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Merlin Hodzhova is an experienced professional in account management and customer service, currently serving as Manager of Account Management EMEA at Avature since August 2018, where responsibilities include managing key accounts and leading a team of Account Managers. Previously, Merlin held the position of Team Manager at Concentrix, overseeing multilingual teams and customer service projects, while ensuring adherence to project KPIs. Additional experience includes a role as Junior Account Manager at TELUS International Europe, where project management for a large customer care team was a key focus, and earlier positions in quality assurance and training that involved process improvement and agent coaching. Academic credentials include a Master's degree in Economic Sociology and a Bachelor's degree in Industrial Economics from the University of National and World Economy, complemented by studies at Elizabethtown College.