Customer Service Management

PERSONAL INFORMATION Mariya Mareva

[pic] **?, Flora Kaneva street, Krastova Vada, Sofia, Bulgaria

[pic] +359-***-***-***

**************@*****.***

Sex F Date of birth 31.12.1986 Nationality Bulgarian

WORK EXPERIENCE [pic]

(03.2013 - till now) CSR Agent

OnProcess Technology Bulgaria

Outgoing calls, timely processing of incoming customer

requests, verifying the request details with the customer,

ordering and arranging the required spare parts, follow up

of the successful completion of each case, return chasing

of the defective parts.I am performing administrative and

organizational tasks, assisting my Team Lead in scheduling

workload and monitoring team performance.I am involved

also in customer escalations process and carrier

communication.

IT Services

(03.2011 - 03.2013) CSR Agent

HP Globul Deliverey Center

Outgoing calls, timely processing of incoming customer

requests, verifying the request details with the customer,

ordering and arranging the required spare parts, follow up

of the successful completion of each case, return chasing

of the defective parts.

IT Services

(06.2010 - 10.2010) Business Developer

Dantek, Sofia, Bulgaria

Gathering data for local market about e-commerce of

different products; Local regulations ; Communicate with

local companies ; Negotiate terms and prices ; Product

development - planning, coordination, monitoring the

implementation of the products local market ; local

market

E-commerce

(07.2010 - 06.2011) Contact Center for customers seeking assistance

CSMS Sofia, Bulgaria

Answering phone calls, communication with customers using

phone, providing satisfactory answers to customers,

providing high, Quality service to the customers,

presenting accurate information to the customers

Contact Center for customers seeking assistence

(12.2009 - 04.2010) Teacher

Private Commercial School Bulgaria,Varna

Teaching of Portuguese language

Education

EDUCATION AND [pic]

TRAINING

09.2011 - 07.2013 Master of Business Administration

University of National and World Economy Bulgaria

Management, leadership, finance, accountancy

09.2005 - 06.2009 Bachelor of Applied linguistics if

relevant

University of Veliko Tarnovo "St. St. Kiril and Metodii"

Bulgaria

French and Portuguese philology

PERSONAL SKILLS [pic]

Mother tongue(s) Bulgarian

Other language(s) UNDERSTANDING SPEAKING WRITING

Listening Reading Spoken Spoken

interaction production

Portuguese Excellent Excellent Excellent Excellent Excellent

English Good Good Good Good Good

French Excellent Excellent Good Good Excellent

Communication skills Excellent communication skills

Job-related skills Initiative, Problem solving, Flexibility, team worker,

ability to work under pressure, excellent analytical and

problem solving skills, excellent customer service skills,

I can prioritise, work efficiently and productively, and

manage my time well

Computer skills Microsoft Office, Microsoft Excel, Microsoft Outlook,

Microsoft Word, Internet, Clock (hotel software),

Other skills Adaptive, punctuality, honesty, reliability and

dependability

Driving licence B

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