Emil Kovachev Email & Phone Number

Varna, Bg

Varna, Bulgaria

• Communication with customers by phone, chat, and email;• Acquaintance with protocols related to the technical part of medical research and processes on a two-year basis;• Establishing the problems that occurred during registration, logging in, and authentication of customers in the system;• Familiarity with the new rules, procedures, ethics, and confidentiality about working with each client;• Remote technical support of the devices with which the client works;• Helping, clarifying, and brainstorming with colleagues and senior technicians in more complex and complex problems;• Offering advice and ideas for work optimization;• Work with the following platforms and systems: Salesforce, Slack, Zoom, and MS Teams.

Varna, Varna, Bulgaria

• Monitoring agent performance;• Presenting, clarifying, monitoring, and correcting the vacation schedule;• Help and guide agents with assignments;• Notification and clarification of new work processes;• Weekly huddle/ new processes, motivation, team building, etc.; • SKEP Skill and performance enhancement plan - once or more per month according to the agent's performance;• Monitoring all metrics that represent agent performance, such as speed, quality, and customer satisfaction of a line interaction;• Preparing weekly reports of the work done by the agents and the actions we have taken to improve their performance;• Taking all types of escalations with clients.

Varna, Bulgaria

Varna, Bulgaria

Varna, Bulgaria

Tamworth, Great Britain

Lichfield, Great Britain

Aksakovo, Bulgaria