About
Highly versatile professional with 7+ years of experience across IT advisory, security operations, and customer relationship management. Proven ability to enhance operational efficiency, reduce incidents by up to 20%, and significantly improve client satisfaction and retention through strategic protocol implementation and proactive problem-solving. Adept at leveraging technical expertise and collaborative leadership to drive impactful results in dynamic environments.
Work
Telus International
|Community Manager
Sofia, Bulgaria
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Summary
Ensured the safety and integrity of social media video content and online communities by enforcing platform policies and legal standards.
Highlights
Oversaw the moderation and integrity of social media video content, ensuring strict compliance with platform policies and legal standards.
Analyzed user-generated content to proactively identify and address violations, potential risks, and security concerns.
Collaborated with internal teams to refine moderation guidelines and enhance detection systems, fostering a safe online environment for users.
Concentrix
|Travel Agent
Sofia, Bulgaria
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Summary
Coordinated seamless and personalized travel arrangements for a diverse client portfolio, enhancing satisfaction and retention through strategic partnerships and feedback initiatives.
Highlights
Coordinated comprehensive travel arrangements for a diverse client portfolio, consistently ensuring seamless experiences and high client satisfaction.
Collaborated with international partners to negotiate exclusive deals, achieving significant cost savings for both the company and clients.
Spearheaded a customer feedback initiative that substantially increased service ratings, demonstrating a commitment to continuous improvement and client engagement.
Teleperformance Greece 'Google'
|Technical Advisor
Athens, Attica, Greece
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Summary
Provided expert technical support for Google products, resolving complex issues and enhancing user satisfaction through optimized protocols and collaborative strategies.
Highlights
Developed and implemented a streamlined troubleshooting protocol, reducing resolution times by 20% and significantly improving operational efficiency.
Collaborated with cross-functional teams to optimize product support strategies, contributing to a 15% increase in customer retention rates.
Identified recurring technical challenges and developed targeted training sessions for new advisors, enhancing team expertise and performance.
Securitas
|Security Guard
Västerås, Västmanland, Sweden
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Summary
Protected personnel and assets through vigilant surveillance and rapid response protocols, enhancing security operations and client satisfaction.
Highlights
Implemented enhanced security protocols, leading to a 20% reduction in incident reports and bolstering overall site safety.
Recognized twice with the Employee of the Month award for exceptional vigilance, rapid emergency response, and proactive risk assessment.
Fostered stronger client relationships and improved team efficiency through collaborative approaches and effective communication.
Avarn Security (G4S)
|Security Guard
Västerås, Västmanland, Sweden
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Summary
Ensured comprehensive safety and security for personnel and property in high-stakes environments by implementing advanced protocols and proactive threat identification.
Highlights
Instrumental in implementing advanced security protocols, achieving a significant reduction in incidents over a six-month period.
Received multiple Employee of the Month awards for proactive identification of security threats and meticulous incident reporting.
Consistently enhanced client satisfaction and trust through a steadfast commitment to maintaining a secure and safe environment.
Education
Edströmska
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Diploma
Transportation Administration
Courses
Transport Economics
Fleet Management
Sustainable Transportation Systems
Languages
Bulgarian
Basic
English
Native
Swedish
Native
Skills
Customer Service
Client Satisfaction, User Experience, Customer Retention, Personalized Service, Feedback Management, Relationship Building.
Security Operations
Security Protocols, Risk Assessment, Incident Reporting, Vigilance, Emergency Response, Threat Identification, Content Moderation, Policy Compliance.
Technical Support
Troubleshooting, Issue Resolution, Google Products, Product Support, Technical Training.
Operational Efficiency
Process Improvement, Protocol Development, Workflow Optimization, Strategic Planning.
Team Collaboration
Cross-functional Collaboration, Team Leadership, Mentorship, International Partnerships.
Communication
Effective Communication, Client Communication, Technical Communication, Incident Reporting.
Data Analysis
User-Generated Content Analysis, Performance Metrics.
Logistics & Supply Chain Management
Transport Economics, Fleet Management, Sustainable Transportation Systems.