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Boryana Tusheva

@boryanatusheva

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Customer onboarding specialist at Starling Bank who guided applicants through verification and account setup.

Bulgaria

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What I'm looking for

I’m looking to help customers get channels, AI Agents and automations set up and generating results. I’m keen to keep learning about customer success, onboarding methodology and automation best practices.

At Starling Bank, I guided applicants through verification and account-opening steps, helping them get set up while meeting strict SLA and quality standards. I also processed applications and documentation, keeping records precise and escalating unusual cases through the right channels.

At Convey Law, I acted as clients’ day-to-day point of contact from first instruction to case completion, coordinating with solicitors and external partners and following issues through to resolution. My experience also includes managing motor insurance claims at Insure Your Motor, and I use AI tools daily to draft, structure and summarise information.

Experience

Work history, roles, and key accomplishments

Client Support Executive

Convey Law

Jul 2024 - Jul 2026 (2 years)

Acted as the day-to-day point of contact for clients through the full life of their legal cases, from first instruction to completion. Managed end-to-end case workflows across clients, solicitors and external partners, coordinating tasks, documents and deadlines.

Case Management CRM Client Communication Stakeholder Coordination Documentation Remote Collaboration Data Protection Process Improvement

Onboarding Team Specialist

Starling Bank

Jul 2023 - Jun 2024 (11 months)

Onboarded new customers by processing a high volume of applications and supporting documentation to strict SLA and quality standards. Guided applicants through verification and account-opening steps, explaining requirements clearly and helping them get set up and live.

Customer Onboarding SLA Compliance Document Verification CRM Remote Collaboration Quality Assurance Escalation Management

Motor Insurance Claims Handler

Insure Your Motor

Apr 2019 - May 2022 (3 years 1 month)

Managed motor insurance claims end to end, from first notification of loss through repair, replacement transport and final settlement. Coordinated repair schedules with garages, arranged replacement vehicles and managed third-party vendors across multiple systems.

Claims Management Vendor coordination Customer Service Negotiation Documentation Multi System Working Prioritization

Front Desk Supervisor

Sleeperz Hotel

Sep 2018 - Apr 2019 (7 months)

Led front-desk operations and supervised the team, ensuring a welcoming, efficient experience for every guest. Handled check-in, check-out, bookings and payments accurately in the property management system.

Front Desk Operations Team Supervision Customer Service Conflict Resolution Property Management Systems Cash Handling Training

Guest Relationship & Event Executive

Radisson Blu

Jun 2016 - Jul 2017 (1 year 1 month)

Built relationships with international guests, welcoming them and anticipating needs before they asked. Coordinated events and meetings with clients, catering and operations teams, tracking details, timings and budgets.

Guest Relations Event Coordination Customer Service Communication Skills Supplier Liaison Time Management