Working out close to the nature
Polya Karcheva
Economist
Plovdiv
Summary
Passionate and enthusiastic about showcasing the beauty and rich history of Plovdiv and Bulgaria, I am eager to join the Free Tour Plovdiv guides team. Since the COVID-19 pandemic, I have been working fully remotely, which has allowed me to travel extensively and participate in free tours in various cities. These experiences have deepened my appreciation for the unique cultural heritage that free tours highlight, and have rekindled my belief in Bulgaria's immense potential as a top tourist destination.
Though my historical knowledge is not yet extensive, I am a dedicated learner with a genuine curiosity and eagerness to continuously expand my understanding. My background in technical support has honed my communication and problem-solving skills, enabling me to engage effectively with diverse groups of people. I am excited about the opportunity to inspire others and share the stories of our beautiful city, contributing to an unforgettable experience for every visitor.
Overview
10
10
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Technical Support Shift Lead
Draftkings
02.2020 - Current
- Team Leadership:Supervise and guide the technical support team.
Monitor performance and provide feedback.
- Issue Resolution:Act as the escalation point for complex issues.
Assist with troubleshooting and ticket resolution.
- Communication:Liaise with business partners and internal stakeholders.
Maintain clear communication via Zendesk.
- Process Improvement:Identify and implement process improvements.
Update support documentation and training materials.
- Training and Development:Conduct training sessions for new and existing staff.
Mentor team members for professional development.
- Quality Assurance:Monitor and ensure support quality.
Perform quality checks and provide feedback.
- Shift Management:Schedule and manage shift rotations.
Handle administrative tasks and maintain records.
- Customer Satisfaction:Ensure high customer satisfaction and address feedback.
Foster positive customer relationships.
Internship of Hotel Management
Historical Hotel Properties
10.2019 - 01.2020
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Analyzed problems and worked with teams to develop solutions.
Manager on Shift
Dairy Queen Ice Creamery
05.2019 - 09.2019
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
Sales Assistant
H&M Bulgaria
11.2018 - 04.2019
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Increased sales by building strong customer relationships and providing excellent service.
- Helped customers locate products and checked store system for merchandise at other sites.
Farmstand Specialist
Morning Glory Farm
05.2018 - 09.2018
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Developed strong client relationships through consistent communication and attentive service.
Accounting Practice
“Tanina-TNN” Ltd.
10.2017 - 04.2018
- Minimized risk exposure for clients by staying current on industry regulations and advising on best practices for compliance.
- Supported successful audits by collaborating with external auditors and providing necessary documentation in a timely manner.
- Improved client financial reporting by preparing accurate and timely financial statements in accordance with GAAP.
- Streamlined the month-end closing process for multiple clients through diligent reconciliations of general ledger accounts.
Copywriter on Bulgarian and English
Digital Agency SEOMAX
03.2016 - 05.2017
- Researched industry trends and customer preferences to inform copywriting efforts.
- Wrote advertising copy for online content, adhering to employers' overarching brand identity and personality.
- Transformed complex information into easily digestible pieces tailored for specific audience segments using plain language principles.
- Reviewed and edited final copy for accuracy and to correct grammar errors.
Waitress and Hostess
Piano Bar Quattro
03.2015 - 03.2016
- Greeted new customers, discussed specials, and took drink orders.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
Waitress
Happy Bar And Grill Bulgaria
05.2014 - 09.2014
- Greeted new customers, discussed specials, and took drink orders.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
Education
BBA - Accounting And Finance
University of Plovdiv "Paisii Hilendarski"
Plovdiv, Bulgaria 04.2001 -
High School Diploma -
National High School of Commerce
Plovidv, Bulgaria 04.2001 -
Skills
Customer service focus
Certification
QA Fundamentals
Interests
Long walks and always being active
Interesting books
Drinking Espresso Martini
Timeline
QA Fundamentals
12-2022
Helium 10 - Freedom Ticket 3.0
11-2021
Technical Support Shift Lead
Draftkings
02.2020 - Current
Internship of Hotel Management
Historical Hotel Properties
10.2019 - 01.2020
Manager on Shift
Dairy Queen Ice Creamery
05.2019 - 09.2019
Sales Assistant
H&M Bulgaria
11.2018 - 04.2019
Farmstand Specialist
Morning Glory Farm
05.2018 - 09.2018
Accounting Practice
“Tanina-TNN” Ltd.
10.2017 - 04.2018
Copywriter on Bulgarian and English
Digital Agency SEOMAX
03.2016 - 05.2017
Waitress and Hostess
Piano Bar Quattro
03.2015 - 03.2016
Waitress
Happy Bar And Grill Bulgaria
05.2014 - 09.2014
BBA - Accounting And Finance
University of Plovdiv "Paisii Hilendarski"
04.2001 -
High School Diploma -
National High School of Commerce
04.2001 -
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