Manager, Operations & Customer Resolution

Profile

Experienced Associate Manager in Product Support at UKG with a strong background in customer service, team leadership, and process improvement. Founder of Studio350, showcasing skills in web and mobile application development, project management, and customer engagement.

Experience

UKG (8+ Years)

Remote

Associate Manager, Product Support

April 2022 - Present

  • Lead a team of 8 Partner Support Representatives, promoting company values and culture, and ensuring customer satisfaction.
  • Utilize CRM software (Salesforce) to manage client relationships and team member workload effectively.
  • Manage hiring and onboarding processes, maintaining high team performance and employee retention.
  • Collaborate with sales and other departments to identify and develop key company accounts, as well as improve processes.
  • Leadership
  • Onboarding
  • Mentoring
  • Performance Management

Senior Support Solutions Specialist

2021 - 2022

  • Mentored frontline representatives, troubleshooting technical issues in collaboration with customers and engineering teams.
  • Designed an internal alerting system, reducing customer escalation response time by 50% and improving internal teams' response times by 82%.
  • Troubleshooting
  • Customer Service
  • Internal Tools

Specialty Support II

2018 - 2021

    • Troubleshooting
    • Knowledge Sharing
    • Customer Service

    Core Systems Specialist

    2016 - 2018

      • Troubleshooting
      • Knowledge Sharing
      • Customer Service

      Rapid Response Professional

      2015 - 2016

          Studio350 (2+ years)

          Remote

          Founder and Business Development Manager

          2020 - Present

          • Build a successful business from the ground up, focusing on providing SEO, website design, and development services. primarily to real estate investors.
          • Develop and execute marketing strategies and campaigns primarily on Fiverr and through referrals.
          • Founded and managed a web and mobile application development company, focusing on innovative customer solutions.
          • Led project management and customer engagement, ensuring high-quality deliverables and client satisfaction.
          • Leadership
          • Marketing
          • Process
          • Development
          photo of me

          Skills

            • Customer Service & Management
            • Customer Service and Operations Management
            • Technical Support and Troubleshooting
            • Project Management
            • Process Improvement
              Business Tools
            • Salesforce
            • Zapier
            • Google Workspaces
            • Microsoft Office
              Languages and Libraries
            • JavaScript
            • HTML
            • CSS
            • SQL
            • Hugo
            • NuxtJS

          Languages

          • English
            Native
          • Bulgarian
            Native

          Education

          • BBA in Organization Leadership - Southern New Hampshire University - (Expected 2025)