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Work Background
SmartyKids Europe - Child education centersDirector of Operations and Business Development
Apr. 2024Bulgaria, VarnaAt SmartyKids Europe, Tsvetelina develops and implements strategic growth plans, leveraging automation to streamline processes and enhance organisational efficiency. She oversees daily operations, ensuring quality, compliance, and optimised workflows. Tsvetelina provides leadership and fosters a collaborative, innovative culture, while cultivating strategic partnerships through advanced automation and relationship management tools. She establishes and analyses key performance indicators (KPIs), continuously refining operational and business development strategies to adapt to market changes. Additionally, Tsvetelina systematically analyses, designs, implements, monitors, and optimises processes to drive organisational effectiveness and agility.
Fantastic Services Head of Account Management Team
Aug. 2023 - Apr. 2024BulgariaIn this role, Tsvetelina supervised the performance of the Account Management team, providing mentorship and coaching to enhance team capabilities and individual growth. She established and closely monitored monthly and quarterly targets, KPIs, and project milestones, ensuring alignment with organisational goals. She diligently maintained and analysed franchisees' profit and loss statements (P&Ls), using insights to drive informed decision-making and strategic direction.
Tsvetelina developed comprehensive expansion strategies, identifying new markets and services through detailed growth timelines, financial forecasts, and robust business plans. She effectively collaborated with diverse cross-functional teams, including Customer Acquisition Marketing, Franchise Recruitment Marketing and Sales, Brand & Quality Control, Call Centre, Legal, IT, Service Development, Finance, and HR, facilitating seamless organisational alignment and execution.
She prepared and analysed quarterly and annual Net Promoter Score (NPS) reports, actively leveraging customer feedback to enhance service quality and satisfaction. Additionally, Tsvetelina organised and hosted quarterly and annual business planning events and trips, fostering team cohesion and strategic clarity.
Responsible for brand development within the Hungarian market, she successfully mentored and coached franchisees, significantly improving operational excellence and individual franchise performance. Furthermore, she participated actively in discovery sales calls, evaluating potential franchise candidates to ensure alignment with the brand's strategic vision and standards.
Fantastic Services Head of On-boarding and Training Team
Jul. 2018 - Jul. 2023BulgariaIn this role, Tsvetelina developed and continuously improved comprehensive, self-paced onboarding and three-level training programmes tailored specifically for Fantastic Services Regional Managers, spanning over four years. She spearheaded franchise recruitment marketing and sales processes, ensuring efficient onboarding and thorough induction for new franchisees.
Tsvetelina designed advanced training programmes covering methodologies in training delivery, quality control management, corporate development, business management, and supply chain management. She built and delivered an intensive, three-day accelerated training programme aimed at enhancing the capabilities and knowledge of Fantastic Services business partners.
She regularly conducted and hosted annual retraining sessions, interactive workshops, and informative webinars, alongside creating and curating more than 60 online courses hosted on the company's dedicated Learning Management System (LMS).
Her responsibilities included developing robust business operational processes, detailed procedures, comprehensive manuals, and clear process maps to drive efficiency and consistency across the organisation. Leveraging the FIRO (Fundamental Interpersonal Relations Orientation) model for effective people management, she applied over five years of experience in franchise relationship management, coaching, mentoring, and team management.
Tsvetelina successfully onboarded 47 Regional Managers across the UK and three international CEOs in Hungary and Ireland. Her collaborative approach involved active engagement with cross-functional teams—including Marketing, Call Centre, Service Development, Finance, Legal, and IT—to strategically drive and sustain business growth.
Additionally, she maintained and closely monitored business partners' profit and loss statements (P&Ls), providing insightful guidance to facilitate profitable marketing initiatives and sales strategies.
Fantastic Services Franchise Business Consultant
Aug. 2017 - Jul. 2018BulgariaIn this role, Tsvetelina successfully onboarded and trained 31 franchisees across Australia. She diligently monitored and ensured compliance with quality and brand standards by implementing and tracking Key Performance Indicators (KPIs). She developed and implemented official procedures aimed at significantly enhancing operational performance and consistency.
Tsvetelina created and delivered 20 specialised training courses, covering essential skills such as sales techniques, customer complaint handling, and effective CRM system utilisation. She also oversaw the thorough collection and verification of legal documentation, ensuring accuracy and completeness in compliance with regulatory standards.
Additionally, she actively collaborated with cross-functional teams—including Marketing, Call Centre, Service Development, and IT—to strategically drive sustained business growth and organisational effectiveness.
Zero CamouflageFounder, Hologenetic Mentor & Coach
Jul. 2014BulgariaIn addition to her corporate leadership, Tsvetelina brings extensive experience as a holistic and hologenetic coach and mentor. With over 11 years of practice, she integrates Cognitive-Behavioral Therapy (CBT), Neurolinguistic Programming (NLP), Mindfulness, and Epigenetic models to facilitate deep psychological transformation. Her comprehensive approach helps clients enhance cognitive processes, manage stress effectively, build authentic self-identity, set healthy goals, and foster a positive relationship with the self.
Hologenetic coaching is central to her methodology, representing a holistic, multi-dimensional process where each part contains information about the whole, thereby promoting transformation across multiple areas of life. By leveraging integrative techniques—including NLP, CBT, epigenetic frameworks, and spiritual concepts—she supports individuals in decoding personal potential, releasing internal blockages, resolving inner conflicts, and developing authenticity.
As a hologenetic mentor, Tsvetelina guides clients through profound internal awareness and transformation processes, combining spiritual and scientific methodologies to facilitate intuitive decision-making and holistic personal growth. Her multimodal approach enhances self-awareness, effective communication, and overall psychological resilience, positioning her uniquely in both corporate and personal development spheres.
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