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Customer Service Manager

Mississauga, Ontario, Canada
November 17, 2018

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Demi Kolev



A driven HR professional. A proven team player who has demonstrated initiative, leadership and strong people skills in a supervisory position and in diverse work environments. Educational focus in Human Resources following undergraduate degree in Political Science and English. Seeking the opportunity to contribute my skills to support Human Resource development in a growing organization.


Proven leadership experience in supervisory role

Expert interpersonal and people skills

Motivated to take initiative and problem-solve

Ability to be flexible when responding to situations

Proficient with Microsoft Word, PowerPoint, Publisher, Excel, and data analyzing software Stata

Working knowledge in photo-editing software, Adobe Photoshop and Illustrator

Conversational understanding of French, fluent in Bulgarian, beginner ASL (American Sign Language)

Basic accounting and bookkeeping knowledge and skills

First Aid certified (January 2018)


Human Resource Management Certificate 2018 - Present

Sheridan College

Enrolled in evening classes, maintaining a 4.0 GPA, and working towards CHRP

Honours Bachelor of Arts Graduated 2017

University of Toronto

Specialist in Political Science and Minor in English

Credits also earned in Economics, Accounting, Calculus, and Business Management

Work Experience

Starbucks Shift Supervisor/ Recruitment Assistant Nov 2015 - Present

Identified a gap in organization and took the initiative to become the designated store trainer

Conducting of interviews, full-cycle recruitment and on-boarding process of new hires

Experienced in conflict resolution with both customers and performance management of coworkers

Took the initiative to become store Promotions lead

Learning ASL so as to interact with customers with disabilities

Completed Coffee Master Certification and Food Health and Safety Certification

Consistently helps motivate a team of 4-12 people to achieve sales goals

Communicates business needs and opportunities to manager

Responsible for delegation of tasks and issue management

Eureka Kids Preschool Teacher June 2015 - Oct 2015

Responsible for child engagement and implementation of Early Literacy program

Incorporated fun learning activities into daily schedule using new and creative methods

Fostered a warm learning environment

Oxford Customer Service Representative Oct 2013 - July 2014

Focused on customer care and interaction

Ability to communicate relevant information to customers in a clear and concise manner

Ability to recognize and respond to security risks

Ricki's Sales Associate Jan 2010 - Oct 2012

Consistently achieved sales goals

Volunteer Experience

Treasury 2009 - 2010

Mississauga Rotaract Club, Mississauga, ON

Management of the club emails and event promotion

Communication with the entire team

Handling of funds, donations, and bookkeeping

Math Tutor 2006 - 2015

Tutored multiple children in Grades 5-9 range

Consistently achieved performance learning objectives

Experienced with children with learning disabilities (e.g. ADHD)

References Available Upon Request

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