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Work Background
Customer Care and Telemarketing Department Manager
4financeCustomer Care and Telemarketing Department Manager
Jul. 2015Bulgaria, Sofia• Managing Bulgaria Customer Care Department (Inbound, Telemarketing and Offline Sales Support). • Determines operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, productivity, quality and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. • Maintains and improves the operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. • Meeting sales and expense budgets and KPIs; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. • Setting and implementing Customer Communication Strategy and organizing the CRM process – Transactional communications and targeted sales campaigns by using the following communication channels: Emails, SMS & Telemarketing. • Providing leadership, development and coaching of Team Leaders and Agents. • Ensuring that customer service & quality standards meet the targets on customer satisfaction. • Constantly look for and develop new approaches to increase CSAT, CES, NPS and sales (i.e.: e-mail marketing, targeted sales campaigns, reminding services, Self-Service functionalities).
Manager, Online Customer Experience and Conversion
tbi bankManager, Online Customer Experience and Conversion
Jan. 2021Sofia, Bulgaria* Deliver great end-to-end customer experience across all stages, channels and touchpoints in the customer journey. * Liaise with directors or heads of other teams such as Customer Care, Marketing, Product Development, IT to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy. * Gain in depth understanding of customer experience, identify and fill product gaps and generate new ideas that improve customer experience and drive growth. * Creating detailed business analysis, risks, and benefits of the current and proposed solution, emphasizing on business impact. * Follow up on the implementation of the feature; UATs, and also organize UATs with other operational users. * Constantly look for and develop new approaches to increase customer satisfaction and conversion (i.e.: targeted Viber/ SMS/ Email campaigns, Self-Service functionalities, etc.). * Improve the product with new digital functionalities and features. * Follow and monitor Cash Online KPIs. Propose actions to improve the performance indicators related to sales, customer satisfaction, UX, conversion rates, profitability, etc. * Develop and implement an overarching customer communication strategy (emails, SMS, calls). * Processing improvements, monitoring, discovering issues/problems aiming to deliver better value to the customer. * Support Call Center team and Product team with the different issues from the production environment, defining various reporting requirements.
Training & Development Specialist (Trainer)
Studio ModernaTraining & Development Specialist (Trainer)
Feb. 2011 - May. 2015Bulgaria, Sofia• Responsible for the recruitment, training and coaching of new call center agents (Inbound and Telemarketing) • Managing a team of up to 15 newcomers • Coaching and evaluating the assigned team members • Reporting and monitoring on team’s performance towards KPIs • Preparing training materials and sales presentations • Responsible for Call Center Attrition rate% and newcomers' results • Cooperating with CMC Manager, Telemarketing Manager and all CMC Supervisors • Identify and solve problems
Internet Team Mentor
Studio ModernaInternet Team Mentor
Dec. 2010 - Feb. 2011Bulgaria, SofiaWorking as an Internet Team Mentor I was responsible for small team of 4 Internet agents who were handling orders made on the Internet. My duties were to train and monitor their performance, including the way of communication with the customers, the quality of service, product knowledge and cross-selling.
Inbound Agent
Studio ModernaInbound Agent
Sep. 2009 - Dec. 2010Bulgaria, Sofia
Telemarketing Agent
Studio ModernaTelemarketing Agent
Jul. 2009 - Sep. 2009Bulgaria, Sofia


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