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    "name": "Mariya Bakardzhieva",
    "label": "Customer Service Specialist/ SINGER/ Fashion and beauty enthusiast",
    "summary": "Empathetic Customer Service Specialist with 7 years’ experience resolving complex customer issues via phone, chat, and email. Achieved 97% customer satisfaction and 97% first-contact resolution. Skilled at finding creative solutions, collaborating with teams, and adapting communication to different preferences and perspectives. Developed and taught communication strategies to improve customer support quality and team performance. Fashion, music, and beauty trend-aware, with a strong understanding of materials and presentation. Professional singer with 13 years of choir experience and 3 years of solo piano-bar performances, collaborating with bands and delivering live entertainment.",
    "location": "London, UK"
  },
  "work": [
    {
      "company": "Project Amazon- Partner BPO",
      "position": "Customer Service Specialist",
      "location": "Sofia, Bulgaria",
      "startDate": "2019-06",
      "current": true,
      "highlights": [
        "Handle 50+ customer interactions daily across live chat, email, and phone",
        "Maintain flexible target scores and 97% first-contact resolution rate across 6,000+ tickets annually",
        "Created customer communication strategies used during daily interactions to improve support quality.",
        "Mentored over 100 new hires with practical guidance, helping them ramp up faster than the expected timeframe."
      ]
    },
    {
      "company": "Piano Bar Primoretz",
      "position": "Piano Bar Singer",
      "location": "Burgas, Bulgaria",
      "startDate": "2017-06",
      "endDate": "2019-05",
      "highlights": [
        "Experience in singing different genres like: Pop, RnB, Jazz, Western folk music, Retro, Modern, Opera.",
        "Adapted quickly to changing schedules and emergency band formations, collaborating with team members to maintain smooth service.",
        "Received numerous of praises and won many times total customer satisfaction and enjoyment. Delivered strong vocal performance supported by basic music theory knowledge and vocal technique."
      ]
    }
  ],
  "education": [
    {
      "institution": "Sofia University \"Kliment Ohridski\"",
      "degree": "Masters Degree",
      "field": "Law",
      "startDate": "2019",
      "endDate": "2026"
    },
    {
      "institution": "GPNE \"Geothe\"",
      "degree": "High School Degree",
      "field": "Specialized German School",
      "startDate": "2015",
      "endDate": "2019"
    }
  ],
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    "Intercom",
    "Conflict Resolution",
    "CRM Systems",
    "Active Listening",
    "Salesforce Service Cloud",
    "Microsoft Word",
    "Writing",
    "Strategy Developer",
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      "language": "English",
      "fluency": "Fluent"
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      "fluency": "Fluent"
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  "certificates": [
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      "name": "Geothe Zertifikat C1",
      "issuer": "Geothe Institute",
      "date": "2018-12"
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    "yearsOfExperience": 9,
    "seniority": "senior",
    "highestEducation": "Master's"
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