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.
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Work Experience
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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.
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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.
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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 :-
