Anton Todorov

Detail-oriented HMRC professional with 4+ years in operational delivery, complaint triage, and multi-line customer service. Proven ability to manage high-volume caseloads under strict SLAs. Seeking to leverage compliance expertise within Campaigns and Projects.

Administrative Officer / Complaint Triage Specialist - PT Operations HMRC - Cardiff, South Wales

(2020-04)

Responsible for accurately assessing and prioritising incoming complaints, ensuring cases are allocated correctly and progressed in line with service-level standards. Make operational decisions by evaluating risk, urgency, vulnerability and complexity, applying the appropriate guidance and adjusting approach to reflect individual customer circumstances and protecting HMRC reputation. Work confidently with HMRC case management systems, maintaining accurate records to support audit requirements, performance monitoring and the identification of emerging trends.

Recognise recurring service issues and provide clear summaries to support timely resolution by complaint handlers and specialist teams.

• Triaged and resolved 35+ complaints daily across PAYE, Self-Assessment & Agent lines within a 10-working-day SLA
• Collaborated cross-departmentally to gather case evidence, improving complaint response accuracy and quality outcomes
• Advised colleagues on complaint handling best practice via phone, email and in-person, raising team capability

Customer Service Advisor - PT Operations HMRC - Cardiff, South Wales

(2020-04 - 2023-04)

• Delivered first-contact resolution across multiple HMRC business lines via telephone, webchat and email
• Managed payment processes by phone, letter and online services, ensuring accurate and timely processing
• Supported customers with tax code queries and Self-Assessment returns, reducing escalations through clear guidance

Bartender - Cosy Club Central - Cardiff, South Wales

(2019-08 - 2020-04)

• Delivered high-quality bar service in a fast-paced hospitality environment, consistently achieving customer satisfaction
• Managed stock control, inventory checks and bar area compliance to maintain hygiene and operational standards
• Competed in mixology competitions, demonstrating initiative and commitment to professional development

Catering Staff / Event Staff - Catering Service International - Cardiff, South Wales

(2017-04 - 2020-01)

• Provided catering, cashier and stewarding support across major events, concerts and sport competitions under high-pressure conditions

Hospitality Host / Slot Machines Host - Rainbow Casino Cardiff - Cardiff, South Wales

(2017-06 - 2018-10)

• Delivered guest services, handled complaints, monitored regulatory compliance and processed jackpot payouts accurately at Rainbow Casino Cardiff

Bartender / Waiter - Viva Brazil Restaurants - Cardiff, South Wales

(2016-11 - 2017-06)

• Provided full bar and waiting service at a busy restaurant, maintaining high customer satisfaction and smooth team operations

Staff / Waiter - Alton Towers Resort

(2016-05 - 2016-09)

• Delivered front-of-house and event catering services at Alton Towers Resort, handling payments and supporting diverse conference setups

Diploma - Microprocessor Systems Engineering - PNPS High School (2007 - 2011)

Bachelor - Coach Faculty - National Sports Academy – Sofia Bulgaria (2011 - 2016)