Experience

GATE Institute

• Bulgaria
• Research Services
• 1 - 100 Employee

• Human Resources Expert

  • Sep 2022 - Present



1-StopAsia

• United States
• Translation and Localization
• 1 - 100 Employee

• • Jan 2020 - May 2022

• • Oct 2018 - Dec 2019

• • May 2017 - Sep 2018



TTEC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• • 2015 - May 2017

   Managing team performance and progress - superb coaching and mentoring skills Leading a successful team of 80 agents - Inbound team Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching and managing to enterprise targets Analyzing the individual performance of each team member and motivating them to perform even better Enforcing all company approved policies and procedures Completing team-related paperwork Implementing new initiatives and making sure all staff understand them Ensuring a clean, safe and friendly working environment Ability to work well with all levels of the organization Ability to quickly identify problems  lmproving product quality and customer communications Making monthly schedules based on forecasted volumes Determining the duties and responsibilities of individuals in a teambehind in terms of performance Analyzing the assigned projects and distributed tasks to the members as per their area ofexpertise Offering solutions to the top management regarding project-related queries Show less

• • Feb 2015 - Aug 2015

   Training new team members - leading initial and product training to new employees Successfully implementing training programs for new hires and nesting period Up training existing employees Monitoring the performance of junior and senior staff Creating reports for the client based on different KPIs (SLA, AHT, ATT, SPC, QA and etc.) Evaluated die effectiveness of training programs and recommended improvements to upper management Alternated training methods if the expected improvements were not reached. Applied adult learning and performance expertise to assess behavioral and ability issues impacting work performance Show less

• • Nov 2013 - Jan 2015

  First level support to clients of mobile services