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Work Background
Operations Director
TELUS DigitalOperations Director
Jul. 2017Sofia, Sofia City Province, Bulgaria
Operations Manager
TELUS DigitalOperations Manager
Jan. 2016 - Jul. 2017Bulgaria
Senior Operations Manager
C3i EuropeSenior Operations Manager
Nov. 2013 - Dec. 2015
Operations Manager
C3i EuropeOperations Manager
Nov. 2011 - Nov. 2013Sofiya, Bulgaria- Ensure on a daily basis that all KPI in relation to the Client key performance indicators are met - Weekly/ Daily/ Monthly performance reviews - Regular process reviews - Regular project reviews - Schedule and Holiday planning
Assistant Manager
C3i EuropeAssistant Manager
Apr. 2010 - Jan. 2012- Responsible for overall quality and quantity of the account; - Recruitment and staffing – involved on FTE model accounts; - SLA responsibilities – improvement and action plan on achieving; - People management – attitude, skills; - Reporting - to client and management of the company;
SME
C3i EuropeSME
May. 2009 - Apr. 2010Sofia- Responsible for knowledge maintenance; - Direct communication with the client; - Operationally involved on SLA analysis and SLA improvement plans; - Implementation on new projects and supports; - Optimization of all existing processes;
QA/ Trainer
C3i EuropeQA/ Trainer
Oct. 2007 - May. 2009Sofia- Responsible for the knowledge of Help desk analysts for 3 accounts; - Listening calls and reading e-mails of the HDA’s - assessment - Remediation sessions - Up – trainings, basic trainings – client specifics
Chief Trainer
Profireal Bulgaria LtdChief Trainer
Jan. 2007 - Oct. 2007Training of new employees and representatives of the company; preparation of trainings for employees and partners of the company; implementation of training programs; Trainings of managers - product, skills; Adaptation of working system of the company; Assessment of provided trainings, analyses of results; Active participation in the process of optimization of the working process and motivation;
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