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Work Background
Unger AcademyCommunity manager / Customer Success manager
May. 2022 - Mar. 2023Italia
TranscomTeam Leader
Jun. 2021 - May. 2022Pola
ConcentrixQuality Assurance Analyst
Dec. 2020 - May. 2021Sofia•Responsible for delivering the vendor processes in relation to Call Monitoring;
•Case Wellness and calibration for all Contacts Channels;
•Responsible for driving vendor to deliver to required levels of service;
•Responsible for performing/coordinating end to end Case Wellness review;
•Responsible for providing feedback to CSR/Team Managers and Quality;
•Manager on call monitoring/Case Wellness results and areas of improvement;
•Responsible for contributing to the collaboration across all teams (Quality Team, training and Operational Management) for areas of focus to drive enhanced results;
•Evaluate and communicate performance data consistently and objectively;
•Work with call monitoring and recording systems and translate the output;
•Analyses with help of the Business Analyst CSAT/NSAT/SSAT/CVR data, preparing reports, identifying trends and areas of opportunity to drive continuous improvement in customer satisfaction;
•Conduct ongoing analysis of Quality of Service results and process flows and recommend/help/develop;
•Organize and follow-up on multiple tasks/details with accuracy and timeliness;
•Ability to organize and review Case Wellness performance per agent, team and Line of Business;
•Provide feedback and coaching to frontline associates;
•Grain agreement and support of other management teams within the organization to ensure integration with the Business and successful implementation;
•Support training requirements regarding soft skills & process management;
•Support training content creation for soft skills/process management and technical competencies;
•Deliver training on relevant topics to both Customer Service and relevant delivery management representatives;
•Certification requirements if applicable: certified with proven experience in any available quality methodologies in the market;
•Achieve the personal and team goals;
•Successfully complete training activities to maintain technical expertise, and to broaden product knowledge;
BitMartCountry ambassador for Italy (freelance contractor)
Feb. 2019 - Aug. 2020Managing Italian social media channels
ConvergysBackup Team Leader
Oct. 2018 - May. 2021Sofia-Develop a strategy the team will use to reach its goal
-Provide any training that team members need
-Communicate clear instructions to team members
-Listen to team members' feedback
-Monitor team members' participation to ensure the training they are being provided is being put into
use, and also to see if any additional training is needed
-Supervise the daily activities of a team agents.
-Collaborate with Operations Director to ensure the transfer agent staff is capable of handling current
production goals within department(s).
-Assist in training new staff by demonstrating sound collections practices, participating in role plays,
monitoring new hire calls and providing feedback.
-Provide feedback to Operations Director on new hire progress, surfacing issues or other actions that
should be taken to improve/maintain success.
-Provide first level help to transfer agent staff by answering questions, participating in talk offs,
addressing escalated issues, researching customer accounts or providing feedback to staff.
-Perform weekly QA audits. Provide feedback to Operations Director on staff performance.
-Manage a queue of problem accounts and make follow-up calls or provide other supervisory
resolution action as needed.
-Manage the flow of day-to-day operations
-Handling Premier customers
ConvergysBackup Business Analyst
May. 2018 - Jul. 2018Sofia-Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.
-Leading ongoing reviews of business processes and developing optimization strategies.
-Staying up-to-date on the latest process and IT advancements to automate and modernize systems.
-Conducting meetings and presentations to share ideas and findings.
-Performing requirements analysis.
-Effectively communicating your insights and plans to cross-functional team members and management.
ConcentrixQuality Analyst
Aug. 2017 - Nov. 2020Sofia, Sofia, Bulgaria-Develop a strategy the team will use to reach its goal
-Provide any training that team members need
-Communicate clear instructions to team members
-Listen to team members' feedback
-Monitor team members' participation to ensure the training they are being provided is being put into
use, and also to see if any additional training is needed
-Supervise the daily activities of a team agents.
-Collaborate with Operations Director to ensure the transfer agent staff is capable of handling current
production goals within department(s).
-Assist in training new staff by demonstrating sound collections practices, participating in role plays,
monitoring new hire calls and providing feedback.
-Provide feedback to Operations Director on new hire progress, surfacing issues or other actions that
should be taken to improve/maintain success.
-Provide first level help to transfer agent staff by answering questions, participating in talk offs,
addressing escalated issues, researching customer accounts or providing feedback to staff.
-Perform weekly QA audits. Provide feedback to Operations Director on staff performance.
-Manage a queue of problem accounts and make follow-up calls or provide other supervisory
resolution action as needed.
-Manage the flow of day-to-day operations
-Handling Premier customers escalations
ConvergysBackup Italian Quality Analyst
Dec. 2016 - Aug. 2017SofiaEvaluating calls, Making gold fish to keep the NSAT(ex CSAT) in target for italian team and other tasks.
EC Innovations, Inc.Freelance Translator
Nov. 2016 - Jan. 2023SofiaOfficial Italian translator and proof reader .
ConvergysExchange Italian Engineer Microsoft Office 365 Cloud Support
Sep. 2015 - Aug. 2017SofiaTroubleshooting Office365 and Active Directory synchronization with Office365.
Supporting Office 365 customers, troubleshooting and determining the cause of the issue, preparing and applying of technical solutions under strict requirements.Technical issues related to all Microsoft Office 365 Cloud Services |Exchange Online, Dispatcher for the Generalist Phone Pod queue and Turkish Pod queue Exchange Online
Office 365 Pro Plus (installation and activation).
Cheetah MobileFreelance Translator
Jul. 2015 - Jan. 2020SofiaCheetah Mobile- Android. Official Italian Quality reviewer, proof reader and translator for Cm Security, Clean Master, Cm locker,Cm Backup, Cm Launcher, Cm Launcher, Cm Swipe, Cm Browser.
My SelfReseller
Feb. 2012 - Aug. 2017WorldSales about casual style wearing
My SelfSenior Sales Professional
Jan. 2012 - Aug. 2017
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