Hanna

Hanna Tosheva
[відкрити контакти](див. вище в блоці «контактна інформація»)| [відкрити контакти](див. вище в блоці «контактна інформація»)
Customer-focused professional with over 4 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
Izmail State University of Humanities, Ukraine | Jun 2018

Professional Experience

Customer Support & Events Staff
Flutes Staffing Agency - London (Feb 2024 - Present)

• 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
Rhubarb Food Design LTD - London (Mar 2023 - Feb 2024)

• 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
Rhubarb Food Design LTD - London (Jun 2022 - Mar 2023)

• 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 (Oct 2020 - Mar 2022)
• 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
Telus International - Sofia, Bulgaria (Apr 2019 – Oct 2019)

- 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

* Russian - Native

* Bulgarian - 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