Experience

  • Quality assurance specialist with German and English

    at Plus500

    March 2019 - at Present

    Sofiya

    ▪Providing detailed and personalized feedback for support agents, level 2 and 3 as well as the outbound chat agents in the company. Determining the cause of errors and based on that improving the procedures for evaluation on a regular basis. ▪ Acting as a back up team lead and preparing reports for the performance of the department and attending the regular meetings with management for solutions to work processes and improving the quality of the provided support. ▪ Regular meetings for feedback with team leads and their respective SMEs. Improvement of the feedback process and calibration sessions. ▪ Making sure the company’s compliance and AML practices are upheld by the support department and in case of errors rectifying it as soon as possible via a dedicated correction treatment

  • Subject matter expert

    at Plus500

    January 2018 - March 2019

    Sofiya

    Responsible for preparing and executing ongoing trainings in detailed areas. ▪ Working in close with the appointed team lead in providing feedback and deciding on solutions for improvement in the work environment for the dedicated team. ▪ Incorporating new starters into the work process and providing personal guidance and detailed feedback on a regular basis. ▪ Managing and distributing workflow, handling queues. ▪ Providing detailed information and solutions to complicated queries as a second line of consultation. ▪ Additional communication with clients to ensure satisfaction with the service and product.

  • Customer support representative with English and German

    at Plus500

    July 2016 - January 2018

    Sofiya

    ▪Managing onboarding and improving customer satisfaction with the service. ▪ Working with clients to identify the root cause of the customer’s query, providing accurate information and when needed transferring to the responsible department for resolvement. ▪ Providing client feedback and recommendations to the R&D department ▪ Maintaining high quality support while handling a steady flow of new queries.

Education

  • Master's degree in Marketing and marketing management

    at New Bulgarian University

    2018 - at Present (2 years) Sofiya

  • Anti - Money laundering - investment firms (UK and Europe)

    at Thompson recruiters

    2019 - 2019 (1 year)

  • Bachelor of European studies

    at Sofia University "St. Kliment Ohridski"

    2014 - 2018 (4 years)

  • Treating customers fairly (UK and Europe)

    at Thompson recruiters

    2016 - 2016 (1 year)

Languages

  • English Negotiation

  • German Negotiation

Hives