Customer Care Representative, Advisor and accounts payable receivab

CURRICULUM VITAE OF SILVIA BOGOMILOVA GEORGIEVA

Address: Liulin 7 district; 704 ed.; app. 70; Sofia 1243 - Bulgaria

Mobile: +359-***-**-**-**

E-mail: *********.********@*****.***

Date and place of birth: 20/07/1975, Bulgaria (Sofia)

PROFESSIONAL EXPERIENCE

Concentrix Services Bulgaria (04.04.2017 - 05.03.2018) (Projects cut – off the staff).

Customer Care Advisor

Place: Sofia, Bulgaria

Call center: Rentalcars, Trip Advisor and VF projects)

Sector: Customer Care Advisor

MAIN RESPONSIBILITIES:

• Providing customer care oriented support over the phone and emails - solving issues and providing solutions related with the specific needs of the projects like crisis situations, products and services advises.

• Collaborate with other departments to ensure the customer issues are resolved.

• Troubleshoot reported issues and resolve or escalate them by following the procedures.

• Execute policy and procedures to resolve issues and offer suggestions to customers within the defined support boundaries.

• Meet and exceed requirements for deliverable output.

• Meet the specific daily targets with respect to the Key Result Areas.

• Complete all given tasks within the time specified.

• Ensure customer satisfaction.

• Excellent communication skills.

• Excellent knowledge of SPANISH and customer oriented ENGLISH.

• Very good computer literacy.

SkyLine Bulgaria Ltd. (October 2016 - December 2016) (Company cut – off the staff on 22th of December 2016)

Sales Representative

Place: Sofia, Bulgaria

Sector: International Stock Market

MAIN RESPONSIBILITIES:

• Making outbound calls to provide customers with the required information and convincing the potential customers to start trading on the International Stock Market over the phone through our company.

• Working with all Latin America, USA, Australia and others, which are from the similar or the same time frame.)

Sitel Bulgaria OOD (since July 2013 - August 2016)

Consultant: – Tier1 - Customer care representative

Place: Sofia, Bulgaria

Sector: Call Center

Functions: Money transfers specialist for MoneyGram project

MAIN RESPONSIBILITIES:

• Providing customer care oriented support over the phone - solving issues and providing solutions related with MoneyGram service.

• Collaborate with others to ensure the customer issues are resolved.

• Troubleshoot reported issues and resolve or escalate them by following the procedures.

• Execute policy and procedures to resolve issues and offer suggestions to customers within the defined support boundaries.

• Meet and exceed requirements for deliverable output.

• Meet the specific daily targets with respect to the Key Result Areas.

• Complete all given tasks within the time specified.

• Ensure customer satisfaction.

• Excellent communication skills.

• Excellent knowledge of SPANISH and customer oriented ENGLISH.

• Very good computer literacy.

Sutherland Global Services LTD. (September 2011 - End of October 2012)

Consultant – Tier1 Technical Support

Place: Sofia, Bulgaria

Sector: Call centre – RealNetorks Team

Functions: Technical Support

MAIN RESPONSIBILITIES:

• Providing technical support for software products, services and other subscription services and third party products via telephone, email, and/or chat.

• Update customer information and transaction information as needed into the database.

• Collaborate with others to ensure the customer issues are resolved.

• Troubleshoot reported issues and resolve or escalate them.

• Execute policy and procedures to resolve issues and offer suggestions to customers within the defined support boundaries.

• Meet and exceed requirements for deliverable output.

• Meet the specific daily targets with respect to the Key Result Areas.

• Complete all given tasks within the time specified

• Ensure customer satisfaction.

• Excellent communication skills.

• Excellent knowledge of SPANISH and ENGLISH.

• Very good computer literacy (MS Word, MS Excel, MS Power Point, excellent knowledge of Internet).

C3i EUROPE LTD. (April 2010 - August 2011)

Help desk analyst

Place: Sofia, Bulgaria

Sector: Call Center – Kika, Shire, Merck and Novartis Teams

Functions: Operator analyst

MAIN RESPONSIBILITIES:

• Providing comprehensive technical support to medics (doctors, nurses and patients) in their native language.

• Organize and utilize all support resources provided including emails, documentation, contact lists, etc.

• Troubleshoot reported issues and resolve or escalate them

• Core competencies of the position are consistent customer care within our quality standards

• Ensure customer satisfaction

• Excellent command of SPANISH.

• Fluent spoken ENGLISH.

• Customer service orientation.

• Ability to attend unconventional (i.e.-night shifts) work hours.

• Knowledge of MS Office, Windows, Unix, Citrix and Internet applications.

AURIGA CROWN RENT-A-CAR (August 2007 - April 2010)

Receptionist on front office and subsequently manager of the local

Place: Palma de Mallorca and Ibiza, Spain

Sector: Vehicle Rentals.

Functions:

As a receptionist - Dealing with contracts, reservations, invoices, administrative tasks, accident investigation and processing, att. custom depending on the customer profile.

As a manager - Development and training of employees. Managing all the documentation and necessary permits to be able to launch the offices successfully and to gain benefits.

EUROPE GOLD RENT-A-CAR (May 2005 - August 2007)

Receptionist

Place: Palma de Mallorca – down-town, Spain

Sector: Rentals of vehicles

Functions: Receptionist desk in rent-a-car - Palma head office.

Making contracts, reservations, invoices and vehicle delivery to hotels as necessary. Prepare documentation and accounts for all regional offices on the Island and annual reports, accounts and calculating a profit of the company. Management of administrative tasks.

HELIOS 24 S. L. (February 2002 - March 2004).

Administrative and on – line seller

Place: Palma de Mallorca, Spain

Sector: Travel Agencies

Functions: Management of on-line reservations of hotels, cars and tourist packages. Calculating rates of 2500 hotels in Spain and introduce them in the network system. Negotiate the terms of the contracts with the partners of the company. Give up a customer attention through internet or by the phone.

BG THERM LTD; AMAX GAS LTD; BG INVESTMENT and A3 LTD (October 1996 - January 2002).

Financial and trade economic specialist

Place: Sofia, Bulgaria

Sector: Wholesale Distribution.

Functions: Auditing, control and revision of the Finances of the company general. Annual control of the import and the goods distribution. Financial analysis and forecast of financial estimates for future periods - semi-annual and annual.

TRAINING & CERTIFICATION

Trade Economy and Finances. – High International Business School “Bulgarian - Danish Economic High College”. Botevgrad (Bulgaria). Completed in October 1996.

Project: Development and economic evaluation of stock management and marketing.

Economic trade - Economics Academy “Dimitur Tsenov” – Svishtov, Bulgaria - Graduated in September 1998. Graduated and first high degree, specialist of Trade Economic and Financial analysis, specialized trade in companies with a capacity of developing small and/or medium.

OTHER COURSES

Catering and Tourism - Second Speciality: Superior Course Accommodation. High International Business School “Bulgarian - Danish Economic High College”. Botevgrad (Bulgaria) - Completed in May 1996.

Customer care - Certificate of participation and practice of customer care granted by STANDBY CONSULTANTS - Palma de Mallorca - Completed in November 2007.

LANGUAGES:

Bulgarian: Native language

Spanish: level (fluent)

English: level (very good)

PROFESSIONAL AND INFORMATICS SKILLS:

Management Applications and Databases - Professional Level

Microsoft Word – Professional Level

Spreadsheet (Excel and others) - Professional Level

Accounting/Finance and Journal - Professional Level

Internet and Mail - Professional Level

Math/Statistics - Professional Level

Applications Windows XP, NT, 2000, Vista and MS Office, 2007 incl. - Professional Level

Sales, Distribution and Management Documentary - Professional level

Microsoft Power Point Presentation, Adobe Acrobat Rider and Writer- Advanced Level

OTHER DATA:

Driving license: Group (B1) and own Car

Marital status: Married

PERSONAL INTERESTS / HOBBIES:

Reading psychological and criminal books; Surfing in internet; Interior Design; Different sports; Traveling; Rural and historical tourism.

Contact this candidate