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Nikolay Stoyanov

Dedicated Quality Assurance Associate and Customer Service Representative devoted to providing quality care for ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients. Dedicated to identifying customer needs and delivering effective coaching and solutions to quality issues. Excellent time management skills combined with a superior knowledge of the customer service industry and quality metrics.

Key Skills

Troubleshooting Skills
Multitasking skills
Applying Data To Decision Making
Excellent Communication skills
Action-oriented
Analytical Skills

Professional Experience

Jul 2019
Oct 2024
Senior Quality Assurance Analyst
Sutherland Global Services Sofia, BG
  • Monitored the quality of customer interactions and analyzed CSAT surveys.
  • Performed RCA analysis to determine recurrent issues.
  • Coached agents and provided feedback to management and clients.
  • Helped spot existing and potential quality issues and reported them to management and clients.
  • Assisted in driving progress and continuous improvement of the end product (service). 
  • Participated in QA calibration sessions with clients. 
  • Prepared reports on agent performance and quality metrics.
  • Involved in the nesting process of new hires by sharing subject matter knowledge and experience.

Tools used include: MS Office 365, Verint, SalesForce, Avaya, LogMeIn.

Key Skills: Problem-Solving, Written Communication, Quality Assurance, RCA, Customer Experience, Technical Support, Attention to Detail, Presentation Skills, Workload Prioritization, English Language, Spanish Language.
Sep 2016
Jul 2019
Customer Service and Technical Support Agent
Sutherland Global Services Sofia, BG
  • Assisted end users of the McAfee anti-virus software with CS and TS
    queries via email, chat, telephone and remote desktop connection.
  • Reported and escalated complex issues to higher tier. 
  • Shared knowledge and expertise with peers and helped new hires during nesting.
  • Covered the Spanish language queue for both voice and non-voice interactions.

Tools used: MS Office, Salesforce, LogMeIn, Avaya.

Key Skills: Communication Skills, Soft Skills, Problem-Solving, Software Support, Technical Support, Customer Experience, Attention to Detail, Presentation Skills, Workload Prioritization, Multitasking, English Language, Spanish Language.

Education

Aug 2015
May 2019
Bachelor of Business Administration in International Business School - Botevgrad
Aug 1999
Jun 2001
High School Diploma in IES Jaime Ferrán

Certifications

2020
Six Sigma Yellow Belt
Sutherland Global Services
Customer Service Training
Alison

Achievements

2018
Increased customer satisfaction
Conducted audits and root cause analysis of CSAT surveys to reduce potential and recurring problems.

Hobbies & Interests

  • Skiing
  • Traveling

Languages

English
(Fluent)
Spanish
(Fluent)
Bulgarian
(Native)

Career Aspiration

In 3 years, I see myself learning new skills that will benefit the company and help me achieve my career goals. I am eager to experience new challenges and excited to invest time specializing in a career I find extremely interesting and motivating.

Get in touch with Nikolay