Vasil Diulgerow Email & Phone Number

Sofia, Sofia City, Bulgaria

• Create and update processes and guidelines relevant to the CRC and Messaging agents teams and ensure they are followed correctly.
• Manage and assist in special projects relevant to the CRC and Messaging agent's teams.
• Coordinate simulations and checks to ensure operational excellence and preparedness.
• Be involved in the CRC team's day-to-day work, keep track of all action items, and ensure their completion.
• Design and create reports/dashboards in Salesforce to monitor team performance, coverage needs and provide insights to higher management.
• Monitor the KPIs for the Messaging team, investigate downward trends, and praise excellent performance.

Sofia

• Assist agents with their day to day work and provide administrative supportwhen needed.
• Keep close check on official and unofficial KPIs via existing reports
• Provide 1 on 1 feedback sessions to the Tier 1 agents in regards to theirperformance metrics, QA monitored conversations and reports from the SSVteam
• Create processes and procedures designed to improve the team'sperformance metrics, conversation handling and enhance communicationwithin the management
• Create improvement plans when agents are struggling to meet targets
• Provide different daily, weekly and monthly reports to leadership.

Sofia, Sofia City, Bulgaria

• Assist agents in their day to day and monitor the Customer service slackchannel for any questions
• Provide administrative support (open tickets to 60K IT and LivePerson IT)
• Keep close check on KPI metrics and unofficial metrics via existing reports
• Provide feedback to agents based on their performance
• Create improvement plans when agents are struggling to meet targets
• Provide Soft skill training when agents are struggling with that aspect

Sofia City, Bulgaria

• Monitor performance and results achieved by Tier 1 Support agents byauditing their messaging conversations and emails on a daily basis
• Identify areas of improvement in the performance of Tier 1 agents based ontheir KPIs statistics
• Provide feedback to Tier 1 Support agents related to their performance andany soft skills gaps

Sofia, Bulgaria

• Trainning newly recruited Customers Services Representatives within the Thomas Cook Project.
• Helping team members in their day to day tasks.
• Escalating cases to the appropriate department when they could not be resolved using the resources available to the team.
• Escalating procedural cases to the dedicated teams caused by inherent system limitations via a back office process.
• Completing reports and keeping the team's procedures manual up to date.
• Supporting Thomas Cook stores and 3rd party Travel Agencies via Live Chat regarding their Thomas Cook Package Holidays.

Sofia, Bulgaria

• Working with Thomas Cook stores and 3rd party Travel Agencies in supporting customers who have booked Thomas Cook Package Holidays.
• The job included booking new holidays and completing various amendments on existing bookings.