Juvie Tonchev

Juvie Tonchev Manager | Analyst | Quality | CS I approach tasks with a thorough attention to detail and a sharp analytical mind, which enables me to analyze difficult issues and draw forth valuable insights. What makes me unique is my innate empathy, which not only helps me appreciate different points of view but also allows me to connect with people on a personal level, promoting productive teamwork and rapport. Contact Phone - Email - Address Calle Toledo 6, Piso 3, Puerta 11, Puerto de Sagunto, Valencia, Spain 46520 Education 2008 Bachelor of Arts in Mass Communications Universidad de Manila, Philippines Expertise Experience 2021 - 2023 WHG Customer Services l Parañaque, Philippines Sr. Team Manager Ensure the excellence, development, and ongoing maintenance of analytical categories. Deliver indepth reports and analytics on customer experiences and contact volumes. Introduce new analysts and search users to training. Give team members daily direction, oversight, and help. 2019 - 2021 WHG Customer Services l Parañaque, Philippines Sr. Insights Analyst Create categories that are in line with important business criteria and properly document them. Send intelligent analysis of the input to the appropriate teams or people. Create reports as needed to meet departmental requests. 2012 - 2019 WHG Customer Services l Parañaque, Philippines Quality Analyst Coach agents on audited occurrences and provide constructive comments as well as actionable improvement recommendations. Create activities and assessments that are tailored to the needs of certain agents. Send out reminders for zero tolerance cases and do any necessary rework. Agent performance is monitored and evaluated, with findings reported to team supervisors. As needed, lead informative briefings. Take the initiative to drive quality projects or initiatives within the organization. 2010 - 2012 WHG Customer Services l Parañaque, Philippines Data Analysis Customer Support Representative (Chat, E-mail) Project Management Responsible for assisting customers with any account-related issues. Improve client satisfaction while preserving corporate integrity. Enhance business services by amplifying feedback and sharing knowledge gained from persistent consumer complaints. Problem Solving Customer Support 2008 - 2010 SYKES l Makati, Philippines Technical Support Representative (Calls) Quality Assurance Accountable for providing technical support to consumers who are having problems with their postage meters. Encourage the purchasing of goods that improve the functionality of machines. Provide great Reports and Presentations customer service while protecting the company's interests. Contribute to business growth by elevating feedback and sharing insights gained from repeated client issues. Conduct supervision calls in order to Six Sigma Yellow Belt resolve client issues as quickly as possible. Language Reference Tagalog C2 Mark Vincent Quitoriano Aishella Gorgod English C1 Control and Communications Manager | WHG Customer Services Phone: - Sr. Team Manager | WHG Customer Services Phone: - Spanish A1 Email : - Email : -