Available to hire
I am EMA Kesimova, a dedicated Customer Service Associate with experience resolving customer issues across multiple software systems. I thrive in fast-paced team environments, prioritizing tasks and maintaining a positive attitude.
I hold a Master’s degree in Industrial Engineering and bring strong analytical thinking and process improvement to my role, along with a commitment to ongoing learning and delivering high-quality service.
Experience Level
Language
Turkish
Advanced
English
Advanced
Bulgarian
Advanced
Work Experience
Customer Service Representative - Diabetes unit at FoundEver Bulgaria
January 1, 2025 - October 31, 2025Provide product oriented support and technical services for customers from countries within main responsibility. Respond to inquiries via phone, email, chat; deliver new hire training and Phase 1-3 training support; troubleshoot device functionality; research issues offline and follow up; document customer feedback and escalation details; capture product complaints; coordinate with US stakeholders; monitor complaint resolutions and ensure therapy continuation; execute SAP CRM reporting; participate in ongoing product training and quality/compliance activities.
Customer Service Associate with Turkish (Orders & Claims Management) at BiC Service Sofia
March 1, 2023 - March 1, 2023Support Supply & Delivery process for Turkish markets; manage orders in ERP/CRM; serve as point of contact for B2B customers and partners; resolve inquiries and process claims; handle requests via email, phone, or chat.
Social Media Content Review Analyst at Alorica Bulgaria
September 1, 2022 - September 1, 2022Moderate content for legal compliance and safety across platforms; coordinate with supervising departments for timely handling of content violations; escalate issues and report common problems to Team Leaders and Operations Manager.
Customer Operations Executive at SiMSEK EGE Label Company Ltd.Şti
June 1, 2018 - June 1, 2018Generate daily, weekly, and monthly marketing reports; promote label products via email/phone/face-to-face; manage daily outreach targets; resolve customer complaints; update internal systems and booking portals; review payments and credit reports with Sales Manager.
Customer Support Operations Specialist at SMLGLOBAL Apparel Branding&Packaging
March 1, 2017 - March 1, 2017Manage end-to-end process from sales orders to invoicing and delivery; coordinate customer complaints with related departments; proactively follow up on requests to ensure timely service and satisfaction; assist in achieving KPIs; oversee sampling projects and quotation approvals; prepare stock & sales reports for negotiations with international teams.
Marketing Planning Support at TECTUM GROUP
April 1, 2014 - April 1, 2014Marketing planning support for Microsoft, IBM, CISCO; coordinate projects and promotions; handle advertising, public relations, and administration; develop marketing plans and campaigns.
Customer Service Representative at Chula Vista Resort - Work & Travel Program
October 1, 2011 - October 1, 2011Deliver high-standard client satisfaction in a fast-paced environment; identify customer requirements and provide professional solutions; maintain productive customer interactions.
Sales Marketing Support at Groupe SEB
September 1, 2023 - September 1, 2023Sales Marketing support for Tefal, Rowenta, Moulinex, Krups, Lagostina brands; handle daily product checks and item availability; report back on missing items; support sales at Tefal Shop; coordinate with customer requirements and promotions.
Sales Marketing Support at Coca-Cola Company
September 1, 2003 - September 1, 2003Customer acquisition planning; market analyses and reporting; manage marketing activities, training programs for customers; coordinate marketing and sales efforts; ensure product availability and performance.
General Customer Service at Scott's College London / General English Courses (course activity)
July 1, 2008 - July 1, 2008Studied General English as part of an ongoing professional development track.
Education
Master's degree in Industrial Engineering at Technical University of Sofia
January 1, 2012 - January 1, 2014Bachelor's degree in Industrial Engineering at Technical University of Sofia
January 1, 2008 - January 1, 2012Qualifications
General English - Scott's College London
October 1, 2007 - July 1, 20083G Traditional - Development- Venture DAYS: Innovation and Entrepreneurship, Istanbul University
March 1, 2013 - October 31, 2025Evolving Role of Technology in Industrial Engineering, Supply Chain Management, Artificial Intelligence, Innovation, E-commerce
September 1, 2012 - October 31, 2025Emerging Technology and Industrial Engineering – 3G Traditional - Development- Venture DAYS
December 1, 2012 - October 31, 2025Intensive Training Seminar: New Horizons in Corporate Management, Technical University of Sofia
May 1, 2012 - June 1, 2012Industry Experience
Retail, Professional Services, Software & Internet, Healthcare, Education
Experience Level
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