Anna Tsoneva

Experience

• 

  Mälzer's Brewery Wiegmann & Klemz GbR

  May 2007 - Nov 2014

  Service and Restaurant Management

  Responsibilities:- Management of restaurant area- Processing of reservations- Organization and coordination of different events- Responsibility for initial trainings- Shift supervision- Organizational tasks in daily business

• 

  Goodgame Studios

  Feb 2013 - Jun 2013

  Community Management/Customer Service - Internship

  Responsibilities:- Managing the Bulgarian players' community and playing the intermediary role between company and community- Responding to customer questions and finding solutions to technical and account issues via different communication channels (email, chats, forums)- Planning and organization of community events in the forums; creating and managing discussions- Feedback communication between different departments of the company- Recruitment and supervision of forum moderators Show less

• 

  Hewlett-Packard Global Delivery Center Bulgaria

  Dec 2014 - May 2015

  Customer Access Coordinator

  Responsibilities:- Handling the inquiries (after purchase of Server, Storage, Networking, Software) of HP Top Corporate customers from the DACH and MEMA region via phone, e-mail and online (HPSC)- Acknowledging the requests and identifying the customer needs- Registering the information in the specified HP database- Transferring the requests to the dedicated Technical department- Monitoring the requests and ensuring SLA compliance- Coordination of logistic activities during out of office hours- Providing status updates to customers Show less

• 

  Sutherland Global Services

  Jun 2015 - Nov 2017

  Responsibilities:- Providing customer support in German and English on Twitter and Facebook.- Troubleshooting all kind of technical, account and payment issues.- Spotting trends on social media channels and reporting them to the right team.- Finding creative ways to address and/or solve any product-related issues.- Working proactively to ensure potential issues are escalated appropriately and customer needs are met in a timely, friendly and professional manner. Responsibilities:- Providing customer support in German and English via email.- Troubleshooting all kind of technical, account and payment issues.- Keeping high level of productivity and customer service satisfaction.

  • Social Media Support Consultant (Spotify project)

    Mar 2016 - Nov 2017

  • Email Support Consultant (Spotify project)

    Jun 2015 - Feb 2016
• 

  Coca-Cola European Partners

  Nov 2017 - Mar 2021

  • Prof, Disputes Germany

    Jul 2020 - Mar 2021

  • Senior Assistant Disputes

    Nov 2017 - Jul 2020
• 

  PALFINGER AG

  May 2021 - Aug 2024

  Accounts Receivable Accountant
• 

  Dormakaba

  Aug 2024 - now

  Senior Expert Invoice-to-Cash