Резюме Customer Service

C U R R I C U L U M

C U R R I C U L U M

V I T A E

V I T A E

P

ERSONAL

INFORMATION

Name

Antoaneta Ivanova ************

Permanent Address

Mladost 2, bl. 14, vh. K, et. **********

3400 Montana, Bulgaria

Telephone

Mobile: + Показати контакти

E-mail

**************************

Nationality

Bulgarian

Place and Date of birth

Montana city, Bulgaria, ************

Marital status

Single

W

ORK

EXPERIENCE

• Dates

From ********** (currently)

• Name and address of

employer

https://sgtautotransport.com

• Type of business or sector

Auto transport management company, auto transport services

• Occupation or position held

Customer Service Advisor

• Main activities and

responsibilities



Receiving calls and record significant information



Addressing problems and requests by transmitting information or providing
solutions



Receiving and dispatching orders



Monitor the status of the order



Enter data in the computer system



Communicate with newly-registered customers



Resolve varying levels of queries in a timely and efficient manner



Follow best practices and company policies and procedures



Identify changes which can be made that will improve efficiency and
customer experience

• Dates

From ********** to **********

• Name and address of

employer

Evosource AG, Königsallee 92 a, 40212 Düsseldorf

www.gate50.de (http://www.gate50.de/)

• Type of business or sector

B2B platform between companies for marketing, compliance and buying

• Occupation or position held

Home-office

• Main activities and

responsibilities



Documents transactions by completing forms



Telephone sales

Montana, ************* Page 1 - Curriculum vitae of Antoaneta Ivanova ************

• Dates

From ********** to **********

• Name and address of

employer

Teleperformance Hellas

Leoforos Eleftheriou Venizelou (Thiseos) 330, Kalithea, Athens, Greece,

www.teleperformance.com (http://www.teleperformance.com/)

• Type of business or sector

Employing several thousand people around the globe, with offices in over 46
countries. The Contact Center handles more *********** telephone based

customer service projects every year on a global basis.

• Occupation or position held

Customer Service Advisor in English and German language

• Main activities and

responsibilities



Registering, handling, answering, escalating customer complaints and
cooperate with Skype T2 internal support and other CCs if required



Handling incoming inquiries, related to basic Tech support



Following-up on open issues where resolution was not able to be confirmed

on the original contact, processing non-technical outbound emails to End-
Users



Following all procedures accurately including Microsoft documented
processes and flows, data entry requirements, and complaint management

processes



Processing correctly all issues and in a timely manner; escalating issues

outside of service boundaries or when resolution cannot be confirmed



Translating the escalated incidents properly using the security verification

of End-Users to grant support only to legal clients, secure customers and
business

• Dates 

From ********** to **********

• Name and address of

employer

Walter Services GmbH
Llo*****************7 Bremen, Germany,

www.walterservices.com  (http://www.walterservices.com/) 

• Type of business or sector

Consulting and Customer Service ********** employees in Germany and abroad

• Occupation or position held

Contact Center Advisor – Customer Care

• Main activities and

responsibilities



In-and outbound telephone / mail 



Order Wenz, Meyer fashion, Babista and Tchibo Service Hotline (order

taking, order entry)



Data maintenance



Customer needs analysis



Collection and documentation of all Processes in the system Accepting

telephone orders and providing information



Product sales according to Service Catalog

• Dates 

From ********** to **********

• Name and address of

employer

Direct Line Marketing und Kommunikation GmbH
West******************9 Bremen, Germany,

www.direct-marketing-sales.de  (http://www.direct-marketing-sales.de/)

• Type of business or sector

Optimal partner for all telephone marketing needs as well as offering professional
support in the e-Commerce business with 300 employees. Major customers: THE

BEST BMW, Philip Morris

• Occupation or position held

Contact Center Advisor 

• Main activities and

responsibilities



Outbound telephony



Telephone marketing and phone Info



Customer recovery



Customer care



Address verification and address sourcing



Order taking, processing



Hotline Support



Event Hotline

Montana, ************* Page 2 - Curriculum vitae of Antoaneta Ivanova ************

• Dates 

From ********** to ********** 

• Name and address of

employer

GMC Call Gesellschaft fuer Telefonmarketing GmbH
Bertha von Suttner ************7 Bremen, Germany,

www.german-media-corp.de (http://www.german-media-corp.de/)

• Type of business or sector

Consulting and Marketing

• Occupation or position held

Contact Center Advisor on behalf of „Deutsche Telekom“:

• Main activities and

responsibilities



Outbound telephone



Customer recovery



Customer care



Sales support



Address verification and address sourcing



Order taking, processing

E

DUCATION

AND

TRAINING

• Dates

From ********** to ********** 

• Name and type of

organisation providing

education and training

University of Bremen, Germany,

www.uni-bremen.de (http://www.uni-bremen.de/)

Bachelor of Arts in European Studies
Integrated European Studies is a multidisciplinary degree programme. It deals with

the sociological and cultural-historical conditions which govern the driving forces of
politics and society, as well as the economic and legal mechanisms connected with

the transformations of Europe past and present. Subsequent processes of current
regional integration in Europe are analysed in front of this background. The main

focus is the transformation processes in Eastern Europe, as well as the challenges
confronting the European Union in face of eastern expansion. Germany, Poland and

Russia occupy a central position in this respect.

• Title of qualification

awarded

Academic Degree: Bachelor of Arts (B.A.)

• Dates

From ********** to **********

• Name and type of

organisation providing

education and training

St. Cyril and St. Methodius University of Veliko Turnovo, Bulgaria,

www.uni-vt.bg  (http://www.uni-vt.bg/)

Bachelor of Arts in Bulgarian and English Studies

• Title of qualification

awarded

Academic Degree: Bachelor of Arts (B.A.)

• Dates

From ********** to ********** 

• Name and type of

organisation providing

education and training

Secondary School in Foreign languages “P. Bogdan”, Montana city, Bulgaria with 
Specialization in German and English language

School Leaving Certificate

P

ERSONAL

SKILLS

AND

COMPETENCES

M

OTHER

TONGUE

O

THER

LANGUAGES

Bulgarian
German: excellent written and spoken

English: excellent written and spoken
Russian: basic knowledge 

Greek: basic knowledge 

T

ECHNICAL

SKILLS

AND

COMPETENCES

Computer skills - Microsoft WORD, Microsoft EXCEL, Microsoft Outlook, Internet

Explorer, Microsoft PowerPoint, Outlook Express 

H

OBBIES

Learning foreign languages, knowing new cultures, travelling, sport

Montana, ************* Page 3 - Curriculum vitae of Antoaneta Ivanova ************