Juvie Tonchev
Puerto de Sagunto
Summary
Personable and dedicated Customer Service Representative | Quality Analyst | Data Analyst| Team Manager with extensive experience in iGaming industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients, improving numbers, and helping business reach their goals. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Sr. Team Manager
WHG Customer Services (William Hill)
Parañaque
07.2021 - 07.2023
- Streamlined and optimized analytical categories and reports leading to the recognition of two award-winning reports and analyses
- Provided detailed insights into customer interactions and contact levels, resulting in a 2% reduction in complaints
- Successfully enhanced the team's output of reports and analysis from 7 to 18
- Conducted training sessions for new analysts and search users, ensuring their successful integration into the team
- Monitored the team's progress against established goals and objectives
Sr. Insights Analyst
WHG Customer Services (William Hill)
Parañaque
03.2019 - 07.2021
- Developed an informative report that provided the business with actionable insights into our adherence to safer gambling measures, facilitating prompt mitigation of non-compliant instances
- Provided data-driven solutions to support decision making
- Collaborated with stakeholders across the organization to understand their needs from a data perspective
- Utilized advanced analytics tools such as Excel PowerPivot to manipulate large volumes of structured and unstructured data sets
- Developed dashboards with PowerBI and Excel to monitor key performance indicators
Quality Analyst
WHG Customer Services (William Hill)
Parañaque
04.2012 - 03.2019
- Achieved a 95% success rate by providing coaching to agents on audited occurrences, delivering constructive comments and actionable improvement suggestions
- Initiated and led successful quality projects that were recognized within the organization
- Utilized customer feedback analysis to pinpoint opportunities for enhancing product and service quality, leading to website modifications and corporate recognition
- Developed customized activities, briefings, and assessments to meet specific agent requirements
- Efficiently executed required modifications on zero tolerance cases, coordinating with cross-functional teams as needed
Customer Support Representative (Chat, E-mail)
WHG Customer Services (William Hill)
Parañaque
09.2010 - 04.2012
- Maintained exceptional levels of performance and quality, leading to commendations, promotion, and successful attainment of customer support goals
- Maintained an up-to-date knowledge of products and services offered by the company
- Handled escalated customer service issues with professionalism and empathy
- Developed relationships with customers through friendly and personalized interactions
- Identified opportunities to improve customer experience and suggested changes accordingly
- Shared knowledge with team to foster growth and collaboration
- Collaborated with other departments to resolve customer issues quickly
Technical Support Representative (Calls)
SYKES, Inc.
Makati
03.2008 - 07.2010
- Played a crucial role in elevating business performance by sharing feedback and insights gained from resolving recurring client issues
- Conducted supervisory calls to tenured and new support agents, resolving client issues promptly
- Successfully resolved various hardware-related problems for customers
- Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts
Education
Bachelor of Arts - Mass Communications
Universidad De Manila
Manila, Philippines03-2008
Skills
- Problem Solving
- Customer Service
- Strong Work Ethic
- Adaptability and Flexibility
- Attention to Detail
- Work Planning and Prioritization
- Performance Tracking and Evaluation
- Coaching and Appraisal
- Excel Functions and Formulae
- Data Storytelling, Quality, Mining, Analysis, Visualization, Reporting and Presentation
- Database Maintenance
Certification
- Six Sigma Yellow Belt in 2017
- RDBMS from Programming Hub in 2022
- SQL by Programming Hub in 2022
- TESOL from World TESOL Academy from 2022
Affiliations
- Drawing and painting
- Crocheting
- Reading novels
- Watching true crime documentaries and self-improvement videos
Accomplishments
- Winner CallMiner ListenUK Award in 2022
- Colleague of the Quarter in 2017
- Remarkable Employee in Go1Better Company Awards in 2017
- Consistent Top and Proactive QA
- Consistent Top Agent
Technical Experiences
- CallMiner
- LivePerson
- Microsoft Excel
- PowerBI
- JIRA
- Google Drive
- Trello
- Oracle
- Confluence
- Slack
- Zoom
- Skype for Business
Languages
English
First Language
Spanish
Beginner (A1)
A1
References
References available upon request.
Timeline
Sr. Team Manager
WHG Customer Services (William Hill)
07.2021 - 07.2023
Sr. Insights Analyst
WHG Customer Services (William Hill)
03.2019 - 07.2021
Quality Analyst
WHG Customer Services (William Hill)
04.2012 - 03.2019
Customer Support Representative (Chat, E-mail)
WHG Customer Services (William Hill)
09.2010 - 04.2012
Technical Support Representative (Calls)
SYKES, Inc.
03.2008 - 07.2010
Bachelor of Arts - Mass Communications
Universidad De Manila
- Six Sigma Yellow Belt in 2017
- RDBMS from Programming Hub in 2022
- SQL by Programming Hub in 2022
- TESOL from World TESOL Academy from 2022
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