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Network Power<100 people
Roles
✨50%
Business Owner
💸33%
Marketing
✔️16%
IT
Geos
🇧🇬33%
Bulgaria
🇮🇳33%
India
🇨🇱16%
Chile
Work Background
tbi bankPlatform Owner - Customer Communication & GenAI Platforms
Jan. 2024Bulgaria, SofiaAs Platform Owner – Customer Communication & GenAI Platforms at tbi bank, I’m responsible for leading the technical developments of our Customer Experience Centers and optimizing the digital customer interaction ecosystem across Bulgaria, Romania, and Greece. My focus is on aligning innovative technologies with business goals to deliver seamless, efficient, and high-impact customer experiences.
I oversee and continuously evolve platforms such as Zendesk, VCC Live, and a suite of AI-powered solutions. A core focus of my work is driving innovation through AI, including:
• Designing and scaling AI sales voicebots in all operating markets (Bulgaria, Romania and Greece) to support outbound engagement and improve conversion performance.
• Leading the rollout of an AI-powered quality assurance platform within our Customer Experience Centers, enhancing consistency, compliance, and agent development.
• Deploying an AI QA automation tool in the Soft Collections departments across BG, RO, and GR — significantly improving efficiency, accuracy, and transparency.
As the Zendesk Platform Owner, I manage its full deployment and evolution across all three markets, ensuring features are used to their full potential to increase agent productivity, customer satisfaction, and service quality.
Operating from within the Tech department, my role requires close cross-functional collaboration with different teams such as Customer Experience, Customer Lifecycle Solutions, Finance, Collection, Product and Tech teams. I lead all CX-related initiatives, driving digital transformation, automation, and long-term platform excellence across the organization.
My responsibilities span from platform strategy and implementation, to vendor management, data-driven optimization, and compliance oversight - always with a focus on delivering measurable business impact.
tbi bankManager, Online Customer Experience and Conversion
Jan. 2021 - Dec. 2023Bulgaria, Sofia* 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.
4financeCustomer Care and Telemarketing Department Manager
Jul. 2015 - Oct. 2025Bulgaria, 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).
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
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.
Studio ModernaInbound Agent
Sep. 2009 - Dec. 2010Bulgaria, Sofia
Studio ModernaTelemarketing Agent
Jul. 2009 - Sep. 2009Bulgaria, Sofia
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