Silvia Ormanlieva
Sofia
Summary
Skilled in customer support and complaint handling, significantly contribute to improving customer satisfaction and operational efficiency, embodying a results-driven approach with a focus on impactful achievements. To seek and maintain full-time position that offers professional challenges utilizing Chinese and English language skills, excellent time management, problem-solving skills, researching relevant information skills, taking part in different aspects of the work process, able to learn and adapt quickly, with easygoing and positive attitude towards colleagues and partners/customers.
Overview
4
4
years of professional experience
3
3
Certifications
4
4
Languages
Work History
Customer Support Specialist
Takeaway.com
08.2020 - 09.2023
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Took on a number of responsibilities outside of my primary job duties, including training new hires, reviewing and handling workflows, reviewing feedback and supporting inquiries on social media and the company's Google Play and App Store apps.
Retail Shop Assistant
CCC Group
11.2019 - 06.2020
- Assisted with inventory management, ensuring accurate tracking and timely replenishment of stock.
- Boosted customer satisfaction by providing personalized assistance and product recommendations.
- Handled cash transactions accurately and efficiently at the point of sale, minimizing errors and discrepancies.
- Processed returns and exchanges efficiently, adhering to company policies while maintaining customer satisfaction.
- Assisted in training new employees on store policies, procedures, and best practices for success in their roles.
- Resolved customer complaints and issues in a professional manner to maintain positive relationships.
- Enhanced customer loyalty by offering personalized incentives such as rewards programs, special discounts or event invitations.
Jewelry Consultant
Imiks
07.2019 - 09.2019
- Assisted clients with selecting the perfect jewelry pieces for special occasions, such as weddings and anniversaries.
- Boosted sales revenue through effective upselling techniques and in-depth product knowledge.
- Conducted regular cleaning and maintenance of jewelry displays to maintain an appealing showroom appearance for customers.
Education
No Degree - Intensive Chinese Language
Shanghai Jiaotong University
Shanghai 04.2001 -
Bachelor's - Chinese Studies/Sinology
Sofia University St. Kliment Ohridski
Sofia 04.2001 -
High School Diploma -
Ivan Vazov Language High School
Plovdiv 04.2001 -
Skills
Customer service excellence
Live chat support
Ticket management
Complaint Handling
Technical Troubleshooting
Social Media Support
Time Management
Written Communication
Teamwork and Collaboration
Additional Information
• Volunteer work for Bulgarian Red Cross
• Organizational work for World Rowing Championship Under 23
• Organizational work for National Canoe Sprint Championship
Certification
Certificate in Advanced English (Council of Europe Level C1)
Timeline
Certificate of completion (One year Chinese language intensive course) from Shanghai Jiaotong University
06-2024
Chinese proficiency exam (HSK) at level 3
03-2021
Customer Support Specialist
Takeaway.com
08.2020 - 09.2023
Retail Shop Assistant
CCC Group
11.2019 - 06.2020
Jewelry Consultant
Imiks
07.2019 - 09.2019
Certificate in Advanced English (Council of Europe Level C1)
04-2019
No Degree - Intensive Chinese Language
Shanghai Jiaotong University
04.2001 -
Bachelor's - Chinese Studies/Sinology
Sofia University St. Kliment Ohridski
04.2001 -
High School Diploma -
Ivan Vazov Language High School
04.2001 -
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