Marcho Minchev

Experience

• 

  DECHI SA Ltd.

  Jun 2009 - Oct 2009

  Receptionist
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  DECHI SA Ltd.

  May 2010 - Oct 2010

  Receptionist
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  Tempodem Ltd

  May 2011 - Sept 2011

  Receptionist
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  Iberostar Sunny Beach Resort Hotel

  May 2012 - Oct 2012

  Receptionist
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  Banderitsa Hotel

  Dec 2012 - Mar 2013

  Receptionist
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  Iberostar Sunny Beach Resort Hotel

  May 2013 - Oct 2013

  Receptionist
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  Iberostar Sunny Beach Resort Hotel

  Apr 2014 - Oct 2014

  Shift Lead

  - Managing and controlling the day to day activities and tasks in the Front Office- Monitoring the work ethics, standards and procedures.- Providing training and assistance to the employees that have been assigned to my supervision.- Supporting the Front Office Manager during their duties.- Taking over the responsibilities and duties of the Front Office Manager when they are not available.- Providing high levels of professionalism and also exceptional customer service.

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  Sixty K Ltd (60K)

  Dec 2014 - May 2018

  Customer Service Representative

  - Acting as the first point of contact for customers, dealing effectively with requests, answering queries, taking responsibility for processing each enquiry through to a satisfactory conclusion;- Leading by example both in terms of delivering a great customer experience and by demonstrating the Company values and best behaviors;- Following all communicated updates, procedures and standards when handling customer queries;- Escalating issues to internal and external departments as required;- Helping new team members during the induction period.- Assisting team members with their chat/email to ensure customers’ queries are handled in the best possible way within the current contact;- Helping colleagues when dealing with difficult customers;- Suggesting improvements in processes and systems. Show less

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  EMAG

  Jun 2018 - Aug 2018

  Seller Development Specialist

  Identifying rising star sellers and consult them onhow to become top performers on eMAG.through toa satisfactory conclusion;Defying business strategies and tactics to improveseller performance through the use of analytic tools,reporting and knowledge bases.Demonstrating excellent time-management skillsand the ability to work independently while usingdepartmental resources, policies and procedures. Actively seeking solutions through logical reasoningand data interpretation skills and identifies trends toappropriate channel including improvementsuggestions. Show less

• 

  Tek Experts

  Aug 2018 - now

  Serve as the primary point of contact for customers experiencing complex or high-severity issues, ensuring effective communication and resolution strategies.Coordinate with internal teams, including technical support, product management, and engineering, to resolve escalated issues promptly.Develop and implement escalation procedures and policies to standardize responses and improve service delivery.Analyze escalation patterns and issue trends, collaborating with departments to implement corrective actions and prevent recurrence.Train and mentor customer service staff on escalation processes to enhance team preparedness and prevent unnecessary escalations.Negotiate solutions that balance customer satisfaction with company policies and capabilities.Prepare detailed reports for senior management on escalated issues, outcomes, and areas for improvement.Conduct post-resolution reviews to identify lessons learned and implement changes to reduce future escalations. Show less • Act as a liaison between client and customer on incident issues while maintaining the integrity of the level of service• Triage incident service request by outbound phone calls, email or web portal as a point of contact• Identify and assign the incident to the appropriate severity level, category, priority, team, and engineer• Manage the lifecycle of the incident until resolution• Make use of the appropriate information provided by the software and database systems to build problem resolution skills, and maximize the quality of support and the timeliness with which it is provided to customers• Identify and incorporate conflict resolution techniques Show less

  • Commercial Relationship Manager

    Mar 2019 - now

  • Critical Situations Manager

    Aug 2018 - Mar 2019