Mariya Mihaylov
North York,Ontario
Summary
Proven leader with a track record of enhancing operational efficiency and customer satisfaction at Trade Management. Skilled in decision-making and staff development, I've empowered teams to exceed performance goals. Expert in quality control and customer service management, achieving high client retention through innovative solutions and effective communication. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Night Operations Manager
Spot On Maintenance Solutions
04.2018 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed systems and procedures to improve operational quality and team efficiency.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Oversaw security measures at the facility, ensuring a safe environment for both employees and customers alike during night hours.
Account Manager
Trade Management
09.2013 - 01.2018
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Trained new employees on customer service, money handling and organizing strategies.
Education
Diploma With Honours - Accounting And Payroll
Academy of Learning Career And Business College
Toronto12.2011
Skills
- Decision-making capabilities
- Staff Training and Development
- Change Management Experience
- Quality control knowledge
Team Leadership
- Customer Service Management
- Staff training/development
- Inventory Tracking and Management
- Hiring and Onboarding
Languages
English
Full Professional
Bulgarian
Native or Bilingual
Russian
Full Professional
Timeline
Night Operations Manager
Spot On Maintenance Solutions
04.2018 - Current
Account Manager
Trade Management
09.2013 - 01.2018
Diploma With Honours - Accounting And Payroll
Academy of Learning Career And Business College
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