Magdalena Fidanska

Magdalena Fidanska Senior Customer Service Associate (Social Media) PROFILE SUMMARY CONTACT --https://www.linkedin.com /in/magdalena-fidanska Preslav 3, Elenovo, Blagoevgrad, Bulgaria EDUCATION Bachelor in Information Systems & Technologies Experienced professional with a diverse skill set encompassing education, programming, market research, and social media customer service. I began my career as a Teaching Assistant in a university, imparting knowledge on web content management. Transitioning into the realm of market research, I assumed the role of a Survey Programmer, where I honed my programming skills using tools like Decipher. My responsibilities extended to quality assurance, project management, and data analysis. In my subsequent role as a Customer Service Representative within the Social Media department, I specialized in addressing customer queries across platforms like TrustPilot and AppStore. I developed expertise in utilizing tools such as Sprinklr for monitoring and reporting. My familiarity with CMS, Intercom, and Jira further underscores my adaptability and proficiency in diverse software environments. My journey reflects a dynamic blend of technical acumen, project management, and customer-centric skills. I adapted at translating complex technical concepts into accessible information, ensuring effective communication and problem resolution. Eager to contribute my expertise to a dynamic team, I bring a unique combination of programming prowess, market research insights, and social media customer service proficiency. South-West University 2017 - 2021 WORK EXPERIENCE Masters in Informatics South-West University Senior Customer Service Associate (Social Media) 2022 - 2023 Crypto.com l Sofia,Bulgaria SKILLS Aug 2021 - Dec 2023 Performed live monitoring sessions to underperforming agents to help streamline processes and improve overall performance Utilized various tools and platforms, including Slack, Intercom, Jira, Sprinklr, Customer Service Confluence and CMS, to enhance communication efficiency and streamline customer support processes. Project Management Answered user's queries on Social Media (Twitter, Facebook, Telegram, Data Analysis Google Play Store, Instagram, TrustPilot) Leadership Detail oriented Raised non-relevant reviews and scam support pages for reporting Provided monthly reports using Sprinklr to higher management Communicating with various other department such as KYC, Risk, Payments Multitasking for card disputes, customer onboarding, and transaction processing CMS and Social Media management Participating in continuous improvement by generating suggestions, engaging Programming (Python,JavaScript) in problem-solving activities to support teamwork LANGUAGES Senior Survey Programmer English — Advanced French — Intermediate Spanish — Intermediate Macedonian — Native German - Elementary REFERENCES Nov 2018 - Dec 2021 SMART Outsourcing & Consultancy l Blagoevgrad, Bulgaria Survey design review, ensuring question clarity, logical flow and survey length are met to maintain respondent engagement. Performing programming QA to ensure functionality and device compatibility are met as per client’s standards. Monitoring data collection process, confirming that the sampling method aligns with the research objectives and target population. Perform data analysis using IBM SPSS to verify the validity of data by Ivo Damyanov from South West University-|- Ivan Fichev from SMART Outsourcing & Consultancy-|- checking for patterns that may indicate errors or inconsistencies. Providing data reports based on client requirements ex. reports per market, age, gender etc. Owned more than 30 projects per year from initial research and conceptual design through testing and implementation phases. Experience working with vendors such as Dynata, Simon Kucher, Medicys, Greenberg: Now Material. Maria Kimanova from Crypto.com-|- Teaching Assistant Oct 2020 - Jun 2021 South West University l Blagoevgrad, Bulgaria Recorded grades for coursework and tests in online reporting systems (Blackboard learn +) Assessed student assignments to check quality and completeness before submission for grading Tutored struggling students individually and in small groups to reinforce the learning concepts Offered complete instructional support for students unable to attend regular classes Kept abreast of latest information on specific subjects and learning strategies Tutored subjects such as Web Content Management and Expert Systems and Technologies