Kalina Penev
Longwood,FL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Resourceful expert with the personality to engage and warmly welcome others. Always looking for new techniques to help companies and organizations triumph. Pursuing a Client Success Manager position in a busy corporate environment. Ambitious Client Success Manager willing to work hard and utilize effective interpersonal skills. A team player with expertise planning customer events. Pursuing the opportunity to use interpersonal, analytical and presentation skills in a new position.
Overview
17
17
years of professional experience
Work History
Client Success Manager
Bottom Line Concepts
Miami, FL
02.2024 - Current
- Developed and maintained relationships with clients to ensure customer satisfaction.
- Created client success plans tailored to individual needs and goals.
- Monitored customer accounts to identify opportunities for improvement.
- Conducted regular check-ins with customers to assess their progress.
- Communicated well with clients through phone calls and online meetings to maintain satisfaction and keep parties current with changing environment.
Project Manager
Bottom Line Concepts
Miami, FL
05.2023 - 02.2024
- Maintained records of all documents related to each project including specifications, change orders, invoices.
- Coordinated resources across multiple departments and teams as needed for successful completion of projects.
- Implemented effective communication protocols between internal teams working on different aspects of a given project.
- Developed and maintained project plans, timelines, and budgets.
- Managed multiple projects with competing deadlines simultaneously.
Vice President of ARMR
RP Funding
01.2023 - 03.2023
- Analyzed industry trends and tracked competitor activities to inform decision making.
- Managed financial, operational and human resources to optimize business performance.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Established performance goals for department and provided methods for reaching milestones.
- Communicated with fee appraisers regarding orders, reports and assignment schedules.
Senior Team Lead
LPT Realty- RP Funding
07.2022 - 01.2023
- Mentored and guided employees to foster proper completion of assigned duties.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
- Documented counts and sorted finished work to promote easy access for shipping or additional processing.
Mortgage Loan Officer Operations Manager
RP Funding
05.2021 - 07.2022
- Manages and direct the daily activities of the mortgage operations department .
- Ensures efficient delivery of products and services to clients
- Monitors the productivity and budgetary performance of the operations department
- Reviewing applications for new loans to ensure they meet all regulatory requirements
- Reviewing reports on loan performance to identify potential problems with borrower or loans
- Supported financial director with special projects and additional job duties.
- Complied with established internal controls and policies.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
Cash Logistics Processor
Brinks Inc
12.2015 - 08.2020
- Process, verify and balance inbound and outbound liability⋅ Complete data entry for all transactions of liability⋅ Count, verify and report every item in inventory daily⋅ Monitor performance of processes and machines
- Greeting and seating guests of the restaurant⋅ Supported all members of the team in the daily operations of the restaurant⋅ Maintained a courteous customer service
- Process various types of fingerprint samples⋅ Enhance visible prints using a variety of photographic and computer equipment⋅ Identify and label prints⋅ Verify the identification of prints⋅ Preserve fingerprint specimens for lab analysis⋅ Load fingerprint images into state or national fingerprint databases
- Assist customers with returns, purchasing store protection plans and service packages.
- Prepared outbound currency orders and replenishments
Hostess
DoubleTree Hilton Downtown
11.2014 - 03.2015
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Took initial drink orders and relayed information to wait or bar staff.
- Answered customer questions about hours, seating, and menu information.
- Answered phone calls to take orders, give information and document reservations.
- Opened and closed seating sections according to volume of guests.
- Advised customers about special offerings and menu items to help drive sales.
Fingerprint Technician
UPS Altamonte Springs
11.2013 - 12.2013
- Processed film, photographs, videos and other documentation from crime scenes to identify, evaluate and record evidence.
- Used field equipment, devices and supplies to test surfaces for trace evidence, collect fingerprints and document findings.
- Transcribed pieces of recorded evidence for use in court cases and other legal proceedings.
- Created sketches and diagrams by hand or computer software to depict crime scenes.
Customer Service Associate
rSeat Inc
06.2012 - 10.2013
- ⋅ Scheduling in-home services via online interface
- Implemented and developed customer service training processes.
- Answer telephone inquiries from customers and stores regarding the status of units and other service issues
- Helped customers and merchants identify services/ products that best suited their needs
- Strong customer and communication skills ⋅ Positive and friendly attitude ⋅ Strong customer and communication skills
- A deep understanding of food hygiene and health and safety issues
- Performing weekly inventories and managing cash flows
- Knowledge of food, drink and retail development/ implementation
- Having a detailed knowledge & understanding of cocktails, wines and champagnes
- Providing a quality service ⋅ Stock service areas with supplies, coffee, tableware, and linens
Hostess
Lucky Dill Deli
04.2011 - 04.2012
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Took initial drink orders and relayed information to wait or bar staff.
- Answered customer questions about hours, seating, and menu information.
- Answered phone calls to take orders, give information and document reservations.
Assistant Manager
Blue Lagoon Cafe
11.2006 - 01.2011
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Launched quality assurance practices for each phase of development
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies
Education
Associate of Science - Crime Scene Technology
St. Petersburg College, Police Academy
St. Petersburg, FL05.2013
Associate of Arts - Computer Applications
Pinellas Park High School
Pinellas Park, FL06.2008
Skills
- Other Skills:
- Windows, Microsoft Works, Internet, Computer performance optimization, Hardware
- And Software installation and support
- Personal Skills: Positive attitude, communicative, performance-focused team worker, ability to work in
- Multi-task and highly dynamic environment, highly motivated and dedicated, ability to
- Work deadlines and prioritize
- Employee Scheduling
- Total Quality Management
- Staff Training
- Customer service professional
- Deadline-oriented
- Best Practices
- Customer service and support
- Client Engagement
Timeline
Client Success Manager
Bottom Line Concepts
02.2024 - Current
Project Manager
Bottom Line Concepts
05.2023 - 02.2024
Vice President of ARMR
RP Funding
01.2023 - 03.2023
Senior Team Lead
LPT Realty- RP Funding
07.2022 - 01.2023
Mortgage Loan Officer Operations Manager
RP Funding
05.2021 - 07.2022
Cash Logistics Processor
Brinks Inc
12.2015 - 08.2020
Hostess
DoubleTree Hilton Downtown
11.2014 - 03.2015
Fingerprint Technician
UPS Altamonte Springs
11.2013 - 12.2013
Customer Service Associate
rSeat Inc
06.2012 - 10.2013
Hostess
Lucky Dill Deli
04.2011 - 04.2012
Assistant Manager
Blue Lagoon Cafe
11.2006 - 01.2011
Associate of Science - Crime Scene Technology
St. Petersburg College, Police Academy
Associate of Arts - Computer Applications
Pinellas Park High School
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