Deliana R.

Customer Experience is more than solving problems, it's making sure people feel heard, supported, and valued. I am an experienced Customer Experience and Support professional currently working for a major international company, where I support customers primarily through email and live chat, with additional phone support experience. Over the years, my responsibilities have expanded beyond day-to-day customer support into training and employee development. I have trained numerous new hires, facilitated virtual training sessions, delivered refresher training for existing employees, and reviewed training materials to ensure information is clear, accurate, and easy to apply. This combination of frontline support experience and training experience allows me to understand both sides of the customer experience: what customers need from a support team and what support agents need in order to deliver exceptional service. I can help with: • Email & live chat customer support • Customer experience and customer care • New-hire training and onboarding • Virtual training facilitation • Refresher and process training • Training-material review and improvement • Guides, presentations and learning materials • Webex, Slack, Salesforce, Recurly Zendesk I also bring a background in Psychology, which has strengthened my understanding of communication, active listening, behavior and interpersonal dynamics. In addition, I have experience with Canva, digital content creation and social media, including presentations, e-books, social media graphics and other digital materials. I work in English and French, and I am a native Bulgarian speaker. 💫 If you’re looking for someone who can support your customers or train and support your team,I’d be happy to discuss your project.