Nikolay Kostov
Sofia
Summary
Resourceful Support Team Lead known for exceptional productivity and efficient task completion. Specialize in customer service excellence, team management, and process optimization to enhance support operations. Demonstrate strong leadership, communication, and problem-solving skills to effectively manage team dynamics and ensure customer satisfaction. Committed to fostering positive working environments and achieving results through collaboration and innovation.
Overview
8
8
years of professional experience
Work History
Member Support Team Lead - Paid Plans
Tide
Sofia
05.2024 - Current
- Managed teams of up to 12, and cross-team over 20 support agents.
- Conducted interviews and recruited top talent to enhance team capabilities.
- Coordinated workflow processes to improve operational efficiency within the team.
- Mentored junior staff to enhance skills and boost team performance.
Member Support Associate
Tide
Sofia
03.2021 - 05.2024
- Phone, chat, and email support.
- Promoted to Senior Agent after less than one year of service.
- Served as a point of contact for edge cases and critical communication for the Privacy team.
Technical Support
Concentrix Services Bulgaria
Варна
12.2018 - 08.2019
- Provided technical assistance over chat and email for a world-renowned triple-A European video game company.
- Utilized a vast skill set and knowledge to troubleshoot in-game and technical difficulties related to the performance of the vast library of games and our independent store platform.
Customer Support Specialist
Sitel Bulgaria
Varna
03.2018 - 12.2018
- Phone support agent for a takeaway company in the UK.
- Specialized in assisting chain restaurants like Burger King, KFC, Papa John's, and Pizza Hut.
Cashier
Nuance BG
Varna
06.2017 - 09.2017
- Cashier at the gate shop at Varna Airport.
- Helped manage inventory, process payments, and assist customers with choosing the right luxury product for themselves, or for their friends and family.
Education
Bachelors - Philosophy
SU "Sv. Kliment Ohridski"
Sofia, Bulgaria01-2027
Certificate of Higher Education - Music Technology
University of The West of Scotland
Paisley03.2022
High School Diploma - Russian & English
8th Language School "Al. S. Poushkin"
Varna09.2019
Skills
- Lean Six Sigma Green Belt
- Ableton Live
- Teamwork
- Management and finance
- Client communication
- Team management
- Customer service
- Communication skills
- Problem solving
- Project management
- Mentorship skills
- Technical support
Languages
- Bulgarian
- English
- Russian
Timeline
Member Support Team Lead - Paid Plans
Tide
05.2024 - Current
Member Support Associate
Tide
03.2021 - 05.2024
Technical Support
Concentrix Services Bulgaria
12.2018 - 08.2019
Customer Support Specialist
Sitel Bulgaria
03.2018 - 12.2018
Cashier
Nuance BG
06.2017 - 09.2017
Bachelors - Philosophy
SU "Sv. Kliment Ohridski"
Certificate of Higher Education - Music Technology
University of The West of Scotland
High School Diploma - Russian & English
8th Language School "Al. S. Poushkin"
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