Gergana Peneva Email & Phone Number

Austria

Sofia, Sofia City, Bulgaria

• Developed and launched Signals, the AI evaluation module of StrategyAI.
• Redesigned notifications achieving 100% increase in related user engagement.
• Implemented diverse features including AI-based suggestions and accessibility.
• Strong analytical and data-driven approach, managing agile teams, communication with clients and other stakeholders.

• Startup building B2B SaaS solution for video content management and democratising video usage as a communication tool in corporate environment
• Driving product roadmap and strategic alignment.
• Shaping the MVP, requirements definition, coordinating the engineering teams.
• Implemented scrum and other processes (feedback loop).

Sofia

• Driven the product development of a multi-million cross-divisional initiative for e-commerse platform offering lower-cost aviation parts.
• Overcame and successfully coordinated the challenging legal and tax setup along with the overall business model.
• Acts as liaison between business, sales and IT teams to refine the product based on market demand.

Sofia

• E-commerce and digital presence for 10+ clients initiatives.
• Acted as the link between the client and the technical team implementing development, design and testing.
• Led product development for a blockchain-based initiative.

Sofia

Sofia, Bulgaria

Milan Area, Italy

• Developed the standards and set up the team for listening to the customer initiatives in the group.
• Helped unify and elevate customer orientation of the banks in the countries of presence (Central and Eastern Europe).

Sofia, Bulgaria

• Managed the successful implementation of special projects incl. "International Center" - overall concept (the business model for the acquisition of new international customers).

Bulgaria

• Responsible for:
• Measurement and reporting of the service quality, customer satisfaction (internal and external) and other surveys of internal and external clients of the Bank.
• Analysis of internal business indications and their link to survey results. Identification of key performance indicators and giving inputs for the development of the service model.
• Preparation of relevant feedback to business units and other bank structures of the Bank on conducted surveys as well as organization of research upon request according to the business needs. Submission of reports for.
• Analysis, development and implementation of initiatives, measures, trainings, standards, etc. for fostering corporate culture of customer focus and centricity.
• Utilizing the insights from external and internal Customer Satisfaction, Mystery Shopping, Business Intelligence, etc. to drive innovation and support mid-and long-term managerial decisions and business model.

Milan Area, Italy

• Customer Satisfaction Management DepartmentResponsible for:
• Spreading the culture of customer centricity troughout the organization via electronic channels, life meetings and presentations
• Coordination of UniCredit Group project for the companies in Bulgaria
• Development of initiatives for improving customer satisfaction, drawing and monitoring of action plans
• Organizing customer satisfaction surveys and coordination of business intelligence projects and analysis
• Internal communication of the customer satisfaction /business sustainability initiatives

• Establishment of relationship with agencies in Western Europe
• Coordinating marketing activities

Market research

Master, Energy Economics And Management

Activities and Societies: Business Club

Bachelor, Economics

Activities and Societies: Business Club - Sofia University