Rositsa Drumeva
Millcreek,Utah
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Team Leader
Randevouse DownEast Store
05.2022 - 08.2023
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Team leader example to confirm compliance with set procedures and quality requirements.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Built strong relationships with customers through a positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and return customers
Tier 2 Customer Service Representative
Healthcare.gov (GTIT And Maximus Inc.)
10.2017 - 07.2021
- Monitored systems in operation and quickly troubleshot errors.
- Documented support interactions for future reference.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Managed high levels of call volume and responded to technical support needs.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Researched product and issue resolution tactics to address customer concerns.
- Resolved a wide range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Sales Associate
Cash America Pawn Shop
10.2016 - 12.2017
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Answered questions about store policies and addressed customer concerns.
- Estimated value and gave appraisals of merchandise for prospective clients.
- Negotiated sale prices to reach target profit margins while reaching suitable pricing for customers.
- Assisted clients with merchandise questions regarding musical instruments, jewelry and electronics.
- Monitored day-to-day activities of the pawnshop, communicating issues with shop owners and closely watching over inventory.
- Accurately and tactfully collected loan payments from customers, collecting over $25,000 weekly and keeping detailed track in the computer system.
- Educated customers and loan applicants about property values to demonstrate variances.
- Offering deals and promotions, to drive more sales.
- Calling for authorization approval to sell concealed weapons, or reject sales in most official manners.
Salesman
Dillard's Inc.
10.2007 - 04.2010
- Increased sales by offering advice on purchases and promoting additional products.
- Promoted and up-sold products and services to meet needs of customers.
- Upheld high standards of customer service by promoting and upselling new products and services.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Developed and implemented sales strategies to increase profits.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
Education
Associate of Applied Science - Evaluation of Collage
SLCC
Taylorsville, Utah08.2010
GED -
Agricultural Economics, Collage
Ruse, Bulgaria05.2004
Skills
- Key Performance Indicators (KPI)
- Issue Resolution
- Sales Expertise
- Staff Training
- Safety Processes
- Account Management
Certification
A diamond certificate from Kay Jewelers in 2014.
silversmithing
Make Jewelry with Gem semi- precious stones silver, copper, and brass to create one-of-a-kind jewelry.
Languages
Bulgarian
Native or Bilingual
Russian
Limited Working
Timeline
Team Leader
Randevouse DownEast Store
05.2022 - 08.2023
Tier 2 Customer Service Representative
Healthcare.gov (GTIT And Maximus Inc.)
10.2017 - 07.2021
Sales Associate
Cash America Pawn Shop
10.2016 - 12.2017
Salesman
Dillard's Inc.
10.2007 - 04.2010
Associate of Applied Science - Evaluation of Collage
SLCC
GED -
Agricultural Economics, Collage
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