Sylvia Bourdjian

• Manage and resolve complex customer complaints, ensuring fair, timely, and customer-focused outcomes in line with internal policies and regulatory expectations  • Conduct quality assurance reviews for 50+ customer interactions weekly, ensuring alignment with KPIs and service standards • Perform call monitoring, live scoring sessions, and structured feedback to improve team performance, quality scores and overall service quality  • Identify recurring issues and contribute to continuous improvement of c

• Handled escalated queries from 1st level support, resolving high-volume B2B and B2C cases • Supported customers in German, English, and Arabic, ensuring clear and effective communication • Liaison with external Call Center in Sofia, supporting operational alignment and communication  • Resolving Mastercard chargeback claims and all credit card support issues in FIS platform • Responsible for adapting customer handling processes according to GDPR regulations and ensured compliance and data handling proce

• Delivered English language training to learners across multiple proficiency levels. • Adapted teaching methods to individual learning styles to support effective learning outcomes. • Built strong communication, coaching, and presentation skills in a multicultural environment.

• Coordinated international procurement and trading activities for dental and jewelry raw materials across Middle Eastern markets. • Acted as the primary liaison with European suppliers, supporting purchasing, logistics, and business communications. • Managed executive schedules, meetings, travel arrangements, and administrative operations. • Supported customer inquiries and order processing while ensuring efficient coordination across internal and external stakeholders.

Sales executive for exclusive 5-star hospitality events • Built relationships with senior executives to promote premium international hospitality events. • Negotiated commercial agreements and achieved sales targets in a competitive environment.

• Processed customer orders, prepared invoices, and coordinated deliveries for dental products. • Supported sales administration and monthly accounting activities.

Trading company for Pharmaceutical chemicals and raw materials • Coordinated executive administration, meetings, travel, and business communications. • Supported project administration, workload coordination, and follow-up across operational activities. • Prepared reports and analyzed logistics data to support business decision-making. • Maintained documentation systems, databases, and operational records to improve information management.

• Delivered customer support, processed orders, and resolved billing and account inquiries. • Reported customer feedback and service trends to management to support continuous service improvement.