Iliya Ivanov Email & Phone Number

Sofia, Bg

Sofia, Bg

Sofia, Bulgaria

Since assuming the role of Escalations Team Lead I have:- Built the Escalations team from the ground up, establishing all operational processes and reporting procedures.- Led the recruitment process to hire a team of highly skilled professionals, ensuring top-tier talent acquisition.- Personally managed all complex escalations during the initial months, filling the gap before the team was fully operational.- Developed an expansive network of work relationships within the… Show more Since assuming the role of Escalations Team Lead I have:- Built the Escalations team from the ground up, establishing all operational processes and reporting procedures.- Led the recruitment process to hire a team of highly skilled professionals, ensuring top-tier talent acquisition.- Personally managed all complex escalations during the initial months, filling the gap before the team was fully operational.- Developed an expansive network of work relationships within the organization, facilitating collaboration on high-profile escalations.- Handled some of the most challenging escalation cases, demonstrating problem-solving skills.- Actively gathered and relayed feedback on Tide's products and services, contributing to continuous improvement.- Guided the team in consistently exceeding all KPIs.Main Responsibilities:- Manage a multicultural team of highly-skilled professionals, fostering an environment of excellence, continuous learning and improvement.- Address some of the most complex cases, including escalations from the Executive team, ensuring customer satisfaction and retention.- Collaborate and coordinate effectively with teams and departments at various levels across the organization, enhancing operational efficiency.- Analyze escalation data and conduct root cause analysis to identify trends, prevent recurrence, and improve customer experience.- Provide feedback to various teams within the company, influencing product development and service improvement.- Work on improving existing processes and procedures at various levels, leading to streamlined operations and increased efficiency.- Serve as the point of contact in difficult scenarios, demonstrating resilience and the ability to navigate challenges effectively.- Facilitate trainings and workshops for other teams, helping them grow by sharing the Escalation team's good practices and know-how.- Participate in the hiring process of new Tideans. Show less

Sofia, Bulgaria

Main Responsibilities:- Lead a multicultural team of member support representatives, fostering an inclusive and productive work environment.- Ensure all Key Performance Indicators and Service Level Agreements are met and exceeded, maintaining high standards of service delivery.- Coach and mentor direct reports to help them grow, achieve, and exceed their performance targets, contributing to their professional development.- Aid direct reports with their goals and growth… Show more Main Responsibilities:- Lead a multicultural team of member support representatives, fostering an inclusive and productive work environment.- Ensure all Key Performance Indicators and Service Level Agreements are met and exceeded, maintaining high standards of service delivery.- Coach and mentor direct reports to help them grow, achieve, and exceed their performance targets, contributing to their professional development.- Aid direct reports with their goals and growth aspirations within the organization, providing guidance and support for career advancement.- Serve as the primary point of contact for all member support questions from associates, ensuring effective communication and problem resolution.- Participate in the hiring and onboarding of new Tideans, playing a key role in expanding the team with qualified and talented individuals.- Ensure proper staffing through meticulous attendance tracking, managing schedules to maintain optimal service levels.- Guarantee that the associates adhere to all relevant industry regulations and internal rules, promoting compliance and ethical conduct.- Review existing processes and procedures, suggesting improvements to enhance efficiency, effectiveness, and customer satisfaction. Show less

Sofia, Bulgaria

Responsible for managing the day-to-day operations of multiple Customer Support teams with the aim of ensuring a high-level of service and customer satisfaction.Main Responsibilities:- Ensuring adequate staffing, based on the available resources and workload- Participating in the preparation of monthly schedules by providing advice and feedback- Reviewing employee attendance and proactively monitoring for behavior issues - Maintaining a high-level of customer service… Show more Responsible for managing the day-to-day operations of multiple Customer Support teams with the aim of ensuring a high-level of service and customer satisfaction.Main Responsibilities:- Ensuring adequate staffing, based on the available resources and workload- Participating in the preparation of monthly schedules by providing advice and feedback- Reviewing employee attendance and proactively monitoring for behavior issues - Maintaining a high-level of customer service by closely monitoring for adherence to the relevant KPIs- Distributing regular tasks and delegating additional responsibilities- Actively coordinating the workload of all team members- Analyzing key metrics and preparing shift and weekly-based reports- Working on improving existing reports and procedures- Serving as the first point of contact for any work-related issues, experienced by the Customer Support team- Helping to resolve problems, directly tied to the work of team members- Organizing and holding team meetings with varying objectives- Ensuring all teams members are kept up-to-date with the latest important news and updates- Actively participating in the customer complaints resolution process- Providing training to team members, when necessary, and proactively monitoring for deficiencies in the agents' process knowledge- Maintaining close contact and coordinating with other departments in order to meet relevant KPIs and ensure compliance with regulations and internal procedures- Analyzing existing internal procedures and suggesting ways for their improvement Show less

Sofia, Bulgaria

Responsibilities:- Assisting Team Leaders with the monthly Quality Assurance repots- Reviewing team members' handled cases and assessing their quality- Providing training to new employees- Analyzing existing internal procedures and suggesting ways for their improvement- Monitoring the work process and reporting any problems to the Team Leaders and Management- Reporting any technical or other work-related issues to the relevant departments in a timely manner-… Show more Responsibilities:- Assisting Team Leaders with the monthly Quality Assurance repots- Reviewing team members' handled cases and assessing their quality- Providing training to new employees- Analyzing existing internal procedures and suggesting ways for their improvement- Monitoring the work process and reporting any problems to the Team Leaders and Management- Reporting any technical or other work-related issues to the relevant departments in a timely manner- Actively participating in the complaints resolution process Show less

Sofia, Bulgaria

- onboarding and coaching new joiners- assisting the Team Leads with operational tasks - assisting the customer service representatives with complex cases

Sofia, Bulgaria

Responsible for gathering and analyzing the latest political polling numbers for the Republic of Bulgaria.

Master Of Business Administration - Mba

Bachelor Of Arts - Ba, International Business Administration

Master'S Degree - Business Administration

Bachelor'S Degree, International Business & Management

Hbo-Propedeuse, International Business Administration Studies

High School Diploma, Mathematics And Natural Sciences