative
Foundever
06.2019 - 01.2021
Customer Service and Risk Manager
Brisquire
1 2024 - Current
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