Yoanna Kostovska

Yoanna Kostovska EXPERIENCE GTT, Sofia Incident manager May 2019 - N2, Prelom Str. Sofia, 1000 -- E&G Finances, Sofia Team Manager/ Operations in Sales September 2018- March 2019 - taking care of day-to-day operations requiring prompt resolutions and quick decision making. LANGUAGES - Agent CRM management/ portfolio management Bulgarian​ - native - compiling comprehensive reports on an hourly and daily basis reflecting business development and direction English​ - Business level of - taking care of billing and processing of transactions/ fraud monitoring/ risk evaluation of clients; KYC, AML/CFT - being responsible for the performance of the department and the overall monitoring of execution of given tasks to improve business performance and target-reaching - conducting numerous trainings on newly arrived agents to ensure their performance is satisfactory and procedure compliance - being responsible for 80+ agents, making sure KPIs are up to par and work efficiency is optimal - responsible for process optimization and implementation of newly adopted protocols Conversion agent /B2C sales/ March 2018 - August 2018 - executing sales for an FX trading platform dealing with proficiency in spoken and written English French​ - ~ B1 level of proficiency cryptocurrencies, fiat currencies, and other assets - turning potential customers into current customers, the first point of contact - working with CRM, managing customer portfolio - negotiation, keeping long term relations with customers - making sure KYC procedures are being followed by customer - ensuring excellent customer service and satisfaction 60K, Project SKY/ UK ISP/, Plovdiv​ — C ​ ustomer service representative January 2017 - October 2017 - providing technical resolutions to UK customers’ issues via telephone - providing exceptional customer service - providing consultation/ executing sales when possible/ B2C - acting as a substitute when the team leader was absent - substituting Team Lead, when TL was absent, taking care of the said team, making sure quality service is provided Kafe-klub “Akademiyata”, Sofia​— ​cafe and bar personnel May 2015 - July 2015 EDUCATION Marketing, New Bulgarian University Sofia- International Psychology, Erasmus University of Rotterdam, The Netherlands September 2015 - September 2016 - Organizational Psychology - Statistical Training - Client - Therapist training - Scientific writing training 12th Comprehensive School “Tzar Ivan Asen II”​ — Sofia Main disciplines: - French - English - Economics SKILLS Communication and social skills - During the one year of education at the Erasmus University Rotterdam, I had training including many practical subjects extensively stressing the importance of developing a wide range of communication skills. - objection handling, soft skills gained through my working experience at 60K and E&G - ability to execute sales with confidence that assures the customer - ability to assess personal qualities and characteristics - Team player - Sales and persuasion skills gained through working in 60K and E&G finances as well Organizational/ managerial skills - good organizational skills gained through my studies - I have participated in the Bulgarian Red Cross organization as a volunteer, having the opportunity to organize events - working at 60K, I was given the responsibility of tracking if my colleagues were handling prolonged cases, requiring adequate follow-up, with care and prompt responses -working at 60K, I have been providing support to colleagues when the Team Leader is unavailable with technical/ customer dissatisfaction queries - Strong managerial skills gained through being a ​shift manager, ​ supervising a team of 80+ people - analytical thinking and process optimization - training conduction Other skills: - Independent Windows OS/ Microsoft Office user - good knowledge of Microsoft Office tools /Excel, Outlook, Word/ - Motivated and driven to deliver the best results - Strong analytical skills - Responsible and organized - Good time management - Quick adapting and proactive - KYC procedures