Hanna

Hanna Tosheva, Customer Support Advisor
Izmail, [open contact info](look above in the "contact info" section), [open contact info](look above in the "contact info" section)

Four years of experience in a customer-first environment, including roles in ecommerce,
sales, and hospitality.

EMPLOYMENT HISTORY

Apr 2019 — Nov 2019 Teleagent, Telus International Sofia, Bulgaria

Technical support of Clash of Clans and Clash Royal games.
Experience with communicating complex technical solutions in simple language.
Collaborated with internal teams to relay customer testimonials and feedback.
Achieved a customer satisfaction rating of 90% within six months.
Novi Troiany village
Nov 2019 – (Ukraine)
Aug 2020 English Teacher
Created a full curriculum according to state standards.

Combined various English teaching methods and techniques to help students improve their results.
Maintained positive student-teacher relationships.

Oct 2020 — Mar 2022 Customer Service Agent (e-mails), Nexteum Ukraine, remotely

Provided personalized, positive, and memorable customer support via email and live chat.
Supported the largest online store that sells performance and replacement auto parts, auto styling
accessories, and products for auto and moto racing and is one of the top 5 leading stores in the U.S. and
Canadian markets.
Placed orders, processed changes/returns, cancellations etc. according to established policies and
procedures.
Made hundreds of successful sales.

Apr 22 – Jun 22 Unemployed

Jun 2022 – Mar 2023 Waitress, Verdi - Italian Kitchen at the Royal Albert Hall,
Rhubarb Food Design LTD London
Worked as a collaborative team member to achieve the highest level of customer service.
Followed all health and safety standards to promote wellness and an enjoyable dining
experience.
Provided personalized attitude to the guests of the restaurant.
Made twenty-four positive reviews on TripAdvisor.

Mar 2023 —Feb 2024 Supervisor, Verdi - Italian Kitchen at the Royal
London
Albert Hall, Rhubarb Food Design LTD
Created a good atmosphere in the team with my positivity and motivation.
Paid special attention to the guest's experience with us, understanding that we are an accrual part of the
entireguest experience in the Royal Albert Hall.
Customer-centric mindset in onboarding and training processes.
Provided the information about supplies and inventory needed.

Feb 24 – Current Flutes staffing agency London
Working as a collaborative team member at various Prestigious & Sporting event locations in England:
Wembley Stadium, Alexander Palace, Kia oval cricket stadium, Tottenham Hotspur Stadium, Royal
Ascot, The Shard.
EDUCATION
Sep 2014 — Jun 2018 Bachelor's degree, Izmail State University of Humanities Izmail, Ukraine

Teacher of French and English
Sep 2018 – Jan 2020 Izmail, Ukraine
Master's degree, Izmail State University of Humanities
Language and Literature (French)

SKILLS Customer Service Expert B2B Expert

Communication Skills Expert HelpSpot Expert

Leadership Expert HubSpot Expert

Computer Skills Expert Zendesk Expert

LANGUAGES English Fluent Russian Native speaker

Ukrainian Native speaker French Very good command

Bulgarian Native speaker

COURSES
Apr 2020 — Aug 2020 FRONT-END development + JQUERY+CMS, Mobios school

Nov 2023 — Dec 2023 Drawing from plants and flowers, City Lit, London