At ResultsCX, I processed ~150 service-change requests a week at 99% data accuracy, validating account updates against source records before submission.
I reduced repeat contacts by ~15% by escalating complex cases with complete, documented notes to operations and technical teams. I also proposed a response template the team adopted, cutting handling time on common requests by ~2 minutes.
At Personnel Link Employment Group, I coordinated daily operations for 15+ corporate clients, including scheduling, contracts, and onboarding paperwork. As the main point of contact, I resolved service inquiries within 24 hours and retained ~90% of UK corporate client accounts year on year.
I built a shared spreadsheet to track onboarding documents and deadlines, cutting administrative turnaround by ~25%. I have a BSc in Computer Science from the University of Hertfordshire and native-level English and Bulgarian.
