VERONIKA MANEVA
Sittingbourne,United Kingdom
Summary
Experienced Customer Service Supervisor, recognised for exceptional leadership and team-building skills. Focused on improving customer satisfaction by streamlining processes and enhancing team performance. Successfully led initiatives that increased customer retention and reduced response times, ensuring high standard of service delivery.
Overview
13
13
years of professional experience
1
1
Certification
Work history
Customer Services Supervisor
Integrated Service Solutions
Sittingbourne, Kent
2025.06 - Current
- Manage, mentor, and develop the team of Sales Administrators and Accounts Managers, ensuring they have the necessary skills, confidence, and support
- Continuously refine and enhance sales operations and administrative processes to improve efficiency and effectiveness.
- Formally manage training plans, supporting skill development and career progression within the team.
- Assist the Team Manager in executing the service strategy, ensuring a professional and consistent approach for all customers.
- Act as the first point of contact for customer service issues, ensuring timely resolution and escalating when necessary.
- Work closely with production, warehousing, and stock teams to track orders and maintain high service levels.
- Foster a culture of adaptability, resilience, and confidence within the team to handle challenges and provide high-quality service.
- Have a strong understanding of ERP systems, ensuring accurate data management and troubleshooting system-related issues in key operational areas.
- Step in when required to support the team in day-to-day tasks, including order processing and customer communication.
- Ensure clear, professional communication both internally and externally when issues arise, maintaining service standards and managing expectations
- Oversee the accurate creation and amendment of customer sales orders and works orders.
- Work with customers and 3PL providers to manage all transport requirements, including special deliveries.
- Attend customer meetings and lead daily, weekly, and monthly internal meetings to drive the customer service agenda.
- Monitor and document all relevant Key Performance Indicators (KPIs) to drive continuous improvement.
- Actively participate in interviews and selection processes to ensure the best talent joins the team.
- Ensure effective communication between shifts through comprehensive handovers.
- Responsible for maintaining the highest standards of food safety and hygiene on site. This includes following all company policies, legal requirements, and industry best practices to ensure that food products are safe, compliant, and of the highest quality.
- Implemented training programmes, enhancing team capabilities.
- Demonstrated leadership skills in managing diverse teams.
- Enhanced operating procedures for smoother workflow.
- Fostered a supportive environment through active team management.
- Conducted regular meetings for transparent communication.
- Improved operational efficiency by identifying areas of improvement.
- Resolved complaints efficiently, fostering customer loyalty.
Senior Sales Administrator
Integrated Service Solution
Teynham, Kent
2025.03 - 2025.06
- Maintain Service Levels to the highest standard for key customer accounts such as M&S/JS/Tesco and all other retailers.
- Lead and guide the team in the absence of the supervisor.
- Support new customer on boarding process from start to finish.
- Assist with identifying training needs and providing training to other team members in collaboration with the Supervisor.
- Transfer daily supermarket orders from “We Supply” for next day/same day delivery and upload to Prophet ensuring all orders have been checked and received correctly, also booking transport where needed.
- Take ownership and ensure the accuracy of ancillaries and resources and ensure that these are correct at the end of each week for products that have been assigned.
- Allocate stock in rotation sufficient to produce customers next day/same day demand. Ensuring at all times that the third party packers are using the stock allocated.
- Ensure that all product is used efficiently and effectively to maximize yields.
- Ensure that all necessary information is ready for presentation at the daily operations meetings.
- Provide information to the customers operations team to facilitate the most efficient distribution solution versus packing requirement.
- To be responsible for taking charge of all account based queries in the first instance.
- Use Prophet Pallet Maintenance in full, to prepare detailed daily job sheets to enable the third party packing operation to accurately produce the required Tesco final product.
- Produce “GO 4’s” where necessary to enable the Packhouse to meet required delivery windows.
- On a weekly basis issue the packing ancillary guide detailing the ancillary codes to be used on works orders, paying careful consideration to using the most cost efficient codes.
- Ensure that the auto-weekend pre-checks have been carried out flagging up any issues to the Production Support Manager, the Finance Manager and the Shift Operations Manager.
- Provide cover and support for Tesco TIMS amendments at the weekends.
- Set up lines on the ERP system (currently Prophet) according to the availability of product as confirmed by the Job Scheduler/Production Shift Manager.
- To review/reconcile the work order stock information to increase the accuracy of stock.
- Actively liaise with colleagues on a day to day basis on matters relating to stock, work orders, stock errors etc., to allow for decisions to be made “real-time” which will increase the accuracy of stock usage information.
- To maintain service levels to the highest standard for M&S, JS, Tesco, and all other retailers.
- To monitor and investigate if stock movements within the Production Team are recorded accurately on the ERP system.
- Ensure that all relevant Key Performance Indicators (KPIs) are accurately documented and maintained.
- Undertake general ad-hoc administrative duties, as required and as directed by the Assistant Planning Manager and the Operations Planning Manager.
- Ensure that all practices and procedures are carried out in accordance with Company Policy and Health & Safety guidelines.
Sales administrator
Integrated Service Solution
Teynham, Kent
2022.08 - 2025.03
- Amend sales orders in DPS/ ISS system;
- Sync orders from DPS to ISS system;
- Split any Sku’s from/to different Distribution Points;
- Direct orders - check against e-mail; amend; highlight issues;
- Pro-rata any Sales orders and amend Product/pack size;
- Split between different Distribution Points with amendments to reflect stock availability;
- Tims amendments for DPS;
- Allocate all Jobs with stock checking against Multi Pallet Editor;
- Change packaging or job categories and display dates as required;
- Checking stock on Stock Management (Multi Pallet Editor) and on Load plans to see if enough stock available - escalate if not;
- Raising any new jobs as required (1500 rule, Berries/Cherries for Grower and COO);
- Customer Requested Stock Jobs Created in liaison with Planning / Raw Material Code;
- Branding matching in the SO and on the job;
- Packaging Groups and BOM’s correctly set and updated;
- Set up requests and IT tickets;
- Proactive communication with Planning/Production/WH team;
- Escalation to Customer PM’s timely and specific;
- Escalation to Senior management Clear and Demonstrable;
- Escalate Customer Issues to Production/WH/Planning immediately;
- Booking specials and sorting out all other transport related issues;
- Check every SKU for Stock Availability / Brand / Residency and Date Coding;
- Accurate Notes in correct format;
- Ongoing daily changes and actions documented and system updates actioned.
Pick admin
Morrisons
Sittingbourne, Kent
2021.10 - 2022.08
- Gathering information regarding Total Pick Volume, Total
- Picked and Chase;
- Understanding of different tasks on which days e.g
- Amazon
- Canteen, Gibraltar, McColls, Menzies, Wholesale support;
- Waving store demand;
- Releasing work into WES (Warehouse Execution System);
- Sequencing and baying up following Cusort;
- Prioritising Stores by Cusort order or pushing forward store wanted by Loading Request;
- Merging pallets to reduce assignments and utilising space on a trailer;
- Prioritising pallets for Putaways to reduce Un-waved cases;
- Investigating Un- waved cases;
- Investigating Chase throughout the day;
- Performing Manual Marks;
- Releasing Chase;
- Checking for new Disk Drops throughout the day;
- Informing Management of quantities of Bulk, Pick Cases, Shippers, etc.;
- Prioritising Large Assignments to ensure completion before Load Time/ End of Shift Time;
- Having knowledge of stock control - checking BBE, allocate new items, BSTACK, replen priority, etc.;
- Solving picker issues with the Voice system;
- Creating new users;
- Checking pick rate, replen count, Goods in income, Bulk income.
Warehouse Operative
Morrisons
Sittingbourne, Kent
2019.11 - 2021.09
- Ensuring that all goods that are loaded or unloaded match the relevant paperwork;
- Taking responsibility for a company’s freight and assets by reporting any suspicious activity at work;
- Storing and rotating stock according to established procedures;
- Reporting any damaged or missing goods to Warehouse Managers or Supervisors;
- Keeping the warehouse environment clean and tidy and maintaining equipment;
- Following workplace health and safety rules when handling goods;
- Ensuring efficient operations by adhering to operational procedures, rules and schedules;
- Assisting with warehouse inventory controls, which typically involves using a hand-held scanner and head sets;
- Treating merchandise with care and concern at all times;
- Loading and unloading trailers;
- Administration on loading using Paragon, WES, Oracle;
- Running Night Shift Loading process.
Warehouse Operative
Easy Life
Sittingbourne, Kent
2018.11 - 2019.10
- Pulls and packs product based on daily orders;
- Meets specifics of customer orders in a timely manner;
- Keeps products separated, organized and in good rotation;
- Monitors product quality frequently, reporting problems to mitigate safety issues.
Primary Teacher
Bacho Kiro Primary School
Veliko Tarnovo, Veliko Tarnovo
2017.09 - 2018.06
- Teaching all areas of the primary curriculum;
- Taking responsibility for the progress of a class of primary-age pupils;
- Organising the classroom and learning resources and creating displays to encourage a positive learning environment;
- Planning, preparing and presenting lessons that cater for the needs of the whole ability range within the class;
- Motivating pupils with enthusiastic, imaginative presentation;
- Maintaining discipline;
- Preparing and marking work to facilitate positive pupil development;
- Meeting requirements for the assessment and recording of pupils’ development;
- Providing feedback to parents and carers on a pupil’s progress at parents’ evenings and other meetings;
- Coordinating activities and resources within a specific area of the curriculum, and supporting colleagues in the delivery of this specialist area;
- Working with others to plan and coordinate work;
- Keeping up to date with changes and developments in the structure of the curriculum;
- Organizing and taking part in school events, outings and activities, which may take place at weekends or in the evening;
- Liaising with colleagues and working flexibly, particularly in smaller schools;
- Working with parents and school governors (in England Northern Ireland and Wales) or parent councils (in Scotland) to maximise their involvement in the school and the development of resources for the school;
- Meeting with other professionals such as education welfare officers and educational psychologists, if required.
Jewellery Shop Manager
Diksi Art BG
Sozopol
2013.06 - 2017.08
- Assisting and managing the daily operations and activities of the jewelry store, as well as supervising employees with their daily work requirements;
- Plans and prepares work schedules for jewelry store personnel, assigns employees to specific duty requirements of the store, prepares and directs personnel with appropriate merchandise, and provide performance review;
- Responsible for storing display as well as advertising copy, performing sales work such as taking inventory, recollecting cash with sales receipts, and maintaining operating records such as records of store transactions;
- Orders merchandise and stock as needed; and ensures personnel comply with established store security level, as well as sales and record keeping procedures and practices;
- Speaking with customers to resolve issues in a calm and professional way and getting the best outcome for customers so they are happy and for the business.
Education
Diploma of Higher Education - Diet and Nutrition
Oxford Home Study Center
Sittingbourne, KentBachelor - Primary teacher
Veliko Tarnovo University
Veliko Tarnovo, BulgariaSkills
- Microsoft Office
- Paragon
- WES
- BI Oracle
- Excel
- Google sheets
- Prophet- ISS/DPS
- Branding products
- KPIs setting and tracking
- Fluency in foreign languages
- Conflict mediation
- Time efficiency
- Stock management
- Multi pallet editor
- Sales order processing
- Sales administration
- Quotation preparation
- Customer Service
- Sales team motivation
- Technical sales training
Certification
- Mental Health First Aider
- Advanced First Aid & CPR
- Highfield Level 2 Award in the Principles of Fire Safety
LANGUAGES
Bulgarian
Native
English
Fluent
Russian
Intermediate
Serbian
Intermediate
Spanish
Beginner
Timeline
Customer Services Supervisor
Integrated Service Solutions
2025.06 - Current
Senior Sales Administrator
Integrated Service Solution
2025.03 - 2025.06
Sales administrator
Integrated Service Solution
2022.08 - 2025.03
Pick admin
Morrisons
2021.10 - 2022.08
Warehouse Operative
Morrisons
2019.11 - 2021.09
Warehouse Operative
Easy Life
2018.11 - 2019.10
Primary Teacher
Bacho Kiro Primary School
2017.09 - 2018.06
Jewellery Shop Manager
Diksi Art BG
2013.06 - 2017.08
Bachelor - Primary teacher
Veliko Tarnovo University
Diploma of Higher Education - Diet and Nutrition
Oxford Home Study Center