Alan Kaloev

Leaded frontline customer service department, managing staffing, volume and resource forecasts, and enforcing quality and KPI targets to maintain service levels and handle escalations.

Supervised frontline teams, delivered coaching and development, led recruiting and training, and tracked KPIs and quality to improve customer satisfaction and operational performance.

Managed SME client onboarding and account support, conducted trainings on systems and tools, and proactively monitored shipments to ensure timely resolution and customer retention.

Handled inbound and written customer inquiries, provided service support and escalations during relocation from Portugal to Germany.

Managed frontline teams for PVH, overseeing coaching, hiring, KPI and quality monitoring, GDPR training, and daily inbound/outbound customer consultations.

Provided escalated support and manager callbacks, resolving complex customer cases for PVH brands to improve first-contact resolution.

Delivered telephone and written customer support for Calvin Klein and Tommy Hilfiger, identifying and fulfilling customer needs to drive satisfaction.

Performed customer advising and sales, supervised warehouse staff and interns, and managed ordering and deliveries to ensure store operations ran smoothly.

Served in the Army staff service at the Ministry of Defence, supporting administrative and operational staff functions.

Studied Event Management with coursework including Business English, Marketing, and Project Planning; studies interrupted due to military service.

Completed Allgemeine Hochschulreife (general higher education entrance qualification).

Attended secondary school with general curriculum and basic IT education.