Anna Daverova Email & Phone Number

Bulgaria

• Spearheaded the growth and development of a professional Customer Support team, enhancing performance through strategic recruitment, dynamic leadership, and targeted training initiatives.
• Expanding the client portfolio as Outsourcing CS HUB - market research, connecting with companies and offering the services.
• Assume P&L accountability for the service line, including setting financial targets, managing budgets, optimizing revenue growth and cost efficiency, prioritizing sales and marketing initiatives
• Instituted rigorous Service Level Agreement (SLA) protocols to expedite and refine the resolution process for customer support inquiries.
• Closely work cross-functional collaboration with product and IT departments to streamline complex issue escalation, enriching both B2B and B2C service experiences.
• Improve of 24/7 expert customer support for a comprehensive range of domestic and international insurance products.

Bulgaria

• Developed and executed a comprehensive product roadmap for CXM solutions at TRAVEL BY ELECTRIC, focusing on enhancing customer satisfaction and operational efficiency.
• Implemented customer service strategies across all contact channels to provide award-winning service, resulting in increased customer satisfaction and quality indicators.
• Stayed informed on industry trends and regulatory changes to drive improvements and share best practices within the team and stakeholders.

Sofia, Sofia City, Bulgaria

• Spearheaded management of Samsung Bulgaria Service Centers, ensuring top-tier customer service and satisfaction.
• Fostered strong relationships with customers to comprehend their needs and convert detractors into brand advocates.
• Collaborated closely with cross-functional teams across time zones to effectively address and resolve customer complaints.
• Streamlined inventory management by overseeing the receipt and processing of stock.
• Maintained robust communication with service partners and internal departments to achieve strategic customer experience goals.
• Led training initiatives for staff to enhance complaint handling and risk mitigation competencies.

Sofia

• Develop and implement customer strategies by translating customer feedback into actionable insights, collaborating closely with internal team and global teams to develop new apps and services
• Partnered with cross-functional teams to expedite the resolution of customer issues, elevating customer satisfaction levels. Build strong relationships with Production, Logistics, and Warehouse teams to create added.
• Utilized extensive product expertise to customize recommendations, meeting diverse customer requirements effectively.
• Executed rigorous pre-launch testing to guarantee the market readiness of services, ensuring a seamless introduction.
• Take ownership of projects, bringing a pragmatic approach and a hunger for impactful results. Crafted detailed customer journey maps for a range of products and services, optimizing the end-to-end user experience.

Sofia, Sofia City Province, Bulgaria

• Provide leadership to a team of 15+ employees, fostering a positive and collaborative environment.
• Conduct training and development sessions for team members.
• Handle escalated complaints effectively.
• Monitor team performance and provide constructive feedback for improvement.
• Ensure smooth operation of customer support workflows, including ticket management, live chat, email responses, and phone support.
• Maintain quality assurance processes to uphold the highest service standards.

Sofia, Sofia City Province, Bulgaria

• Efficiently addressed customer inquiries and resolved issues by collecting relevant data, analyzing requirements, and delivering optimal solutions.
• Employed research and critical thinking to recommend approaches for intricate situations, escalating to supervisors when necessary for advanced assistance.
• Collaborated with cross-functional teams to expedite issue resolution, ensuring customer satisfaction
• Actively participated in process enhancement initiatives by proposing innovative ideas and pragmatic solutions.

Sofia, Sofia City Province, Bulgaria

Sofia, Sofia City Province, Bulgaria

Sofia

• Oversaw all Set Decoration and Design manufacturing processes for Nu Image - Millennium Films.
• Managed construction teams and operated heavy machinery to ensure timely completion of projects.
• Coordinated department communications, scheduling, and staff meetings to streamline workflow.
• Proficient in budget management to accommodate on-set crew requirements.