Years of experience: 15

Product DevelopmentCustomer ExperienceZendesk Suite SMEDigital LendingSalesFintech

Trust Score

Highly reliable; strong professional involvement.

70%
Ivaylo's Career Path
Manager, Online Customer Experience and ConversionJan. 2021 -
Present
tbi bankManager, Online Customer Experience and Conversion
Sofia, 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 unders...
Customer Care and Telemarketing Department ManagerJul. 2015 -
Present
4financeCustomer Care and Telemarketing Department Manager
Bulgaria, 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 ...
Training & Development Specialist (Trainer)Mar. 2011 -
May. 2015
Studio ModernaTraining & Development Specialist (Trainer)
Bulgaria, 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 • Coop...

Ivaylo's Posts

  • How I can help you

    Unlock the full potential of your customer service channels with my assistance. Through setting up your Zendesk account, I'll help you serve your clientele via chat, emails, social media, and even chat bots, creating a seamless experience for both your team and your customers.

  • Experience & Cases

    With over 8 years of experience as a Customer Care and Telemarketing Manager at 4finance, I've improved NPS from 50% to 78% in just 3 years and boosted direct sales from €20K to €0.5M monthly. Let me bring that level of success to your business.

  • People I am looking for

    Whether you're a small business owner or a budding startup, my services are perfect for you. Don't hesitate to reach out and let's elevate your customer service together.

  • How to contact

    If you're interested, please fill the form. P.S. If you know a right person, please make an intro or share with him/her the link to this page.

Responded by 1 people
0