Arsenia Stambolieva
@arseniastambolieva
Customer Experience Trainer and support professional with 4+ years improving CSAT, quality, and team performance.
What I'm looking for
I’m a results-driven Customer Experience Trainer with 4+ years of experience delivering onboarding and continuous training in international environments. At Concentrix (Honda UK Project), I coach employees on communication, empathy, and issue resolution to strengthen day-to-day customer interactions.
I monitor trainee performance and improve KPIs including CSAT and quality scores, while collaborating with QA teams and Team Leaders to align training with business goals. I focus on turning feedback into practical coaching that helps teams perform consistently and confidently.
Before moving into training, I worked as a Customer Support Representative handling phone, email, and chat in a fast-paced environment. I managed escalated and sensitive customer cases, maintained accurate CRM records with SLA compliance, and consistently exceeded quality and productivity KPIs. I also supported students with diverse needs as a Learning Support Assistant, which sharpened my communication and teamwork foundation.
Experience
Work history, roles, and key accomplishments
Deliver onboarding and continuous training focused on customer experience and operational processes. Coach employees on communication and empathy, monitor trainee performance, and improve KPIs including CSAT and quality scores.
Provided high-quality customer support via phone, email, and chat in a fast-paced environment. Resolved escalated and sensitive cases, maintained accurate CRM records, and ensured SLA compliance while exceeding quality and productivity KPIs.
Learning Support Assistant
Haberdashers' Aske's Hatcham College
Sep 2019 - Sep 2020 (1 year)
Supported students with diverse needs while strengthening communication and teamwork skills. Assisted with learning support to help students stay engaged and progress.
Education
Degrees, certifications, and relevant coursework
American University in Bulgaria (AUBG)
Bachelor of Science, Political Science & International Relations
Grade: Merit
Activities and societies: Minors: Philosophy and Psychology.
Earned a BSc in Political Science and International Relations with minors in Philosophy and Psychology. Graduated with Merit.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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