Виктория

Curriculum Vitae
Personal

Name Victoria Velceva

Address Cairaclia, 7417 Taraclia
Phone number [відкрити контакти](див. вище в блоці «контактна інформація»)
Email [відкрити контакти](див. вище в блоці «контактна інформація»)

Resume objective

Young, soft-skilled and passionate employee, experienced in delivering exceptional support and enhancing user experiences.
Skilled in providing accurate and helpful support in a friendly and efficient manner.
Committed to continuous learning and improvement to deliver exceptional support.
Seeking a challenging role where I can leverage my expertise to drive efficiency, productivity, achieving organisational goals and
customer satisfaction.

Work experience

Sep 2022 - Jul 2023 Team Lead for Social Media and Ads
Teleperformance Portugal, Lisbon
Managing the day‑to‑day team / individual performance and results driving continuous improvement
and taking corrective actions as necessary.
Liaising with different teams across the company to ensure business goals and objectives are met.
Building and implementing meaningful coaching and daily feedback to encourage team members to
take actions.
Reporting and giving feedback to Ops identifying strong / weak points, key players and coordinating
actions for the upcoming weeks/months.

Dec 2020 - Sep 2022 Quality Assurance Analyst for Social Media and Ads
Telepeformance, Lisbon
Monitoring and analysing agent performance, including agentʼs assessments over time ensuring the level
of the support provided is accurate with the knowledge base and highly helpful as per the QA standards.
Participating in pilots, beta tests enchanting the platform experience.
Understanding and partnering with Ops for operational objectives and goals, then providing detailed
report results, performance feedback and plans to achieve business and individual goals.

Mar 2019 - Dec 2020 CSR for Social Media and Ads
Teleperformance Portugal, Lisbon
Processing and escalating customerʼs requests, queries and complaints at Meta Ads with building solid
understanding and up to date knowledge of the platform and its tools for efficient and thorough problem
solving.

Jul 2018 - Feb 2019 Product Support Specialist gTech
Telus International Europe, Sofia
Back office support to all Google clients with solutions rooted in technical skills, product expertise, and a
thorough understanding of the customersʼ complex needs to ensure their benefit from the full potential
of Google products. Reviewing and identifying fraud cases.

Jan 2018 - Jul 2018 Player Support Specialist / Coach
Telus International Europe, Sofia
Providing 24/7 tech and game‑specific assistance to all Supercell players via email channel with a
personalised approach to each gamerʼs pain points.
Education and Qualifications

Sep 2015 - May 2018 Secondary School
Liceul Teoretic Ivan Vazov, Taraclia

Oct 2023 - Oct 2023 Basic Safety Training
Bulgarian Maritime Training Centre, Varna

Nov 2023 - Nov 2023 Training for Seafarers with Designated Security Duties
Bulgarian Maritime Training Centre, Varna

Interests

Food, Music, Sport, Books

References

Telus International Sergei Carafizi
Europe
[відкрити контакти](див. вище в блоці «контактна інформація»)

Skills

Data Analysis and Statistics

Soft Skills

Digital Marketing

Foreign Languages

Communication

Collaboration

Problem Solving

Adaptability

Organisation