Tonka Ivanova

• Greeting and welcoming the owners and all the guests of the company,suppliers and truck drivers.
• Administrative duties: inbound and outbound calls; emails; chats.
• Organizing goods logistics and following up on the shipment.
• Weekly meetings with essential clients discussing the production process, new orders,prices, forecasts. Translating to those who need.
• Placing order for materials as per engineers' needs.
• Doing price checks of the materials when clients order received.
• Managing and coordinating the scheduled meeting.

• Migrating the client's website content from Drupal to Contentful.
• Daily status meetings with Project Manager and meetings with client's design team. Enduring alignment with editorial guidelines.
• Mutual training and support.
• Implementing feedback from the client, continuously refining content strategies to better serve audience needs.
• Coordinating cross-functionally with design team to crate visually appealing layouts that complemented written content effectively.
• Edited and proofread content for accuracy, clarity and adherence to brand voice.

• Representing client (Trade Republic) online and via chat;
• Working with personal data and sensitive documents;
• Responds to all types of client inquiries related to Customer Accounts; Tax documents; Tax deduction and explanation of the process of it; Buy-ins, Exemption order usage.
• Strictly adheres to quality standards in customer service;
• Meets the Key Performance Indicators of Trade Republic project.
• Resolved customer issues through effective communication and troubleshooting, improving satisfaction ratings.

• Coordinate shipment and delivery process between internal logistics team and customers and partners.
• In communication with higher management and warehouse in case of material shortage discussing possible delivery optimization.
• Organize and manage teams to provide the best service and support in digging and cable laying.
• Discuss daily the required materials and number of people needed for certain site with the Site Manager.
• Optimize the available resources (when and where should someone go, which site has higher priority and shorter deadlines).
• Regular communication with management and accountant teams, site manager and employees.

• Part of the transition process of the project.
• Provide support to customers and employees with regards to the processing of service requests, resolve issues, document and communicate actions taken for the respective service categories.
• Responsible for simplifying and improving other processes. As well as communicating any changes, updates to the team and management. (when necessary, coaching is provided).
• Attending daily calls. Identify knowledge gaps in the teams and create action plans.
• Analyze data, identify issues and participate in the resolution of the problems related to the service provided.
• Collaborated with cross-functional teams to optimize workflows and enhance service delivery efficiency.
• Provided expert guidance on best practices, resulting in improved compliance and process adherence.

• Helping the Site with monitoring and coordinating the complex of

certification and specialization processes;

• Floor support alongside the SME for the employees for all complicated cases and scope related questions.
• Attending weekly calls with the Regional Program Manager and the SME to discuss process updates, brainstorming on different topics and also analyzing any complicated or escalated cases that require higher level of support and quicker resolution.
• Weekly calls with the SME.
• Performing additional tasks in regards to the business needs.

• Specialized customer support for UK and Ireland’s certified partners when the lines of the business were redesigned and organized in geographical regions.
• Assisting with pre‑ordering and ordering validations, bookings and changes; Coordinating shipment and delivery process between the internal Logistics team and the partners.
• Profile management and new partner onboarding.
• Escalation advisor ‑ working on customer escalations meeting tight deadlines.
• Handling high inflow of requests both via email and inbound phone calls.
• Meeting personal KPIs and contributing to team success.
• Attending weekly Client calls to discuss performance and ongoing concerns.
• Internal Career Development:

Stand‑in WFM (Work Force Management): Organizing team schedule; Running reports related to account billing method and forecasting short term performance; Running reports for telephony;

• Providing customer technical support to Clients’ needs (internal) and customers (Cisco external) plus: Efficiently providing support through inbound phone calls, emails, IMs (instant messages).
• Dealing with constantly changing processes.
• Orientation through high level of specific different tools and communication levels. Perfect quality auditing case results.
• Managed complex customer issues, demonstrating strong problem-solving skills and adaptability.
• Trained and mentored new representatives, fostering a collaborative team environment and knowledge sharing.

• Allocation of the company's resources in a controlled fashion.
• Ordering requested by the engineers’ parts.
• Customer Support ‑ calls, emails, chats exchanged on a daily basis.
• Communication point between different teams within the company ‑ engineers, customers, delivery companies.
• Walking through and guiding the new members of the team into the job specifics.

• Contacting new customers via phone or email and ensuring they are set up on the company's systems.
• Migrated websites to new hosting environments.
• Operation of Content Management Systems.
• Experience with DNS, cPanel, WHM, Cloud, SSL.
• On the job training provided for the new members of the team.