Customer Service Representative / Sales manager

Venceslav Blaskov

Home : Nishava ***, et. *, ap.*17, kv.Strelbishte, 1404, Sofia, Bulgaria

Email: *********@*****.*** Phone: +359-********* Gender: Male Nationality: Bulgarian

WORK EXPERIENCE

02/05/2022 –31/01/2023

Customer service representative with French and English

( for Expondo project)

Oworkers

City: Sofia

Country: Bulgaria

- Communicating with Expondo customers from France, Belgium. Switzerland email and phone, and maintaining a positive, empathetic and professional attitude toward customers at all times

- Identify and assess the customer's needs to achieve satisfaction

- Build sustainable relationships and trust with customer accounts through open and interactive communication

- Provide accurate, valid and complete information by using the right methods/tools

- Handle customer complaints, provide appropriate solutions and alternatives within the time limits

- Follow communication procedures, guidelines and policies

[ 30/06/2021 – 30/12/2021 ]

Order Management Specialist with Czech Language

Siemens - Order Management Hub in Bulgaria for Central and Eastern Europe City: Sofia

Country: Bulgaria

-Manage customer orders (order entry, purchase order, logistics, invoicing)

-Process all customer and purchase orders through SAP system

- Issue primary accounting documents in SAP system

- Follow up of deliveries, ensure on time delivery of goods and materials

- Ensure adherence to internal and external regulations, export control and customs regulations

- Communicate with external and internal customers regarding processing of orders

[ 04/04/2021 – 29/06/2021 ]

Senior Sales Representative with French and English for Microsoft SMB France

Service Source International Bulgaria EOOD

City: Sofia

Country: Bulgaria

- Achieve my revenue based quota by selling renewals/products/services, to offer upsell opportunities when applicable

- Work within dedicated territory for established client

- Provide accurate weekly/ monthly/ quarterly sales forecast

-Mastery of product knowledge and technical understanding of products and services to effectively assess client needs and requirements

- Successfully promote products or services for established client

- Guide customers through onboarding after product purchase and promote strategic adoption of product(s) enhancing the customer experience, establishing optimal usage behaviors and accelerating the customer's time to value

- Utilize data to identify ‘at risk’ and adoption opportunities

- Initiate steps as needed to remediate customer concerns/roadblocks prohibiting satisfaction or product usage

-Manage external competitive pressures and effectively handle objections to retain customers or win new customers

-Manage high volume of customer contacts through phone and email each day - majority of communication is outbound

- Ensure high level of professionalism during all interactions with customers and prospects

- Effectively partner and build strong business relationships with both internal and external stakeholders to ensure customer expectations are met

-Collaborate with cross functional teams and management to optimize sales processes, systems and achieve a superior customer experience

-Maintain the customer management system (CRM) to ensure all relevant data is captured in a timely

manner

- Ability to provide consultative support

- To attend vendor and/or external events, as needed

- To provide mentoring and guidance to more junior staff

[ 03/07/2020 – 29/12/2020 ]

E-Commerce Advisor with French and English (project VF company - Timberland, Vans,The Nord Face)

Concentrix

City: Sofia

Country: Bulgaria

- Communicating with VF customers from France, Belgium. Switzerland, Luxembourg by phone, email and maintaining a positive, empathetic and professional attitude toward customers at all times

- Building a rapport with VF customers to help them with enquiries including: order tracking, payments, product information, tracking deliveries, returns, sizing and quality queries

- Discussing and advising about new products and managing multiple tasks to promptly resolve customer queries

-Keeping records of customer interactions, comments and complaints

-Ensure customer satisfaction and provide professional customer support

- Identifying ways to improve processes in order to improve sales, brand loyalty and the customer service and experience

[ 30/04/2018 – 31/05/2020 ]

Customer Service Advisor with Czech and English (project HMD-Nokia Mobile care)

Sitel

City: Sofia

Country: Bulgaria

- To provide customer service and technical support to HMD customers

- To handle interactions with customers via chat and e-mail

- To provide accurate and polite answers to customer requests and to pay respect to customer needs and ways of communicating

- If customer has a complaint or issue with the service or HMD product, to listen the customer and to objectively guide and support customer according to given guidelines

[ 31/03/2016 – Current ]

Manager and owner

Luxorama Ltd

City: Sofia

Country: Bulgaria

Trade company with main business :

-Online sales of fashion accessories and cosmetics with delivery to all EU (Amazon, Ebay)

-Online sales of fashion accessories on Emag in Bulgaria

-Increase the profit and turnover of the company

-Logistics of delivery to the customers

-Communication with international partners ( Germany, Israel)

-Marketing of the company

[ 31/01/2013 – 14/12/2014 ]

Country manager

Essilor International Bulgaria

City: Sofia

Country: Bulgaria

1.Finance:

- Follow up of the P&L statement of the company, increase the turnover and the profit of the company

- Assure the reliability and quality of the reporting sent to HQ (Essilor International) and Area HQ ( Essilor Austria);

- Improvement of debts of the company - negotiations with problematic clients 2. Sales and Marketing:

- To build a new Sales team

- Managing and coaching the Sales team

- Sales budget of the company

- Negotiations with KA clients of the company

- Sign the contracts with important customers and suppliers KA

- Create the marketing plan of the company and assure its implementation

- Create the commercial policy of the company (for lenses and instruments)

- Control the work of sales force team.

3. HR

-better company organization, new staff recruitment

[ 30/05/2009 – 27/02/2012 ]

Commercial Administration Manager

L'Oreal Bulgaria

City: Sofia

Country: Bulgaria

- Responsibility for the negotiations with the KA clients of the company.Signing trade agreements with them.

- Responsibility for the Commercial policy for Traditional trade: discounts and payment terms and setting of targets for additional discounts

- To lead and control administrative work of whole commercial team: KAMs, Field Sales Manager and Sales Reps

- Sales Motivation of Sales Reps (Regional managers)- to follow the performance and set their monthly targets for bonuses

- Coordination with Marketing, Controlling and Logistic teams of Serbia and Bulgaria about Sales actions

- Sales forecast for Traditional trade – perfumeries, pharmacies, drug stores and also the check the forecast of KAM about Modern Distribution ( hyper and supermarkets)

- Recruitment and management of team of 21 merchandisers ( direct reports) – working plans, motivation- qualitative and quantitative bonuses

- Regular field visits - motivation and control the work of Reps and Merchandisers

- To follow and analyze information about our distribution and evolution in TO

- Elaboration of Commercial contracts together with lawyers and Commercial Director

[ 31/10/2002 – 30/05/2009 ]

National Sales Manager

L'Oreal Paris ( representative office and later subsidiary in Bulgaria) City: Sofia

Country: Bulgaria

- Responsible for the whole business in the country – modern and traditional trade

- To manage and coach the Sales team of 6 Sales Reps/Regional managers (direct reports) in direct distribution sales model

- Motivation of the Sales team- to set sales targets and bonuses of all kind

- Responsibility for the negotiations with the most important clients of the company. Signing Sales agreements with them.

- Responsibility for the achievement of company turnover and distribution

- Recruitment and of new Sales reps

- Trade education and development of the Sales Reps

- Regular market visits together with our Sales Reps to help in negotiations with clients and to control the quality of their work

- To suggest and analyze promotions in order to increase their effectiveness

- Implementation and organization of different projects - COOP and L’Oréal CLUB

- Sales Forecast for Traditional distribution

- Organizing the work plans of the Sales Reps

- To control the effective usage of different merchandising materials

- Control of expenses of Sales Reps

[ 28/02/1995 – 30/10/2002 ]

Sales representative

Representative office of L’Oréal Paris in Bulgaria City: Sofia

Country: Bulgaria

- Responsible for the sales of L’Oréal in South and East Bulgaria:

- Prospect new clients, visit them and present there our portfolio, creating and developing new points of sales of L'Oreal mass market brands on Bulgarian market- South Bulgaria- Plovdiv,Stara Zagora,Burgas, (in the beginning also part of Nord -East Bulgaria- Varna,Shumen,Dobrich

- Maximizing the sell in and the sell-out of our brands L'Oreal Paris,Garnier and Maybelline in these shops

- Maintaining good level of merchandising in my clients together with help of beauty advisers and merchandisers

- Maximizing the market share of our brands in my region

- Sales negotiations with my customers- Wholesalers and independent shop owners

(perfumeries, drug stores, pharmacies),

[ 30/09/1993 – 27/02/1995 ]

Sales representative

Ceslor (L'Oreal Paris subsidiary in Czech republic) City: Prague

Country: Czechia

-Responsible for all business of L’Oréal in Eastern Czech Republic and part of Prague:

-Research, find and develop new points of sales of L’Oréal mass market brands on Czech market

-Maximize the “sell in” and the “sell out” of our brands- L’Oréal Paris,Garnier and Maybelline in these shops

-Maintaining good level of merchandising in my clients together with help of beauty advisers and merchandisers

-Maximize the market share of our brands in my region

-Sales negotiations with my clients

EDUCATION AND

TRAINING

[ 31/08/1992 – 14/10/1994 ]

Master of Economics, Major - International Business Prague University of Economics and Business, Czech republic https:// www.vse.cz/english/

Address: W. Churchill Sq. 1938/4, Prague 3 – Žižkov, 13067, Prague, Czechia

[ 31/08/1989 – 14/07/1992 ]

Bachelor of Economics,Major - International Business Prague University of Economics and Business, Czech republic https:// www.vse.cz/english/

Address: W. Churchill Sq. 1938/4, Prague 3 – Žižkov, 13067, Prague, Czechia LANGUAGE SKILLS

Mother tongue(s): Bulgarian

Other language(s):

English

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French

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Czech

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Russian

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DIGITAL SKILLS

Microsoft Powerpoint, Microsoft Word, Microsoft Excel, Outlook Salesforce, Zendesk, SAP

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