Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Eva Dimitrova Kurteva

Eva Dimitrova Kurteva

Valencia

Summary

Conscientious Customer Service Specialist with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Successful Digital Marketing Specialist skilled at planning, executing and optimizing online marketing strategies.

Overview

4
4
years of professional experience

Work History

Customer Support Specialist

Sitel
Sofia
08.2021 - 09.2022
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided excellent technical and commercial customer support to internal and external customers using CRM Tools.
  • Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
  • Described product highlights and benefits to help guide purchasing decisions and exceeded all project targets.
  • Maintained 98% success rate on first-call resolutions, escalating complex concerns to supervisors or field personnel to achieve necessary support.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Maintained 99% customer satisfaction, with minimum handling and waiting time in interactions.

Sales Consultant

Green Road
Plovdiv
06.2020 - 07.2021
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Responded to telephone and in-person requests for information.
  • Followed up with existing customers to provide additional support and address concerns.
  • Provided sales and customer service assistance to walk-in traffic
  • Presented products using interactive materials such as videos, charts and slideshows.
  • Conducted on-site product demonstrations to highlight features, answer customer questions and redirect concerns toward positive aspects.
  • Applied knowledge of market and full range of innovative and unique products to meet customer needs, expanding company's customer base.

Digital Marketing Specialist

Profko
London
06.2018 - 06.2020
  • Boosted brand awareness and engagement by establishing strong web and social media presence.
  • Created and deployed social media content, engaged with target audiences and boosted reach and client engagement by 60%.
  • Oversaw preparation of marketing copy, images, videos, emails and other collateral.
  • Tracked and reported on marketing campaign performance monthly to help with optimizing current and future plans.
  • Leveraged tracking data to segment target audiences, trigger campaigns and personalize content.

Education

Bachelor of Science - Psychology

University of Valencia
Valencia, Spain

Course - Public Relations, Advertising, And Applied Communication

PR And Advertising
09.2019

Course -

Contemporary Methods of Thinking
11.2020

Skills

  • Collaborative Team Player
  • Remote Technical and Sales Support
  • Patient and Empathetic
  • CRM Tools, Excel, PowerPoint
  • Technical Troubleshooting
  • Resolving Problems and Incidents
  • POS Systems and Ordering Platforms
  • Customer Service Excellence
  • Building Customer Trust and Loyalty

Languages

English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Bulgarian
Bilingual or Proficient (C2)
Russian
Intermediate (B1)

Timeline

Customer Support Specialist

Sitel
08.2021 - 09.2022

Sales Consultant

Green Road
06.2020 - 07.2021

Digital Marketing Specialist

Profko
06.2018 - 06.2020

Bachelor of Science - Psychology

University of Valencia

Course - Public Relations, Advertising, And Applied Communication

PR And Advertising

Course -

Contemporary Methods of Thinking

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Eva Dimitrova Kurteva