Curriculum Vitae
PERSONAL INFORMATION
Elena Ivanova
Elena Ivanova
Plovdiv, Bulgaria
--Female,-, Bulgarian
WORK EXPERIENCE
September 2015 – Present
Customer Care & Complaints Manager
TMDHosting, Inc. Plovdiv, Bulgaria
Moving through several different roles within the Company provided me with a full industry
overview required to continue maintaining the global online presence and strong company image.
Started as a Sales Representative, later on became a Marketing and Content Manager without previous
technical background was both challenging and rewarding. Currently serving as a Customer Care &
Complaints Manager, I manage the team’s responsibility, assign tasks, monitor performance and ensure
all complaints are handled promptly and in a professional manner. Plan and drive ongoing account
strategy - work with clients to establish critical goals, or other key performance indicators and aid
the customer in achieving their goals, advocate customer needs/issues cross-departmentally.
Maintain a highly collaborative, positive, & synergistic relationship with the customer and with
internal teams to ensure quality solution delivery and support. The department is the last point of
contact and deals with the most complex issues, covers legal aspects, responds to public complaints
and social media reviews, offers compensations and solutions to every inquiry escalated to the team. I
also manage the Affiliate Program and am partially involved in the Account Management in the
Company.
IT Sector
Nov 2014 – September 2015
Business Development Manager
London FX, Sofia, Bulgaria
▪ First point of contact for multinational blogging and sales teams
▪ Marketing campaigns and deep market research on both local and international levels
▪ Building and maintenance of WordPress websites, blogs, and social network accounts
▪ Attracting new customers and ensuring the company’s long-term goals are achieved
▪ Providing Meta Trader 4 training sessions to clients
▪ Acting as a compliance officer, dealing with contracts and legal documents
▪ Ensuring that all FCA regulations are duly followed
Financial Services/Forex Trading
July 2013 – April 2014
PPI Case Handler
Lloyds Banking Group, Hunstwood, Chester, UK
▪ Investigating client’s cases while following stringent rules and practices
▪ Providing exceptional customer service
▪ Ensuring that the fairest outcome has been reached and all procedures are dully followed
▪ Balancing between extremely high targets and tight deadlines while complying with FCA rules and
internal policies
▪ Preparing extensive reports, letters with final decisions and cheques for customers on a daily basis
▪ Dealing with highly sensitive and strictly confidential information
▪ Checking redressers’ calculations
Financial/Banking Services
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Curriculum Vitae
March 2012 – June 2013
Elena Ivanova
Manager (maternity cover)
Linda Transport and Cleaning, Chester, UK
▪ Managing a team of more than 30 people
▪ Preparing offers
▪ Dealing with inquiries and complains
▪ Drafting various documents
▪ Dealing with data protected files, confidential records, and other sensitive information
▪ Managing clients’ files and maintaining personal records
▪ Allocating cleaners, organizing schedules, and calculating salaries
Cleaning Services
Nov 2010 – Feb 2012
Assistant Human Resources Manager
VIP Dental Recruitment Agency, London, UK
▪ Interviewing potential employees on behalf of existing clients
▪ Substantiating applicants’ skills by administering and scoring tests
▪ Welcoming new employees to the organization by conducting orientation
▪ Submitting employee data records by assembling, preparing and analyzing data
▪ Supporting the company’s manager
▪ Co-ordinating events, projects, management and communication plans
▪ Business development and market research
▪ Marketing campaigns
▪ Web page maintenance
HR Services
May 2008 – Sep 2010
Personal Assistant/Secretary
Dimitrov, Petrov & Co, Sofia, Bulgaria
▪ Handling all secretarial functions, duties, and responsibilities
▪ Organizing, preparing agendas for, and taking minutes of board meetings
▪ Developing and implementing administrative policies and procedures to improve efficiency
▪ Making reservations, booking venues and flights
▪ Monitoring all legal secretaries and trainees and allocating the tasks between them
▪ Assisting in writing and issuing the company’s legal digest
▪ Organizing interviews for the admin staff and assisting the managing bodies in taking the final
decisions
Legal services
EDUCATION AND TRAINING
2012 – 2014 (Interrupted)
LLB Law
University of Law, Chester, UK
▪ Contract Law
▪ Public Law
▪ Criminal Law
▪ Law and Film
▪ Legal Writing and Advocacy
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Curriculum Vitae
-
Elena Ivanova
BA Tourist Hospitality Management
European College of Economics and Management, Plovdiv, Bulgaria
▪ Management
▪ Microeconomics & Macroeconomics
▪ Finance
▪ EU-funded projects
High School Diploma
-
St. Patriarch Evtimii, Plovdiv, Bulgaria
▪ English Language
▪ Philosophy
▪ History
PERSONAL SKILLS
Mother tongue(s)
Bulgarian
Other language(s)
UNDERSTANDING
English
Listening
Reading
PROFICIENT
USER
PROFICIENT
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SPEAKING
WRITING
Spoken interaction Spoken production
PROFICIENT
USER
PROFICIENT
USER
PROFICIENT
USER
BASIC USER
BASIC USER
IELTS certificate.
Italian
BASIC USER
BASIC USER
BASIC USER
Communication skills ▪ Excellent communication skills gained through my experience in a variety of business fields
Organisational / managerial skills
▪ leadership (responsible for a team of more than 30 people)
Job-related skills ▪ highly organized with great attention to detail
Driving licence
References
▪B
▪ References available upon request
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