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.• Have one-on-one meetings with team members to discuss strengths, areas of improvement, and career paths.• Manage the onboarding process for new team members.• Provide administrative support to CRC and Messaging agents.• Coordinate with leaders from the Customer Care organization on different topics to ensure procedure alignment.• Take part in interviewing candidates for the CRC and the Messaging agent's teams.

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.• Coordinate with SSV Team Leaders and Tier 2 Tech Leads• Involved in Tier 1 new trainees recruitment and assistance during their training

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• Provide a Weekly DSAT Analysis• Work on cases escalated by the Tier 1 Customer Service team.• Assist new trainees during their training by requesting the required accounts,monitoring progress and arranging shadowing sessions and meetings.• Involved in Customer Service new trainees recruitment

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.