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Yoanna Nikolova

@yoannanikolova

Customer experience manager at WatchHouse who improved customer journeys and service quality.

At WatchHouse, I resolved complex customer enquiries and complaints while maintaining high service standards in a premium, fast-paced environment.

I analyzed customer journeys and operational processes, implementing improvements to efficiency and service quality. I also managed daily operations, KPIs, and budgets.

At Wenzel's, I supported daily operations and team performance, and helped junior team members maintain consistent service standards. My Level 5 Diploma of Higher Education in Psychology added knowledge of communication, behaviour, and customer needs.

Experience

Work history, roles, and key accomplishments

Manager

WatchHouse

Apr 2022 - Aug 2026 (4 years 4 months)

Resolved complex customer enquiries and complaints, analysed customer journeys, and implemented improvements to increase efficiency and service quality. Managed daily operations, KPIs, and budgets while leading and coaching team members.

Customer Support Issue Resolution Complaint Handling Conflict Resolution Customer Experience KPI Management Service quality Stakeholder Communication Coaching Onboarding Training Data Interpretation Reporting Microsoft Office

Assistant Manager

Wenzel's

Feb 2021 - Mar 2022 (1 year 1 month)

Supported daily operations and team performance in a high-volume customer environment. Provided guidance, coaching, and feedback to junior team members and supported stock control and operational planning.

Customer Support Team Leadership Coaching Feedback Stock Control Operational Planning Communication Skills