Experience

Global IT Center

• India
• Consumer Services
• 1 - 100 Employee

• Business Analyst

  • Jul 2020 - Present

• CRM Support Specialist

  • Mar 2020 - Jul 2020



PubGalaxy

• Bulgaria
• Technology, Information and Internet
• 1 - 100 Employee

• Business Intelligence Analyst

  • Apr 2019 - Mar 2020

  Main responsibilities:- Retrieves data, creates and submits different types of reports according to the needs of different business units.- Prioritizes requests for reports according to the organization's goals.- Identifies and analyzes trends in the industry that are relevant to the business strategies.- Presents in a synthesized way business data and various industry trends with recommendations for actions.- Creates and maintains tools, databases, dashboards, systems or methods for retrieving business information.- Creates a strategy for regular reporting.- Represents the company at various events in Bulgaria or around the world - such as exhibitions, seminars, business meetings.Personal Skills:- Plan, organize and control day to day work;- Work effectively with colleagues;- Present ideas to the management (verbally and in writing);- Analyze information, synthesize it and present results;- Put ideas into practice;- Objectivity of judgment;- Persuasiveness in discussions and ability to listen;- Dedication and ability to work well under pressure;- Striving for success and desire to develop personal potential. Show less

• Account Manager

  • Dec 2017 - Mar 2019

  Main responsibilities:- Operating as the lead point of contact for any kind of assistance needed from a portfolio of customers. - Building and maintaining long-lasting business relationships between the customers and PubGalaxy.- Ensuring the timely and successful execution of our services according to customers' requirements.- Formal English communication with customers via Skype/ e-mail/ phone.- Forecasting and tracking key trends in the dynamic environment of online advertising.- Identifying and growing opportunities while working with publishers from all around the world.- Collaborate with Sales/ Yield/ AdOps Departments in order to provide a service with the highest possible quality.- Preparing reports.- Attending weekly meetings.- Working in a dynamic environment with often changes in the work procedures. Show less



Sitel

• Australia
• Telecommunications
• 200 - 300 Employee

• Team Manager

  • Aug 2016 - Dec 2017

  ○ Experienced in crisis management and disaster recovery planning and protocols.○ Experienced in resource allocation in the call center environment, in a way so all of the followed metrics and targets are reached.○ Leading and developing Customer Service Advisor teams.○ Coaching CSA’s to deliver First Contact Resolution.○ Ensuring teams service delivery is in line with expected NPS/CSAT/Quality targets.○ Building and embedding strategies to improve customer/partner experience NPS/CSAT.○ Identifying breakage points and technical improvements, implementing solutions to improve customer experience, FCR and contact reduction.○ Managing team adherence and conducting disciplinary meetings in line with company policies.○ Managing teams Real Time Adherence to ensure delivery of service level agreements.○ Providing/conducting feedback, training and monthly reviews with all CSA’s.○ Recognizing and celebrating team and team member accomplishments. Show less

• Customer Care Representative

  • Oct 2015 - Aug 2016