Zheni Kirilova
Schaumburg
Summary
Dynamic leader, enhancing client satisfaction and streamlining operations. Expert in Salesforce and QuickBooks, I excel in team management and problem-solving, significantly improving process efficiency. Skilled in fostering client relationships and leading teams to achieve and surpass goals.
Client support professional with strong background in managing support operations and delivering client satisfaction. Known for fostering team collaboration and meeting dynamic client needs. Trusted for problem-solving abilities and adaptability in fast-paced environments that require multitasking skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Client Support Manager
Dolphin Merchant Services
06.2023 - 12.2024
- Onboarding new accounts and making sure approval times are to client satisfaction
- Taking daily phone calls and solving problems
- Identified opportunities for process improvements, increased efficiency and reducing response times.
- Ensured compliance with industry regulations and company policies throughout all aspects of client support activities.
- Coordinated regular team meetings to discuss projects, progress, challenges, and best practices in client support management.
- Managed a diverse portfolio of clients, delivering personalized solutions tailored to individual needs.
- Worked collaboratively with sales teams to provide pre-sales assistance, ensuring smooth onboarding experiences for new clients.
- Worked collaboratively with tech department to provide client support on all equipment
- Handled escalated cases effectively, demonstrating empathy and professionalism while resolving complex issues.
- Working with CRM Salesforce and custom-made CRM to streamline client support processes by using efficient ticketing and communication systems.
- Creating shipping labels with Fedex for all outgoing equipment
- Quick Books - Invoicing, Accounts payable and receivable, Maintaining Inventory
- Developed comprehensive training materials to ensure consistent support quality across the team.
- Participated in community events to promote services and engage with public. - Midwest Acquirers Association
General Manager of Operations
Your Way Freight, Inc.
03.2018 - 04.2021
- Established a culture of continuous improvement by identifying opportunities for enhancement in operations, systems, and procedures.
- Ability to multitask and manage stress situations, problem solving.
- Taking phone calls and providing updates.
- Dispatching over 20 trucks with loads and making sure they are picked up and delivered in a timely manner.
- Working with partnering brokers on daily basis to ensure smooth company operations and efficiency of the business.
- Accounting - Working with factoring company, creating invoices, accounts payable and receivable, driver statements and payouts weekly.
- Safety - Setup new driver documentation, driver orientation and MVR, PSP, Clearinghouse.
- Ensured compliance with industry regulations, company policies, and best practices within all areas of operation.
- Drove revenue growth by identifying new business opportunities and forging strategic partnerships.
- Developed and executed strategic plans for increased productivity, profitability, and overall business growth.
Dispatcher
World Way Freight, Inc.
01.2016 - 02.2018
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of over 30 fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow.
- Managed conflict resolutions with customers, drivers, and other personnel to encourage professional relationships and promote respect.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained updated and detailed records of calls in physical and electronic database.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Ensured compliance with local, state, and federal regulations related to emergency communications.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Monitored vehicle locations to coordinate timely arrivals.
Education
Bachelor's Degree - Accounting
University of Economics
Varna, Bulgaria05-2014
Skills
- Excellent computer skills including experience in MS Office, Salesforce, QuickBooks
- Team management
- Sales support
- Client relationship building
- Complaint handling
- Problem-solving
- Time management
- Attention to detail
- Teamwork and collaboration
- Multitasking
- Excellent communication
- Organizational skills
- Self motivation
- Analytical thinking
Certification
- Bachelor's Degree of Accounting
Certificates obtained for work:
- Book-keeping for Trucking companies
- Safety Manager for Trucking companies
- Reasonable suspicion supervisor training on drugs and alcohol
- Hours of service audit for trucking companies
Languages
English
Native or Bilingual
Bulgarian
Native or Bilingual
Timeline
Client Support Manager
Dolphin Merchant Services
06.2023 - 12.2024
General Manager of Operations
Your Way Freight, Inc.
03.2018 - 04.2021
Dispatcher
World Way Freight, Inc.
01.2016 - 02.2018
Bachelor's Degree - Accounting
University of Economics
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