Ivana Kancheva has worked for 9 months at William Hill as a customer service representative for the Spanish team. Her manager writes this letter of recommendation to confirm Ivana's excellent professional and personal qualities. Ivana helped build the Spanish market through customer service, sales, and marketing. She maintained high customer service standards, created action plans, and dealt with customers in Spanish via live chat, phone, and email. Ivana is skilled, dedicated, communicative, and creative in improving her work. She quickly adapted to her environment at William Hill by meeting targets and achieving excellent performance reviews. Ivana is highly organized, hard-working, willing to learn, and goal-oriented with excellent verbal and written skills in Bulgarian,

1. „WHG Service Bulgaria Limited” Ltd.
115L Tsarigradsko shousse Blvd., European Trade Centre, Building C, 5th floor
Sofia 1784, Bulgaria
Phone: +359 2 489 72 30
To Whom It May Concern:
Ivana Kancheva has been working for William Hill for 9 months. I am writing this letter of
recommendationtoconfirmthatherprofessional andpersonal qualities are one of a kind and to highly
recommend her to your company.
Throughoutthisperiod IvanaKanchevaworked forthe Spanishteamin WilliamHillOnline,helpingto
buildupthe Spanish Marketby focusingoncustomerservice,salesandmarketing.Herworkincluded
maintaining highlevel of customerservice,creating shortandlongtermaction planstoreach monthly
quotaobjectives,anddealingwithapanoramaof customers (providingcustomersupportvialivechat,
phone andemail toSpanishspeakingclientsfromSpainandLatinAmerica).
Ivanais a skilled Customerservicerepresentative; she isdedicatedtoherwork, extremely responsible,
has goodcommunicationskillsandhasa creative wayof thinking.She continuouslytriestoimprove her
workby comingup withnewideasandcreatingnew tools. IvanaKanchevaisaperfectionistandwill
take her time toget a highresulton her tasks.She quicklymanagedtoadaptto her working
environmentinWilliamHill bymeeting the establishedtargetsandstandardsforQualityAssessment
and throughachievingexcellentresults(herMonthlyPerformance review wasfrequentlyinthe band
ExceedsExpectations).
IvanaKanchevaisa highlyskilled Customerservice representative,extremelyorganized, hard-working,
willingtolearn,adjustingfasttonewproceduresandverygoal oriented.She hasexcellentverbaland
writtenskillsin3languages(Bulgarian, Spanish andEnglish).She isable toworkunderpressure, deal in
an efficientandfriendlymannerwithdifficultcustomers, learnfromfeedbackandisable toadapt
quicklytothe dynamicworkingenvironment.
Her surroundingswillverifythatshe isa pleasantpersonwithflawlessmannerswhichcontributed
greatlyto the atmosphere inthe company.
I highlyrecommend IvanaKanchevaforemployment.She isateamplayerandwouldmake a greatasset
to any organization.
Sincerely,
Danail Stoev
SpanishTeamManager
+359888889950

2. „WHG Service Bulgaria Limited” Ltd.
115L Tsarigradsko shousse Blvd., European Trade Centre, Building C, 5th floor
Sofia 1784, Bulgaria
Phone: +359 2 489 72 30