Nikola Iliev Email & Phone Number

Cardiff, GB

Cardiff, Wales, United Kingdom

• Excel in communication, addressing phone, chat, and email inquiries from clients and brokers, fostering strong client relationships.
• Serve as the subject matter expert (SME) within the department, contributing to project success and providing valuable insight.
• Actively involved in company initiatives, pursuing professional development and working on projects that enhance efficiency and processes.
• Handle sensitive information in strict compliance with data protection laws, ensuring confidentiality and privacy

Cardiff, Wales, United Kingdom

• Conducted inbound and outbound calls, including interactions with interpreters/translators to ensure member confidence in policy understanding.
• Worked diligently to enhance customer service levels and streamline internal communication across multiple teams.
• Provided timely and comprehensive email support, addressing member inquiries with maximum clarity.
• Effectively handled sensitive information, ensuring members' concerns were addressed professionally.

London, United Kingdom

• Developed strong organizational and time-management skills while efficiently managing diaries for a team of medical professionals.
• Demonstrated problem-solving abilities by triaging cases and making critical decisions on the allocation of medical resources.
• Showcased attention to detail and precision in coordinating clinics for clients, optimizing scheduling processes.
• Gained experience in client communication and appointment scheduling, emphasizing efficiency and customer satisfaction.

London, United Kingdom

• Led a dynamic team through training, coaching, and mentorship, fostering a culture of excellence and teamwork.
• Collaborated closely with upper management to implement operational improvements that enhanced efficiency and customer satisfaction.
• Demonstrated adaptability by leveraging prior experience to enhance IT systems in the workplace, providing guidance to colleagues.
• Ensured smooth daily operations, optimizing customer experiences and team performance.

The O2

• Efficiently managed and resolved incidents to ensure customer satisfaction, demonstrating strong problem-solving skills.
• Provided effective leadership, guiding team members in operations and procedures to deliver exceptional service.
• Cultivated a positive work environment and consistently exceeded customer expectations in food and service.
• Conducted interviews, staff selection, training, and supervision, contributing to a highly capable team.
• Spearheaded Excel-based automation initiatives, creating forms to track profits and streamline PnL calculations.
• Developed scheduling automation, reducing manual intervention and enhancing efficiency.

London, United Kingdom

IT Support and Networking Apprenticeship

London, United Kingdom

• Managed comprehensive network infrastructure, including firewalls, servers, and monitoring systems.
• Assisted in the development of tailored server standards, enhancing operational efficiency.
• Diagnosed and resolved UNIX and Windows processing issues, ensuring seamless operations.
• Provided first-line support for internal customers and conducted system audits.

Full Stack Development Diploma, Web Development, Distinction

Diploma Of Graduated High School, Specialised In Chemistry And Biology

Activities and Societies: Astronomy and Computer Science