Aleksandra Yanakieva
Roma,Italy
Summary
Accomplished professional with strong management and communication skills, adept at taking ownership and assuming responsibility in complex problem resolution. Proficient in customer relationship management software, demonstrating critical thinking to enhance client satisfaction and drive business success. Committed to leveraging expertise to achieve organisational goals and foster long-term growth.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
Work history
Technical Support Agent DACH, UK & IT
S2C Sapience to Change
Rome, Italy
2022.09 - 2025.06
- Providing technical support to Iveco vehicle owners and users with the following markets: Germany, Austria, Switzerland, Italy, United Kingdom and Ireland.
- Escalating unresolved issues to senior management.
- Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
- Managing and processing vehicle breakdown information and daily monitoring repairs made by workshops in collaboration with various network teams.
- Working daily with payments and warranties involving a range of tasks, including processing payment transactions, resolving customer warranty claims
- Working in a very international environment.
- Working with Windows CRM
Talent Acquisition Specialist
Recrutiv
Frankfurt, Germany
2022.09 - 2022.12
- Sourcing potential candidates through online company career portals, recruitment sites, job boards and social platforms.
- Determining selection criteria.
- Fostering long-term relations with potential candidates and past applicants.
- Planning interview/selection procedures (e.g. screening calls and assessments).
- Develop a sustainable recruiting strategy based on our goals and needs.
Key Account Manager
Godaddy
Sofia, Bulgaria
2018.11 - 2020.05
- Communicated with existing/ potential business and private customers via chat, ticketing system, email, online contact form for sale, pre-sell, up-sell, cross-sell (unmanaged Dedicated Servers, VDS, vServers, Acronis Backup, cPanel, Plesk) in two data centres.
- Highlighted growth opportunities within current client accounts and campaigns to increase revenue.
- Made offers to customers and closed sales. I was also responsible for onboarding, verifying clients, assigning respective products via the CRM in a timely manner, and winning back and retaining customers.
- Adjusted/ updated invoice dates, discounts, and testing periods; technical and accounting assistance like charging the respective payment methods, unblocked servers upon paid bills or as a gesture of goodwill, while instructing on how to make profile changes, provided server replacement and an alternative solution upon customer business situation and special requests.
- Strengthened key client relationships by developing tailored account strategies.
- Communicated new products and services to drive customer interest and boost sales.
- Served as the link of communication between customers and internal teams like Accounting/ IT Support department, in the interest of the customer and company.
- Reported and assisted with technical issues via JIRA tickets to the respective departments (developers, data center technicians), completed documentation in Confluence.
Education
Master of Political Science -
University of National and World Economy of Sofia
2018.01 - 2020.01
Bachelor of Marketing - undefined
University of Economics Varna
2014.01 - 2018.01
Erasmus Semester abroad -
Chemnitz University of Technology
2016.09 - 2017.03
Erasmus Semester abroad -
University of Applied Sciences Ingolstadt
2015.09 - 2016.02
Skills
- Management Skills
- Communication skills
- Able to take ownership and assume responsibility
- Critical Thinking
- Customer relationship management software
- Complex problem resolution
Languages
English
Fluent
German
Fluent
Italian
Fluent
Bulgarian
Proficient (C2)
Timeline
Technical Support Agent DACH, UK & IT
S2C Sapience to Change
2022.09 - 2025.06
Talent Acquisition Specialist
Recrutiv
2022.09 - 2022.12
Key Account Manager
Godaddy
2018.11 - 2020.05
Master of Political Science -
University of National and World Economy of Sofia
2018.01 - 2020.01
Erasmus Semester abroad -
Chemnitz University of Technology
2016.09 - 2017.03
Erasmus Semester abroad -
University of Applied Sciences Ingolstadt
2015.09 - 2016.02
Bachelor of Marketing - undefined
University of Economics Varna
2014.01 - 2018.01