Community Manager & Customer Service Specialist

PLAMENA TODOROVA

Community Manager & Customer Service Specialist

Plovdiv, Bulgaria (Open to relocation – UAE) • +359-***-***-*** • *******.*.********@*****.*** PROFESSIONAL SUMMARY

Customer-focused Community Manager with 4+ years of experience in digital communications, client onboarding, and relationship management across international environments. Previously based in the UAE, with hands-on professional experience working for Etihad Airways and Emirates Group–Dnata, delivering high-standard service to a multicultural, high-net-worth clientele. Combines deep expertise in social media community management, CRM, and B2B/B2C client advisory with a warm, professional communication style. Adept at building long-term client relationships, resolving inquiries, and representing premium brands — qualities directly transferable to Dubai's luxury real estate market.

CORE COMPETENCIES

Community Management • Customer Relationship Management (CRM) • Client Onboarding & Retention • B2B & B2C Client Advisory • Social Media Communications • Complaint Handling & Resolution • Premium & Luxury Brand Representation • Multicultural Communication • Sales Support • Administrative Coordination • Documentation & Reporting • Microsoft Office & Google Drive

INTERNATIONAL EXPERIENCE – UAE

Etihad Airways Cabin Crew Aug 2011 – May 2013 • Abu Dhabi, UAE

● Delivered premium, personalized in-flight service to a diverse, multinational passenger base in a high-pressure environment

● Maintained strict safety, security, and service protocols while ensuring a comfortable and premium guest experience

● Acted as the primary point of contact for passenger needs, complaints, and escalations during flights

● Collaborated within multicultural, high-performance teams across international routes Emirates Group – Dnata Airport Services Agent Nov 2010 – Aug 2011 • UAE

● Guided and assisted customers through all airport formalities, ensuring a seamless and premium service experience

● Provided comprehensive VIP escort and concierge-style services to pre-booked customers

● Managed high-volume customer interactions with professionalism, efficiency, and attention to detail

PROFESSIONAL EXPERIENCE

Concentrix Bulgaria Specialist, Regional Marketing & Community Management Aug 2023 – Feb 2026 • Plovdiv, Bulgaria

● Managed online community interactions across LinkedIn, Instagram, Facebook, and TikTok for a global B2B brand

● Handled inbound and proactive communications with clients, partners, and community members professionally and on-brand

● Monitored brand mentions, responded to queries, and escalated issues to maintain high customer satisfaction

● Collaborated with regional teams to execute digital campaigns and communications aligned with business goals

● Tracked community KPIs and prepared regular engagement performance reports Concentrix Bulgaria (on behalf of LinkedIn) Account Executive – LinkedIn Marketing Solutions Apr 2022 – Feb 2023 • Plovdiv, Bulgaria

● Onboarded and advised B2B clients across EMEA on LinkedIn Marketing Solutions, acting as a trusted account consultant

● Built and maintained long-term client relationships, supporting campaign optimization and platform adoption

● Guided clients on budget strategy, targeting, and campaign setup, consistently improving client satisfaction scores

● Developed deep expertise in LinkedIn's advertising ecosystem and client service best practices

Bulgarian Honey Company Ltd. Marketing & Sales Specialist Aug 2021 – Jan 2022 • Plovdiv, Bulgaria

● Managed customer communications across social media and direct channels, handling inquiries and complaints promptly

● Represented the brand in B2B and B2C sales interactions, building relationships with buyers and retail partners

Socotab EOOD Receptionist & Administrative Assistant Sep 2014 – Aug 2021 • Plovdiv, Bulgaria

● Served as the first point of contact for clients and visitors, managing front-desk operations with professionalism

● Provided executive and general management support, including documentation, scheduling, and correspondence

● Coordinated events and administrative workflows, demonstrating strong organizational and multitasking skills

● Maintained accurate records and supported daily office operations over a 7-year tenure EDUCATION

Bachelor's Degree in Public Administration

University of National and World Economy (UNWE) – Sofia, Bulgaria CERTIFICATIONS

● Meta Certified Community Manager – Meta

● Meta Certified Digital Marketing Associate – Meta

● LinkedIn Marketing Fundamentals – LinkedIn Marketing Labs

● LinkedIn Marketing Strategy – LinkedIn Marketing Labs

● Advertising on LinkedIn – LinkedIn Learning

● Community Management: Managing Communities on Social Media

● Managing Social Media Activity – Skillsoft / CNXU ADDITIONAL INFORMATION

● Languages: Bulgarian (Native), English (Professional Working Proficiency)

● Prior UAE residency and work authorization with Etihad Airways and Emirates Group – Dnata

● Highly adaptable to multicultural, fast-paced work environments; experienced working with international, high-value clients

● Open to relocation to Dubai / UAE

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