WORK EXPERIENCE


Workspace123 Logo

Workspace123

WordPress Developer, Content Writer, and SEO Specialist

Jan. 2022 – Present

  • Designed a user experience and interface that guides Google Workspace admins and end users and teaches them how to use the services as efficiently as possible.
  • Produced all the content: 1,015 articles with step-by-step instructions and other important information, covering over 95% of all currently existing Google Workspace features and settings.
  • Generated and optimized thousands of screenshots for all the step-by-step tutorials, visually covering every step.
  • Developed and recently launched the entire site for desktop, tablet, and mobile with WordPress and plugins, incorporating security, performance, and other best practices.
  • Implemented search engine optimization: competitor analysis, keyword research, on-page, and technical SEO.

Achievement Unlocked

“One-Man Army”

Sutherland and Google Logos

Sutherland Global Services and Google

Expert Google Workspace Consultant

July 2015 – Dec. 2021

  • Advised hundreds of enterprise-level customers, resolved complex and high business impact issues, and took on escalations; provided guidance to the team.
  • Trained groups of new hires and tenure agents on support tools and standard operating procedures.
  • Initiated the creation of specialized support teams, which allowed Sutherland to hire over 50 new employees.
  • Analyzed hundreds of positive feedback reviews for patterns. Created and presented internal training based on the findings and boosted the team’s customer satisfaction score.
  • Built an internal site with helpful links and canned responses for live web chat conversations, which increased the team’s hourly productivity, QA scores, and CSAT.

Over 12,000 cases closed

Over 99% customer satisfaction (excluding product-related negative feedback)

Sutherland and Google Logos

Sutherland Global Services and Google

Google Workspace Consultant

May 2013 – July 2015

  • Launched the Google project at Sutherland and reached stability with minimal training and assistance.
  • Professionally represented Google internationally, increased Google Workspace customer loyalty and retention.
  • Consistently met all KPIs: above 90% customer satisfaction; above target hourly productivity and QA scores.

EDUCATION


Foreign Languages High School “Yordan Radichkov”

English Specialization

2007 – 2012

COURSES AND CERTIFICATIONS


SEMrush Academy Courses

SEO Crash Course Certificate

SEO Crash Course Certificate

Content-Led SEO
Certificate

Content-Led SEO Certificate

Keyword Research Certificate

SEO Keyword Research Certificate

Technical SEO
Certificate

Technical SEO Certificate

Mastering Digital PR Certificate

Mastering Digital PR Certificate

Google Courses

Introduction to Tag Manager

Google Tag Manager Certificate

Introduction to Google Data Studio

Google Data Studio Certificate

Introduction to Google Analytics 4

Google Analytics 4 Course

SKILLS


SEO

Understanding of Google Search, SEO best practices, and concepts like:

  • Site auditing
  • Target audience research
  • Competitor analysis
  • Keyword research
  • Content writing
  • On-page optimization
  • Technical SEO
  • KPI tracking
  • Report data visualization

SEO Tools

  • Keyword Planner
  • Search Console
  • Analytics 4
  • Tag Manager
  • Optimize
  • Data Studio
  • Ahrefs
  • Semrush
  • ScreamingFrog
  • Page Optimizer Pro
  • RankMath
  • Chrome Extensions

Technical Skills

  • HTML
  • CSS
  • JS
  • DNS
  • WordPress
  • Wix
  • Google Workspace
  • MS Office
  • Adobe Creative Suite
  • Other

General Skills and Qualities

  • Self-reliant learner
  • Researching and finding information
  • Analyzing data and seeing patterns
  • Problem-solving skills
  • Verbal and written communication
  • Customer relationship management
  • Customer service
  • Technical support
  • Emotional intelligence
  • Flexible and adaptable
  • Multitasking
  • Time management
  • Teamwork
  • Teaching and training

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