Yoana Yaneva

Experience

• 

  TELUS

  Sept 2020 - Mar 2024

  • Manage a team of up to 40 individuals, providing guidance and delegating tasks to ensure efficient operations.• Address escalated cases swiftly, employing effective problem-solving techniques to identify and implement optimal solutions.• Report and analyze Key Performance Indicators (KPIs) to track team performance and identify areas for improvement. • Addressing customer inquiries regarding company offerings, products, or services.• Routing customers to appropriate departments or supervisors as needed.• Engaging in verbal and written communication in both Bulgarian and English to assist customers effectively.

  • Customer Service Team Lead

    May 2021 - Mar 2024

  • Customer Service Agent

    Sept 2020 - May 2021
• 

  Language Bear

  Apr 2024 - now

  Project Manager

  • Handling client orders in the company's ERP platform and devising execution plans according to client requirements and deadlines.• Distributing tasks among linguists and maintaining daily communication with clients and linguists to facilitate smooth execution of projects.