Ivan Kardjev
Sofia,Bulgaria
Summary
Goal-oriented International VIP Account Manager bringing eight years of gaming industry experience. Capable of establishing competitive structures, managing large customer load, gifted at lead generation and efficiently resolving customer issues. Increases business opportunities through outstanding client presentations, effective communication skills and dedication to customer service. Seeking new professional challenge with growing team.
Overview
10
10
years of professional experience
12
12
years of post-secondary education
Work History
VIP account manager
WilliamHill 888 Holdings Plc
Sofia , Bulgaria
02.2020 - Current
- Managed approximately 500 long-term customer relationships.
- Delivered a high level of service to clients to both maintain and extend the relationships for future business opportunities.
- Retained customers with multi-channel engagement strategy.
- Addressed problems in proactive and knowledgeable manner to maintain and enhance client satisfaction.
- Handled customer concerns and complaints to resolve issues and build loyalty.
- Trained team members to exceed targets and effectively retain accounts.
- Grew customer base by identifying needs to deliver relevant product solutions that met client budgets and schedules.
- Ran Salesforce reports to analyse customer base and target engagement.
- Tracked industry trends and customer behaviour to develop targeted sales strategies.
Custumer Support Agent
WilliamHill
Sofia, Bulgaria , Bulgaria
01.2019 - 05.2020
- Investigated and analysed causes of common customer issues, communicating findings and suggesting corrective action.
- Performance driven call centre agent with proven capacity to troubleshoot and resolve customers inquiries quickly.
- Provided 1st-line support to local, UK and EU customers in sector.
- Fulfilled targets in line with complaint, dispute and chargeback procedures.
- Outlook reports handled on a regular basis (specific cases that need follow up, communication to customers about escalation outcome, coordinating resolution across relevant departments).
- Offered customer support services in 3 languages including English, Italian and Bulgarian.
- Routinely contacted existing customers to discuss their support needs.
- Employed critical thinking and decision making to resolve complex support queries with 100% success.
- Managed customer support calls, email correspondence and support ticketing system.
Teleagent
Telus
Sofia, Bulgaria , Bulgaria
03.2017 - 12.2018
- Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Logged call details and customer information in secure systems, improving data collection measures.
- Used expert sales and negotiation skills to secure high-value bookings, providing excellent customer care throughout.
- Maintained detailed knowledge of product portfolios to competently advise customers.
- Collated and extracted customer data for reporting purposes, aiding progress and performance monitoring.
- Established follow-up call systems to effectively resolve complaints and maintain customer loyalty.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Attended regular product training to enhance customer advice.
Branch manager
Eurofootball
Burgas, Bulgaria , Bulgaria
08.2013 - 07.2014
- Designed sales and service strategies to improve revenue and retention.
- Developed and maintained relationships with customers.
- Interviewed and hired talented individuals with top-level strengths, improving overall talent and skills set for organisation.
- Led, managed and motivated a branch team of 5 people to consistently exceed sales targets by an average of 100% achievements.
- Facilitated smooth running of branch operations by verifying consistent compliance with standard operating procedures.
- Managed over 100 customers daily.
- Developed and implemented productivity initiatives in addition to coordinating itinerary and scheduling appointments.
Education
Bachelor of Science - Kinesitherapy
National Sports Academy (NSA) Vasil Levski
Sofia, Bulgaria 09.2015 - Current
High School Diploma - Graphic Design
Istituto Professionale Di Stato G.Sismondi
Pescia (Tuscany) Italy 09.2008 - 06.2012
Skills
- Thinking outside of the box
- Loyal and dedicated team member
- Creative and proactive
- Multitasker
- Efficient
- Customer service
- Sales expertise
- Relationship-building and management
- Highly competitive
- Optimising business processes
- Team training
- Self-motivated
- Engaging leadership style
Languages
Italian
NATIVE LANGUAGE
English
Fluent
A1
Bulgarian
Native
A1
Timeline
VIP account manager
WilliamHill 888 Holdings Plc
02.2020 - Current
Custumer Support Agent
WilliamHill
01.2019 - 05.2020
Teleagent
Telus
03.2017 - 12.2018
Bachelor of Science - Kinesitherapy
National Sports Academy (NSA) Vasil Levski
09.2015 - Current
Branch manager
Eurofootball
08.2013 - 07.2014
High School Diploma - Graphic Design
Istituto Professionale Di Stato G.Sismondi
09.2008 - 06.2012
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