Виктория

Curriculum Vitae
Contact Information:
Victoria Velcheva, Odessa, Ukraine
Telegram @velcevavica
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Profile:
Experienced professional with 9+ years in international companies across Social Media &
Ads, Customer Support, Quality Assurance, Team Leadership, Administrative Support, and
HR. Strong team development and communication skills in multicultural environments,
with creative business development thinking.

Work Experience:
Grasis Consulting, Odessa, Ukraine (08/2024 – Present)
HR Specialist
• 80+ successful hires in a year (KPI: 5 hires/month)
• AI integration in HR processes: content and creatives for job ads

Teleperformance, Lisbon, Portugal (2019–2023)
Team Lead, Social Media & Ads (EN market)
• Led a team of 15+ employees, achieving 92%+ KPI
• Mentorship program: 8 team members promoted in a year

Quality Assurance Analyst (RU / EN market)
• Conducted 400+ QA audits, 50+ coaching sessions, service quality improved by 15%
• Coached and trained new QA colleagues, two promoted to leadership roles in QA
departments (on sire & vendor)

Customer Support Representative (RU / EN market)
• Supported clients from SMB to Global Business Group (with revenue $10k+/month)
TELUS International, Sofia, Bulgaria (2018–2019)
Risk Management
• Prevented financial fraud via behavioral client analysis

Google gTech Specialist
• Provided technical support for clients using Google products

Player Support Specialist – Supercell
• Participation in beta testing and practical exploration of game mechanics to enhance
understanding of player behavior; achieved a CSAT of 96% within 6 months.

Anex Tour, Bulgaria (2016)
Administrative Assistant
• Organized and supervised transfers/tours

Education & Certificates:
• Bulgarian Maritime Training Centre - Basic safety training and designated security duties
(2023)
• LinkedIn Certificates: Business Development (2024)

Skills:
KPI & Reporting Leadership & Mentoring CRM: Bitrix24, Meta Ads
Tools
Customer Support & QA PowerBI, Google/MS Office AI Tools & Automation

Languages:
Russian - Native Bulgarian - Native English - C1
Ukrainian - Intermediate Romanian - Basic