Tsvetelina K.

Experience

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  FastComet

  Jan 2019 - Sept 2019

  Customer Success Specialist

  o Consulted with outside parties to resolve discrepancies and create expert solutions.o Offered advice and assistance to customers, paying attention to special needs or wants.o Developed community reputation through commitment to customer satisfaction and strong client relationships.o Increased efficiency and team productivity by promoting operational best practices.o Contacted clients to verify account information and maintain accuracy, resulting in 50% increase in client satisfaction.o Responded proactively and positively to rapid change.o Followed up with customers about resolved issues to maintain high standards of customer service.o Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Show less

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  HostPapa

  Sept 2019 - Nov 2019

  Customer Success Specialist

  o Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.o Provided primary customer support to internal and external customers.o Cultivated customer loyalty, promoted repeat business and improved sales.o Collected customer feedback and made process changes to exceed customer satisfaction goals.o Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.o Recommended products to customers, thoroughly explaining details.o Offered advice and assistance to customers, paying attention to special needs or wants.o Evaluated account and service histories to identify trends, using data to mitigate future issues.o Answered constant flow of customer calls with minimal wait times.o Gained customer acceptance by demonstrating cost reductions and operations improvements. Show less

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  SH

  May 2020 - now

  o Reviewed billing problems, researched issues and resolved concerns.o Worked with customers to develop payment plans and bring accounts current.o Managed monthly billing process to complete billings and returns to meet company revenue recognition policies.o Conducted performance reviews and implemented improvement plans.o Trained and mentored staff on procedures, compliance requirements and collections techniques.o Created new standard operating procedures improving billing accuracy and cash flow.o Worked cross-functionally with customer service, inventory, and finance teams for conflict resolution.o Resolved escalated customer issues and boosted retention rates by 50%.o Established and checked coding procedures, monitored reports and updated internal files. Show less

  • Continuous Improvement Manager

    Sept 2023 - now

  • Billing Manager

    May 2020 - Sept 2023
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  Voolsi

  May 2020 - Dec 2020

  Co-Founder

  A startup working on RnD of deep learning models to identify stress levels through physical signals.

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  Energize Global Services Bulgaria

  Mar 2021 - May 2023

  o Role Based Access Control (RBAC):o Defines in cooperation with application owners / team managers the different roles for an application and implements them in the identity management tooling, both for the company and external customers;o Requests application owners to deliver an overview of access profiles;o Performs data analysis and pattern recognition on the access profile structure;o Defines the various access roles for an application together with the application owner;o Defines the Segregation of Duties requirements, solutions, risks and mitigation measures for the application with the application owner;o Coordinates with the line manager to integrate access roles with existing business roles already in place;o Implements the roles in the Identity Management tooling.o Access Certification; verifies periodically the correctness of roles and users with the application owners:o Creates an overview per application of the active roles/user permissions;o Verifies with the owner the correctness of the roles/user permissions;o Validates the correct implementation of the roles/user permissions;o Corrects and updates roles/user permissions if necessary.o Functional Application Management; managing the functionality of the IAM software:o Defines and communicates (new) requirements to the IAM software supplier;o Configures, test and implements (or coordinates the implementation of) new functionality;o Communicates and trains the colleagues or organization regarding new functionality.o Application onboarding. Coordinates the implementation of automatic provisioning of user access for new roles and new applications:o Defines the requirements of an automated link between the IAM software and the systems/applications concerned, in close cooperation with the owners and the development team; Show less

  • Continuous Improvement Manager

    Jun 2022 - May 2023

  • Identity Access Management BU Team Lead at Worldline Global

    Oct 2021 - Sept 2022

  • Identity Access Management Consultant at Worldline Global

    Mar 2021 - Sept 2022