Reneta Lozeva
Norwich
Summary
A committed and reliable employee, eager to acquire new skills and capable of quickly adapting to dynamic work environments. Former Call Centre Representative with expertise in effective communication and administrative duties. Previously employed as an Audit Assistant, experienced in handling external audit coordination and working with stakeholders to maintain smooth audit procedures and financial assessments. Honoured graduate in Business Management, dedicated to broaden management proficiency and contributing to organisational success as a dependable team player.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Customer experience manager
Sainsbury's
Norwich
2024.08 - 2025.08
- Managed difficult situations, ensuring customer retention and loyalty.
- Coordinated between departments to ensure smooth customer interactions.
- Handled complaints, providing appropriate, timely solutions, following up to ensure continued customer satisfaction.
- Coordinated department schedules to maximise coverage during peak hours.
- Enhanced team performance for better customer experience through regular training sessions.
- Managed team of 70 employees.
Delivery driver
Deliveroo, Uber eats, Just Eat
Norwich
2023.09 - 2024.08
- Meals delivery to multiple locations, accommodating customer preferences.
- Delivering temperature-sensitive goods using appropriate methods maintaining product quality.
- Safely operating vehicle in all types of weather conditions.
- Adhered strictly to established traffic laws whilst on duty reducing penalties incurred due to traffic violations.
- Consistently fulfilled approximately 20 orders per day within specified timeframes.
Audit/Accounts assistant
Larking Gowen
Norwich
2022.09 - 2023.09
- Examined companies' accounts and financial control systems.
- Performed various types of testing by collating and spreadsheet data.
- Liaised with clients' management teams and presenting findings and recommendations.
- Ensured procedures, legislation and regulations are correctly followed and complied with.
- Collaborated with more than 15 businesses throughout year.
Call Centre Representative
Ingram Micro
Norwich
2019.07 - 2022.08
- Produced and accurately followed communication scripts to resolve customer queries efficiently.
- Provided exceptional call centre experiences through first-class communication and professional customer care.
- Managed over 50 customer calls per day.
Production Operative
Ingram Micro
Norwich
2019.01 - 2019.03
- Attended training to keep up to date on safety standards and production regulations.
- Conducted inspections and performance tests on faulty equipment to determine repair needs.
- Carried out deep cleaning on devices, tools, and workspaces.
- Performed checks on over 40 devices per day.
Education
Bachelor of Arts - Business Management
University of East Anglia
2020.09 - 2024.07
Skills
- Leadership and Management skills
- Solution-minded
- Attention to detail
- Computer literate
- Team player
- Multitasking
- Emotionally intelligent
Certification
Chartered Management Institute Affiliate Employability Bootcamp member
Languages
Bulgarian
Native
English
Proficient (C2)
German
Elementary
Hobbies and Interests
- Playing volleyball
- Baking
- Nail artist
Timeline
Customer experience manager
Sainsbury's
2024.08 - 2025.08
Delivery driver
Deliveroo, Uber eats, Just Eat
2023.09 - 2024.08
Audit/Accounts assistant
Larking Gowen
2022.09 - 2023.09
Bachelor of Arts - Business Management
University of East Anglia
2020.09 - 2024.07
Call Centre Representative
Ingram Micro
2019.07 - 2022.08
Production Operative
Ingram Micro
2019.01 - 2019.03