1. Curriculum vitae
PERSONAL INFORMATION Silviya Totevska
11 Belasitca Str., 1233 Sofia (Bulgaria)
+359 887 934 999
sisitot@gmail.com
Skype sisitot2007
Sex Female | Date of birth 20/09/1979 | Nationality Bulgarian
JOB APPLIED FOR Data assistant
WORK EXPERIENCE
04/05/2015–Present Customer Support Representative
IBM Bulgaria EOOD, Sofia (Bulgaria)
- communicate with customers, answer questions and manage customer's situation and exception
problems;
- direct calls to different departments and next levels of support responsible for resolving the relevant
issues;
- perform other related tasks ad activities as directed by Management, such as reporting and issue
escalation where necessary;
- answer telephone calls and deals with them promptly, efficiently and with empathy to ensure positive
experience for our customers;
- validate customer service entitlements;
- assume responsibility and ownership for all customer queries;
- obtain accurate customer details and amend call- handling system when applicable ;
- positively manage internal relationships;
- contribute positively towards the achievement of performance targets in all aspects of the team's
activities;
- ensure through teamwork that all Service Level Agreements are met consistently;
- additional tasks as required by management;
17/07/2013–Present Customer service representative
Hostway, Sofia (Bulgaria)
- Respond and resolve Hostway customer inquires by investigating all issues and gathering all
necessary information within multiple billing and customer management system either on a front line
or second level basis
- Research complex Customer issues and prices billing adjustments by entering credits or other
adjustments into the records for that customer account
- Document and track all inbound and outbound customer contacts on Hostway's proprietary systems
05/2013–Present Translator
Free lancer, Sofia (Bulgaria)
- Translating on big International Events and Seminars for American Company - Worldventures;
- Translate company contracts for WorldVentures;
- Assisting students in English learning as a free lancer
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2. Curriculum vitae Silviya Totevska
18/06/2006–05/02/2012 Casino Dealer
RCCL, Miami (United States)
Gaming, entertainment, customer service and PR
Business or sector Cruising and vocation planning
11/08/2002–12/11/2004 Cashier
Games Entertainment S.A.MSC, Milan (Italy)
Financial documents and paper-working the casino operational, gaming and cashiers documentation;
financial reports; Supervising all casino dealers and managing their working shifts; dealing casino
games
Business or sector Gaming and cruising
EDUCATION AND TRAINING
15/09/1998–20/08/2003 Bachelor in Business Management ISCED 4
University of Economics Varna, Varna (Bulgaria)
Business Management
15/09/1993–30/06/1998 English Language ISCED 3
Language High School Pravets
2161 Pravets (Bulgaria)
English Language
PERSONAL SKILLS
Mother tongue(s) Bulgarian
Other language(s) UNDERSTANDING SPEAKING WRITING
Listening Reading Spoken interaction Spoken production
English C2 C2 C2 C2 C2
Italian A1 A1 A1 A1 A1
Russian B1 B1 A2 A2 B1
Spanish A1 A1 A1 A1
Levels:A1 andA2: Basic user - B1 and B2: Independent user - C1 and C2: Proficient user
Common European Framework of Reference for Languages
Communication skills - Good ability to adapt to multicultural environments, gained through my life and work experience
abroad;
- Teamwork;
- Good communication skills gained through my interaction with international guests and customers;
Organisational / managerial skills - excellent communication skills;
- excellent organisational skills;
- good analytical and problem solving skills;
- ability to produce good documentation;
- able to and keen in taking the initiative to work on new and difficult projects;
- experience of working with people from different cultures and backgrounds;
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3. Curriculum vitae Silviya Totevska
- confidence to work in a fast paced environment;
- experienced in dealing with the public and comfortable in a selling role;
- ability to work in a multi-national team environment with confidence and minimal supervision;
- Well spoken, approachable, with greatattention to detail and a professional attitude;
- Can fluently speak English and understand and speak with ease a little of other languages.
Digital competence - Good command of Microsoft OfficeTM tools (WordTM, ExcelTM and PowerPointTM);
- Outlook
- Trados Studio 2011
- Transit
Driving licence B
ADDITIONAL INFORMATION
A well presented, articulate and confident individual with a proven ability to provide exceptional service
and ensure that people achieve a lasting positive impression of the job performance.
Having an outgoing personality, good interpersonal skills and the ability to work in a multi-national
team environment with confidence and minimal supervision.
Comfortable working in a fast paced environment and able to build and maintains good relationships
with people through a genuine desire to understand their needs and deliver for them.
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