Summary
Overview
Work History
Education
Skills
Personal Information
Certification
Languages
Timeline
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Petko Stoychev

Petko Stoychev

Varna

Summary

Highly experienced professional with a strong background in customer service leadership, crowd management, and event organization. Demonstrated success in resolving complex issues, fostering team spirit and collaboration, optimizing processes, and delivering timely results.


Skilled in conflict resolution, team training, public presenting, and performance management. Energetic, focused, and results-driven with an unwavering commitment to excellence and customer satisfaction.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Management Team - Policy Coordinator

BEST Foundation
08.2023 - Current
  • Hired, guided and supervised team members to ensure strict adherence to internal policies
  • Supervised the organization and execution of several live events with 200+ participants, ensuring smooth event operations
  • Managed rule enforcement and addressed escalations, resolving conflicts efficiently to maintain a fair and professional environment.
  • Organized and facilitated training sessions to enhance team communication, customer interaction, and problem-solving skills
  • Streamlined processes, ensuring efficient resolution of issues

Customer Service Team Leader

Royal Holloway, Founder's Dining Hall
09.2021 - 07.2023
  • Trained and supervised team, maintaining high service standards.
  • Resolved customer service complaint escalations promptly and effectively.
  • Contributed to process improvements by identifying customer needs and suggesting service enhancements.
  • Managed fiscal responsibilities, including accurate handling of payments and safeguarding sensitive customer data.

Customer Service Specialist

SITEL
05.2020 - 09.2020
  • Successfully improved the workflow process with proactive suggestions
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.

Volunteer Judge

BEST FOUNDATION
09.2019 - 04.2023
  • Provided continuous feedback, training, management, coordination and chaperoning to student debate teams
  • Coached on better argumentation, presentation, public speaking, persuasion, rebuttal, diplomacy and active listening
  • Provided mental support before, during and after tournament

Bartender/Experience Manager

CINEMA CITY BULGARIA
04.2021 - 09.2021
  • Responsible for monitoring performance, engagement and sales from staff
  • Responsible for maintaining satisfactory customer experience
  • Responsible for de-escalating conflicts and resolving complaints

AML Investigator

KBC GROUP
09.2023 - Current
  • Analyzed customer transactions and identified red flags or patterns associated with financial crime or terrorism financing
  • Documented investigations in case management systems, kept accurate records of all findings, actions taken and resolutions
  • Prepared suspicious activity reports and escalated issues to relevant law enforcement, when necessary
  • Used data analytics tools to interpret large data sets, conducted due diligence, and thoroughly researched customer profiles

Education

Bachelor of Laws - Law With International Relations

Royal Holloway University of London
07.2023

Secondary Education - English with German

FLS "Ekzarh Yosif I"
01.2019

Skills

  • Proven Leadership Ability
  • Event Crowd Management
  • Engaging Presentation Skills
  • Staff Training
  • Process Enhancement Insight
  • Promotes Constructive Feedback
  • Effective Conflict Resolution
  • Strong Interpersonal Skills

Personal Information

  • Date of Birth: 02/19/00
  • Gender: Male
  • Nationality: Bulgarian

Certification

Agile Way of Working: Scrum Master Basics - March 2025


Critical Thinking & Decision Making - November 2024


Crowd Management - December 2023


Sustainable Argumentation - April 2023


Logic and Debating - March 2023

Languages

English
Bilingual or Proficient (C2)
German
Elementary (A2)

Timeline

AML Investigator

KBC GROUP
09.2023 - Current

Management Team - Policy Coordinator

BEST Foundation
08.2023 - Current

Customer Service Team Leader

Royal Holloway, Founder's Dining Hall
09.2021 - 07.2023

Bartender/Experience Manager

CINEMA CITY BULGARIA
04.2021 - 09.2021

Customer Service Specialist

SITEL
05.2020 - 09.2020

Volunteer Judge

BEST FOUNDATION
09.2019 - 04.2023

Bachelor of Laws - Law With International Relations

Royal Holloway University of London

Secondary Education - English with German

FLS "Ekzarh Yosif I"

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Petko Stoychev