Overview
Work History
Education
Skills
Timeline
Generic

Petya Margitina

Sliema

Overview

6
6
years of professional experience

Work History

European Customer Account Supervisor

Hillside (Sports) MP Limited
04.2022 - Current


  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Identified customer service trends to provide recommendations for process and procedural improvements.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
  • Self-motivated, with a strong sense of personal responsibility.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Learned and adapted quickly to new technology and software applications.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

European Customer Account Team Leader

Hillside (Sports) MP Shared
09.2021 - 04.2022
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Promoted high standards through personal example to help each member understand expected behaviors and standards.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.

European Customer Account Advisor

Hillside Shared Services 2018 Limited
07.2019 - 09.2021
  • Provided exceptional service by quickly identifying client needs and offering appropriate solutions or recommendations.
  • Established and built relationships by educating customers about value of company products and services.
  • Responded proactively and positively to rapid change.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Reduced customer complaints by providing timely solutions and maintaining open lines of communication.
  • Maintained up-to-date knowledge of product and service changes.
  • Maintained detailed records of all client interactions, ensuring continuity of service and seamless handoffs between team members when necessary.
  • Trained staff on operating procedures and company services.
  • Participated in continuous professional development opportunities, staying current with best practices and trends in customer account management.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Excellent communication skills, both verbal and written.

Quality Asssurance

SBTech Global Limited
10.2017 - 07.2019
  • Facilitated open communication among team members, fostering a collaborative environment conducive to continuous learning and improvement.
  • Collaborated with management to develop training programs that focused on improving agent performance and overall service quality.
  • Identified top-performing agents for recognition, utilizing comprehensive performance tracking systems and metrics analysis.
  • Enhanced customer satisfaction by analyzing service quality metrics and identifying areas for improvement.
  • Evaluated agent performance using a combination of quantitative metrics and qualitative observations, providing constructive feedback that led to measurable improvements in service delivery.
  • Reviewed internal systems and organized training plans to address areas in need of improvement.

Education

Bachelor of Science - English Literature

Paisii Hilendarski University
Plovdiv, Bulgaria
06.2011

Skills

  • Flexible and Adaptable
  • Friendly, Positive Attitude
  • Organizational Skills
  • Supervision and leadership

Timeline

European Customer Account Supervisor

Hillside (Sports) MP Limited
04.2022 - Current

European Customer Account Team Leader

Hillside (Sports) MP Shared
09.2021 - 04.2022

European Customer Account Advisor

Hillside Shared Services 2018 Limited
07.2019 - 09.2021

Quality Asssurance

SBTech Global Limited
10.2017 - 07.2019

Bachelor of Science - English Literature

Paisii Hilendarski University

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Petya Margitina