A social media professional skilled in monitoring and moderating brand presence across multiple social media channels. Engaging directly with users through social media content and messaging, maintaining a consistent brand voice. My expertise includes utilizing various monitoring tools to track brand mentions and customer interactions through multiple social media platforms, ensuring that all communications align with best practices and effectively address the needs of the audience. With a background as a Team Leader, managing a team of 15 agents. Responsible for developing training programs, evaluating team performance to enhance service quality and meet client KPIs, and implementing process improvements to streamline workflows.
Experience: 4 years
Yearly salary: $70,000
Hourly rate: $40
Nationality: 🇧🇬 Bulgaria
Residency: 🇧🇬 Bulgaria
Experience
Customer Service Representative
Trading212Ltd. 2020 - 2021
Respond to customer inquiries via phone, email, chat, or in person, ensuring timely and accurate replies. Help achieve organizational goals while maintaining high standards of customer satisfaction. Develop a thorough understanding of the company’s product to provide accurate and informed customer support. Acquire the skills necessary to handle complex queries and escalations, ensuring that technical information is communicated in an accessible manner. Utilize effective conflict resolution techniques to manage challenging customer interactions professionally. Work closely with other departments, such as technical support or billing, to provide comprehensive solutions to customer issues.
Team Leader
ThomasCook, SixtyKLtd. 2019 - 2019
Led a team of 15 agents, assessing individual and team performance to improve service quality and meet client KPIs. Conducted performance evaluations, providing constructive feedback to support continuous improvement. Delivered comprehensive training programs—including induction, upskilling, and leadership training—to align team skills with business goals and meet organizational standards. Supported team growth by participating in promotion decisions based on performance. Prepared and analyzed monthly QA questionnaires, shared feedback, and implemented solutions to strengthen areas of improvement. Compiled daily, weekly, and monthly reports to track team strengths, identify improvement areas, and propose solutions for enhanced service quality. Introduced new communication methods and workflow processes, fostering a collaborative environment that improved motivation and operational efficiency.
Senior Customer Support Operator
ThomasCook, SixtyKLtd. 2018 - 2019
Participated in onboarding and training new agents to ensure smooth team integration. Provided support to colleagues and managers in daily tasks to enhance team productivity. Monitored team performance and delivered constructive feedback through email or in-person meetings to drive continuous improvement.
Customer Service Operator
ThomasCook, SixtyKLtd. 2016 - 2018
Demonstrated attentive and responsible support to customers, ensuring strong engagement. Identified and addressed customer needs promptly to provide timely resolutions. Adhered to all documented procedures relevant to each customer case for consistent service quality. Escalated client requests as necessary to ensure appropriate handling. Maintained a positive company image through professional and courteous live chat interactions.
Skills
customer-support
social-media
