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Work Background
AkkodisOperations Delivery Manager
Jun. 2023Sofia, Sofia City, Bulgaria• Supporting all activities for a major GIS mapping project • Collaboration between all stakeholders • Daily, weekly reporting • Monitoring SharePoint files/tools accuracy and implementation of all needed changes and updates • Project Service Desk management • Monitoring of payment process - Payhawk payments management, PNL monitoring • Fines management • Project Data analyses and reporting • Vendor relations management - meetings, invoicing and communication
ModisOperations Delivery Manager
Oct. 2021 - Jun. 2023Sofia City, Bulgaria• Supporting all activities for a major GIS mapping project • Collaboration between all stakeholders • Daily, weekly reporting • Monitoring SharePoint files/tools accuracy and implementation of all needed changes and updates • Project Service Desk management • Monitoring of payment process - Payhawk payments management, PNL monitoring • Fines management • Project Data analyses and reporting • Vendor relations management - meetings, invoicing and communication
ModisRegional Coordinator
Mar. 2021 - Oct. 2021Sofia City, Bulgaria• Hiring, managing, monitoring and supporting all field operations and logistics for a dedicated fleet of a major, multi-national GIS mapping project • Ensure compliance with industry regulations and company policies across all operations • Maintains strong relationships with clients, vendors and stakeholders • Provide regular reports to Program manager for the purpose of Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs)
ModisFleet Manager
Jul. 2020 - Feb. 2021• Train and lead a team of dedicated Camp Coordinators, Operators and Drivers across countries and supervise them in accordance with strategy, client requirements and local offices delivery capabilities • Acting as the point of contact to Camp Coordinators, Operators and Drivers and regional offices • Team performance and continuous service improvement • Identify and resolve operational and performance issues on an ongoing basis, and report ongoing progress to the Program Manager • Monitoring recruitment and hiring for the program in assigned regions Reporting and Compliance • Providing regular reports to Program Manager for the purpose of Business Reviews • Ensuring the teams adhere to all applicable compliance processes and policies across regions including but not limited to hiring, training and working with Client data.
AloricaTeam Lead Manager
Feb. 2019 - Jun. 2020Sofia, Sofia City Province, Bulgaria• Staff development, mentoring • Daily progress reporting • Quality assurance/process improvement • SLA management/ Ensuring KPI’s are met • Client Management/ Customer Experience
BorealisTeam Manager
Sep. 2015 - Jan. 2019Bulgaria• Manages the Order to Cash process for all deliveries to customers in the defined area • Team Management- set goals, ensure flawlessness of the processes and procedures, Analyse and balance workload, performance reviews, recruitment and etc. • assure that the agreed internal and external customer service levels and KPI targets are delivered • assure Customer Excellence on all levels • Participate in cross-functional projects and Supply Chain projects to improve performance, OTC process, procedures and tools • Analyses, meetings and reporting- team members and steak holders • Managing own Customer portfolio • Daily work with SAP and Transporeon
Sitel BulgariaTeam Manager
Jan. 2010 - Sep. 2015- Managing team of average 20 people- daily performance; one to one meetings; ad-hoc discussions; facility issues; team meetings; performance and development; - Monthly and quarterly evaluation plans- agents performance - Reporting and business analyzing - project reports- Key Performance Indicators and data from quality analyses; team reports; weekly and monthly comments about Team performance; preparations of QBR - Training- tool training for new agents - Calls and quality calibration sessions with the Client - Resolving ad-hoc issues – team and project (exp. covering appropriate staffing planning, assigning agents correctly, queue monitoring and overall agent efficiency follow-up) - Complaint department managing- coaching, support and issue management - Social Media Community Manager responsibilities - Quality Monitoring- daily work; surveys from Customers - Motivation and appraisal programs - Creation and Implementation of processes for team performance and workflow improvements *Supported channels- email, voice, Social Media, Complaint Department. *Supported countries- Poland, Czech Republic, Hungary, Romania, Greece, Slovakia, Turkey
Sitel BulgariaAdvanced Technical advisor
Oct. 2008 - Dec. 2009Providing customer service and usability/ technical support to Nokia customers. Promoting a positive corporate image of Nokia by demonstrating appropriate conduct, high quality, professionalism and positive attitude in all interaction with customer.
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