Resume

1. Lora Zdravkova-
Stancheva
Team Leader
Email: loriaz1988@gmail.com
Address: Juan Ocaña 11 4C
Phone: +34 651836446
Date of birth: 1988-10-14
Nationality: Spanish
OBJECTIVE With wide experience, over more than seven years, in the Customer
Service sector, I could de ne myself as a communicative, exible, and
excellent teamwork partner. Being a pragmatic and self-demanding
person, I always give the best in all areas of life.
Studying International Relations has helped me to understand the
complexity of our world and to be more critical, supportive, and open-
minded.
Also, it has given me the opportunity to open up to new elds, such as the
world of international business and insurance companies, and has lled
me with a desire to reorient my professional future towards these spheres.
Always believing there is room to improve personally and professionally.
For this purpose, I consider that dynamic environments o er the
challenges that are perfect for such improvement and personal growth
which I'm looking for.
EXPERIENCE
Madrid
February 2020 - Present
Claims Team Leader
Further International Underwriting Company
My main duties are to ensure the best work environment for the
EMEA team, ensuring the quality levels agreed with our clients
around the world (mainly EMEA and Gulf area and South Asia)
accomplishing with:
- E cient - end to end - management of claims and complaints,
ensuring the best solution and rendered services for the clients and
interested parts.
- Look for continuous improvement of rendered services,
minimizing the client´s complaints or dissatisfactions.
- Searching propositions and ways for internal improvements,
keeping in mind the automatization, simpli cations, and e ciency
for the operational area.
- Support the team in order to meet the agreed SLA levels and
personal objectives, providing continuous training, generating an
ideal environment for their personal and professional
development, and dealing with TPA, so agreements are met
satisfactorily.
- Collaborate with the rest of the company´s areas, so higher levels
of scalability and e ciency are gathered.
- Participate and help the Team´s Manager and Claims Director in
weekly meetings and daily issues within the department, so
feedbacks to improve services could be obtained and transmit.
- Take decisions about claims coverage, management of complex
claims, ensuring all arrangements for the treatment abroad, and
keeping all involved parties up to date.

2. Madrid, España
March 2018 - February 2020
Claims Coordinator
Further International Underwriting Company
Managing all the aspects related to international health care and
medical claims approval by providing ongoing support and
expertise to all involved parties and clients, such as insurance
companies, insured members, call centers, hospitals, and travel
agencies. Handle and be responsible for the whole Bulgarian
market, but not only. Giving support also to insurance companies
and clients from the rest of the EMEA Region.
Main duties include:
- Make decisions on claims coverage and prepare documentation
for their approvals.
- Coordinate logistics and medical treatment arrangements with
medical and non-medical providers (call centers, travel, and
interpreters agencies).
- Provide continued customer service support to insured members
during the medical treatment abroad.
- Ensure all arrangements for the treatment and keep all parties up
to date.
- Coordinate payments with all the providers.
- Provide information on claims and expenses for clients (insurance
companies and reinsuring agencies).
- Prepare comprehensive claims reports and internal manuals.
- Accomplish with CRM targets (complying with 90% of KPIs and
SLA)
- Great team worker, giving support and formation to new claims
team members
Airport Adolfo Suarez Madrid- Barajas
July 2010 - August 2013
Airport Agent
Swissport - Airport Handling Agency
Among years and on this very rst long-term position, I was in
charge of:
- Provide high-quality service which complies with the standards set
by each airline
- Check-in and boarding management
- Provide information regarding the services o ered by the airlines
- Deal with customer requests such as hotel reservations, airport
transfers, tourist information and similar
- Face exceptional and urgent situations, following the operational
manuals and security policies.
Madrid
January 2009 - January 2010
Receptionist and Administration Assistant
Rizos Advanced Formation Center
This has my rst job position, where I learned to:
- Deal with current and potential clients in terms of o ering new
products and activities
- Arrange and collaborate with external organizations on hiring and
seeking sta as models for shows and pret-a-porte collection
presentations
- Prepare students training contracts, check CVs received via email
- Keep track of sales and handle the shipments of orders

3. EDUCATION
Madrid, España
2018
International Relations Bachelor´s Degree
Rey Juan Carlos University
- Final Bachelor´s average score 8,66
- Bachelor's thesis about The Former Yugoslav Republic of
Macedonia (currently North Macedonia),
rated with outstanding
- Obtained distinction in Internacional Economy, International
Criminal Law, International Human Rights Law
- Participation in URJCMUN 2017
SKILLS LANGUAGES
Spanish
Bilingual
English
Advanced
Bulgarian
Mother tongue
Russian
Medium
PROJECTS Participation in URJCMUN 2017
ACHIEVEMENTS Final Bachelor´s average score 8,66 rated with outstanding
CERTIFICATIONS & COURSES La internacionalización de la empresa - Curta edición - Fundación Rafael
del Pino junto a ICEX
Successful Negotiation: Essential Strategies and Skills - University of
Michigan
PUBLICATIONS "La crisis politico-social interna de la Antigua República Yugoslava de
Macedonia", POLÍTICA Y LEGISLACIÓN: UNA APROXIMACIÓN
DESDE LA HISTORIA, EL DERECHO Y LAS INSTITUCIONES (2018)
https://culturapolitica.academia.edu/LeandroMart%C3%ADnez/EDITED-
VOLUMES
PUBLIC PERFIL www.linkedin.com/in/lora-zdravkova-stancheva-02b50b79
Liable, adaptable & exible team-player•
Working under pressure•
Con ict Resolution•
Leadership•
Organizational skills•
Customer-oriented•
Empathic•
Sales Force•
Microso O ce 365•
Altea•
Adobe Acrobat Pro•