Hanna

Hanna Tosheva
Izmail | [open contact info](look above in the "contact info" section)| [open contact info](look above in the "contact info" section)
Customer-focused professional with over 5 years of experience in customer support, e-commerce, and hospitality.
Proven ability to resolve complex issues, drive customer satisfaction, and contribute to team success. Multilingual
with strong leadership and communication skills.

Education
Master's Degree in French Language & Literature
Izmail State University of Humanities, Ukraine | Jan 2020
Bachelor's Degree in English & French Teaching
IzmailStateUniversityofHumanities,Ukraine | Jun2018

Professional Experience
CustomerSupport&Events Staff
FlutesStaffingAgency - London(Feb2024 - May 2026)
• Delivered exceptional customer service at high-profile venues: Wembley Stadium, Royal Ascot, Kia

oval cricket stadium, Stamford Bridge and more.
• Maintained professionalism and composure in fast-paced, high-volume environments.

Supervisor - Verdi Italian Kitchen, Royal Albert Hall
RhubarbFoodDesignLTD - London(Mar2023 - Feb2024)

• Led and motivated a diverse team to ensure smooth service and elevated guest experience.

• Trained new hires with a customer-first approach, improving team efficiency.

• Supported stock, inventory processes, was responsible for cash-up.

Waitress - Verdi Italian Kitchen, Royal Albert Hall
RhubarbFoodDesignLTD - London(Jun2022 - Mar2023)

• Delivered attentive service with a personal touch, resulting in 24 positive TripAdvisor reviews.
• Upheld hygiene and safety standards while fostering a welcoming atmosphere.

Customer Service Agent (Email & Live Chat)
Nexteum - Remote,Ukraine(Oct2020 - Mar2022)

• 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, etc. according to policies and procedures.
•
Generated hundreds of successful sales through proactive customer engagement.

Technical Support Agent - Gaming Division
TelusInternational - Sofia,Bulgaria(Apr2019–Oct2019)

• Supported Clash of Clans & Clash Royale players with technical issues.

• Achieved 90%+ customer satisfaction by simplifying complex solutions.
• Acted as a voice of the customer, relaying insights to internal teams.
Languages
*English - Fluent
*Ukrainian - Native

*Bulgarian - Native

*Russian - Native
*French - Very Good Command
Courses & Certifications
* Front-End Development + jQuery + CMS - Mobios School | Apr - Aug 2020

* Drawing from Plants and Flowers - City Lit, London | Nov - Dec 2023