Nikolay Iliev

Experience

• 

  JUST EAT

  Feb 2017 - Nov 2017

  Customer Support Specialist

  – Managing inbound calls, chats, and emails from the company’s partners and online platform users.– Delivering remote technical support to resolve issues efficiently.– Proactively addressing existing issues and preventing potential ones.– Overseeing operations related to clients' business profiles, including ownership transfers, financial updates, and profile modification requests.

• 

  Fantastic Services Group

  Dec 2017 - Jul 2018

  Sales Representative

  – Handling inbound and outbound calls with individual and corporate clients, analyzing inquiries, and offering relevant, customized services based on their requirements.– Upselling and cross-selling additional services to maximize profit and enhance customer satisfaction.– Scheduling and rescheduling bookings based on real-time availability.– Providing first-line customer support and addressing potential issues as needed.

• 

  Flat Rock Technology

  Aug 2018 - Jul 2020

  Key Account Manager

  – Contacting potential clients and serving as a point-of-contact for existing ones.– Providing comprehensive technical support, including onboarding, paperwork, product integration, and issue resolution.– Monitoring performance and providing progress reports to clients.– Actively suggesting improvements to the company's service-providing strategy and client-side business development.– Training new hires and sharing knowledge on process optimization.

• 

  Alorica

  Jul 2020 - now

  – Removing high-risk illegal content from the online platform by applying and enforcing EU DSA (Digital Services Act) regulations.– Providing daily reports to the line manager.– Collaborating with QA to clarify client-provided information and clear grey areas for the team.– Assisting the management with various tasks.– Staying on top of numerous work-related updates and changes to ensure accuracy and efficiency. – Reviewed user profiles and user-generated content to enforce community policies, ensuring brand integrity and a safe online presence for MENA and Bulgaria markets.– Served as a key liaison between the client and the team, facilitating clear communication.– Acted as the internal Point-of-Contact for all regulation and policy-related inquiries, providing guidance and support.– Collaborated with QA representatives to enhance overall team performance and improve key KPIs. – Developing AI language understanding capabilities.– Translating audio segments from English to Bulgarian.– Creating a guidance plan for other agents working on the project.– Providing daily progress reports. – Reviewing user-generated content.– Removing imagery reported by users or flagged by the system.– Staying up-to-date with company regulations in a fast-paced and dynamic environment.– Collaborating closely with Quality Assurance daily to ensure the achievement of client-set targets.

  • EU Digital Services Act Moderator

    Sept 2023 - now

  • Senior Content Moderator

    May 2022 - Aug 2023

  • AI Natural Language Processing Specialist

    Dec 2021 - May 2022

  • Content Moderator

    Jul 2020 - Dec 2021