Steliana Argirova

STELIANA ARGIROVA Profile I’m a results-driven customer service professional with over 7 years of experience in the customer support area, managing high-volume customer interactions, and driving operational excellence in SaaS and IT environments. From frontline support to team leadership, I’ve built my career on delivering exceptional service, optimising team performance, and aligning support strategies with business goals. - Work Experience - Oworkers LTD LinkedIn Profile Team Lead - Customer Support Plovdiv, Bulgaria Conducted performance reviews Education Developed & maintained quality assurance (QA) guidelines and processes to ensure service excellence. Motivated and guided the team to consistently achieve and University of National and World Economy- Master’s in Senior Management American University In Bulgaria exceed set goals. Prepared and delivered weekly, monthly, and quarterly Present – November 2023 performance reports to stakeholders. Identified client issues promptly, following procedures to propose and implement appropriate solutions. - Monitored and analysed CSAT scores to detect trends and drive Bachelor’s in Business Administration Participated in regular client meetings to review performance, continuous service improvements. share updates, and align on strategic initiatives. Tracked and ensured achievement of key performance indicators Santa Monica College (KPIs), taking corrective actions as needed to meet targets. - Associate Degree in Communications and Public Customer Support Specialist Speaking Handled inbound requests via email and phone, resolving both Expertise People Management Leadership Process Improvement & Reporting Strategic Communication & CrossTeam Collaboration Performance Management OKRs technical and commercial inquiries in a timely and effective manner October 2023 April 2023 Collaborated with internal departments to coordinate solutions and ensure a high level of customer satisfaction Processed and managed sales orders, ensuring accuracy and efficiency throughout the order lifecycle Quantive Inbound Sales & Customer Experience Specialist Responded to inbound inquiries via email and live chat, providing both sales-related guidance and customer support Managed and maintained administrative account information with CRM Tools Salesforce Zendesk Hubspot Intercom Chargebee Jira January 2023October 2022 accuracy and efficiency Acted as the initial point of contact for incoming sales opportunities, routing leads to appropriate regional representatives Participated in and contributed to internal process improvement initiatives by tracking progress, offering feedback, and MS Office recommending solutions Collected, analysed, and documented data to support the development and implementation of internal policy changes Languages Senior Sales Representative Native Language: Bulgarian Conducted thorough research and analysis of inbound leads to English (Fluent) assess suitability and alignment with business objectives. Italian (Fluent) Russian (Intermediate) October 2022April 2020 Initiated the sales process by serving as the first point of contact, effectively engaging prospects and generating interest. Qualified and nurtured leads before seamlessly transitioning them to the next stage of the sales pipeline for continued development by the account managers Certificates Sales Representative Certified Project Manager by Project Researched, qualified, and engaged inbound leads to assess fit Management Academy (PMA) and initiate the sales process. Served as the first point of contact, effectively building rapport and Advanced Project Management Certificate March 2020 – Practical Project Management Certificate September 2018 establishing trust with potential clients. Delivered tailored product demonstrations to showcase value and address client needs. Led negotiations to align client expectations with business objectives and pricing strategies. Successfully closed deals, contributing to revenue growth and client acquisition targets. Siteground Customer Service Representative with IT and EN Resolved customer inquiries through live chat, phone, and email, August 2018January 2017 ensuring timely and effective support. Identified opportunities to upsell additional products and services, enhancing customer value and satisfaction. Managed the end-to-end sales process for potential customers, from initial contact to conversion. References Stanislav Padarev Hristian Yanev SessionStack / CRO oWorkers LTD. / Product Manager Phone:- Email :-