Knowledgeable and dedicated customer service professional with extensive experience in the travel & hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Hi, I’m
Yoana Peneva
Wixom,MI
Summary
Overview
4
years of professional experience
Work History
Econt Express LtdVarna, Bulgaria
Junior Expert Customer Center Econt
11.2020 - 09.2022
Job overview
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Cross-trained and provided backup support for organizational leadership.
- Generated weekly and monthly reports to highlight customer service performance and measure milestones.
- Delivered prompt service to prioritize customer needs.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
Aqua Park AquamaniaAlbena, Dobrich, Bulgaria
Administrator
06.2018 - 08.2019
Job overview
- Frequently inspected production area to verify proper equipment operation.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Created and managed project plans, timelines and budgets.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Generated reports to suggest corrective actions and process improvements.
- Evaluated customer needs and feedback to drive product and service improvements.
- Collected, validated, and distributed information to employees.
- Drove marketing initiatives to increase brand recognition, facilitate promotion and boost revenue.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Targeted new customers to grow geographic reach and increase revenue.
"ETI" LLCGeneral Toshevo, Bulgaria
Cashier
04.2017 - 05.2018
Job overview
- Restocked and organized merchandise in front lanes.
- Greeted customers entering store and responded promptly to customer needs.
- Checked personal identifications during tobacco sales.
- Used POS system to enter orders, process payments and issue receipts.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Built relationships with customers to encourage repeat business.
- Tallied cash drawer at beginning and end of each work shift.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Stocked, tagged and displayed merchandise as required.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Welcomed customers and helped determine their needs.
- Performed cash, card and check transactions to complete customer purchases.
- Kept cash wrap stocked, products faced and shelving free of misplaced items or trash.
- Worked flexible schedule and extra shifts to meet business needs.
- Worked closely with shift manager to solve problems and handle customer concerns.
Education
Oakland UniversityRochester, MI
Bachelor of Science from Business Administration
06.2024
University Overview
- Honoree of Honors College
- Phi Theta Kappa Award Scholarship Recipient
- 4.0 GPA
Nikola Yonkov VaptsarovGeneral Toshevo, Bulgaria
High school diploma from Humanities
05.2019
University Overview
University of EconomicsVarna, Bulgaria
BBA from International Business
05.2024
University Overview
- 4.0 GPA
Oakland Community CollegeFarmington Hills, MI
Associate of Arts from Graphic Design
08.2026
University Overview
- 4.0 GPA
Skills
- Typography & Graphic Design
- Microsoft Office, Adobe Creative Cloud, and Sony Vegas Pro
- Web & Layout design
- Social Media Platforms
- Administrative Support
- Excellent Verbal Communication Skills
- Inventory Accuracy
- Customer Loyalty
- Customer Needs Assessments
- Interpersonal Communication Skills
- Compliance Requirements
- Team Goals
- Professional Relationships
- Organizational Development
- Customer Care
- Strategic Decision-Making
- Remote Assistance
- Staff Meetings
- Customer Inquiries
- Negotiation and Conflict Resolution
- Maintaining Clean Work Areas
- Managing Operations and Efficiency
- Scheduling and Coordinating
- Technical Proficiency
Accomplishments
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Received a certificate for excellent performance at the National Olympiad for Bulgarian Language and Literature.
Additional Information
Additional Information
- Authorized to work in the US for any employer
Photography, Social Media, Blogs, Marketing, Website Design, Video Editing, etc.
Photography, Social Media, Blogs, Marketing, Website Design, Video Editing, etc.
https://12050618.wixsite.com/leilarestaurant
This is a website I designed for a university project I had to do.
https://myasiandrama234754532.wordpress.com/
And this is a blog I had to make, also for a class at my university.
Languages
Bulgarian
Native or Bilingual
English
Native or Bilingual
Korean
Limited Working
Russian
Limited Working
Macedonian
Full Professional
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Timeline
Junior Expert Customer Center Econt
Econt Express Ltd
11.2020 - 09.2022
Administrator
Aqua Park Aquamania
06.2018 - 08.2019
Cashier
"ETI" LLC
04.2017 - 05.2018
Oakland University
Bachelor of Science from Business Administration
Nikola Yonkov Vaptsarov
High school diploma from Humanities
University of Economics
BBA from International Business
Oakland Community College
Associate of Arts from Graphic Design
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