Ina Toteva Email & Phone Number

Bulgaria

Bulgaria

• Managing 9 Team Leaders and 70 agents in two of the biggest teams in the company's Customer Support division - the Standard and Paid Plans.
• Revamping the vision and strategy for these teams
• Restructuring and reorganizing the teams' hierarchy and process flow to secure stable results MoM
• Increase retention
• Develop career growth for internal candidates by having adequate programs for talent management and support
• Revise the current KPIs and KPI management, WFM and HC planning

• In my current role I supervise team of 40 professionals delivering customer service to the clients of the longest-operating airline in Europe. Achieved stable performance, handling transactions coming from US, Canada.
• Created and successfully implemented a Predictive Hiring Model that impacted positively the retention and the recruitment process;
• Increased the team from 12 to 40 members and the markets served – from 5 to 13, included the 2 largest and most important markets for the company;
• Ensured staff turnover is kept to the minimum in 1 year by implementing several well-received team and morale-building programs as well as a department-specific career path and employee benefits;
• Participated in a LSS Green Belt Project targeting the increase of First Contact Resolution;
• Successfully led several CSAT increase projects, improving the results from an average CSAT to exceeding the expected target;

Sofia, Bulgaria

• Managed an international team of content professionals, focused on working with different stakeholders and business partners. Achieved 100% team satisfaction, loyalty and engagement - seen on conductedmid-year and.
• Set targets on quarterly level and ensure smooth performance of the team, always reaching the High or the Extra target;
• Monitor the competition and the market trends and communicate a global vision to the team, while steering them and ensuring the team meets the SLAs and the target pace;
• Come up with projects reinforcing the local ownership of the market and apply best practices and ideas to influence the business on a cross-regional and global level;
• Ensure each team member follows a stable development trend, allowing them to progress in their careers;
• Run the entire hiring and onboarding process for the new team members;

Sofia

As an Editor at Booking.com I managed to:- Achieve 99.1% (first time in the history for these two markets) quality of the content;- Constantly overachieved the set targets, reaching the Extra;- Constantly rewarded as an Over performer on a quarterly level, based on the delivered results;- Initiate a project for improving the editing role to become more.

Sofia

Bulgaria's leading media group. Karieri.bg - the most popular and creative HR-related product on the market.- Interviews and researches on HR-related topics - employee engagement, management, best practices;- Articles and innovations, development of the website's blogs topics;

Delivering the most suitable corporate housing, Shevana.com is an innovative leading accommodations supplier.- Project planning and management;- Operations management;- Analysis, development and innovations;- Systems security;- Web content and general content management;- Portfolio expansion and consistency control;

General management of the news websites - concept & content, developments, promotion and new features.Developing of the Bulgarian section of the site - translations, writing editorials and articles about the current political, financial, social and law cases.Creating a team of contributors who'd help and support the work of the Bulgarian department, which.

Contacting clients. Preparation and print services of digital products, such as presentations and photo collages. Machine and digital processing of pictures, invitations, advertising materials.

Selection and staff training. Creating teams for different projects assigned by Municipalities or private investors.Research of the EU grant programs and preparaing the application documents, meetings and communication with the representers of the different (non)governmental organizations from Bulgaria and EU during the selection of projects process..

Staff management, hiring and training of new employees.Job recruitment programs management. Preparing reports and annual reports, including financial.Direct participation in the website development; the implementation of the new programs; working with data base.Creating translations, presentations and marketing strategy.Market research and project.

Master, Slavic Philology

Specialist, Arabic Studies And Middle East Countries’ International Relations