Iskren Ivanov Email & Phone Number

United Kingdom

Manchester Area, United Kingdom

-Led the implementation of a new Third-Party process to address legal and compliance issues surrounding deceased customer accounts. This project successfully identified and closed a critical gap in our existing processes, resulting in a 10% reduction in handling time and a 50% decrease in customer complaints. The process was so well-received that it became a standardised framework for the organization. -Implemented operational readiness plans following a new insurer onboarding, ensuring… Show more -Led the implementation of a new Third-Party process to address legal and compliance issues surrounding deceased customer accounts. This project successfully identified and closed a critical gap in our existing processes, resulting in a 10% reduction in handling time and a 50% decrease in customer complaints. The process was so well-received that it became a standardised framework for the organization. -Implemented operational readiness plans following a new insurer onboarding, ensuring smooth delivery of the Ageas onboarding project within a tight deadline of 7 weeks while ensuring the all the 35,000 impacted customers are not left without cover. Conducted post-delivery analysis and provided actionable recommendations for future improvements, leveraging my expertise in project management methodologies and best practices. -Led the implementation of the streamlining of the broker onboarding process, resulting in a 15% reduction in processing time and a 10% increase in customer satisfaction on web chat. Utilised Lean 6 Sigma & Agile methodologies to manage the project, ensuring efficient collaboration and timely delivery. -Led the creation of the company's ‘Knowledge Hub’ platform, a central repository for business processes, procedures, FAQs and other materials, resulting in a 5% uplift in quality for agents and a reduction in general queries by 30%. Show less

Manchester, England, United Kingdom

-Led the successful implementation of a phased return-to-office strategy, aligning with the "New Ways of Working" framework. This involved ensuring every team had the necessary workspace, hardware, and software, while adhering to government COVID-19 regulations. The plan was well-received by stakeholders and seamlessly integrated across the business. -Led the successful refresh of Commercial Customer documentation, enhancing layout and wording to align with the wider business branding… Show more -Led the successful implementation of a phased return-to-office strategy, aligning with the "New Ways of Working" framework. This involved ensuring every team had the necessary workspace, hardware, and software, while adhering to government COVID-19 regulations. The plan was well-received by stakeholders and seamlessly integrated across the business. -Led the successful refresh of Commercial Customer documentation, enhancing layout and wording to align with the wider business branding. This resulted in improved document visibility and readability, leading to a 20% reduction in customer document queries. -Successfully planned, executed and facilitated a range of corporate events, including senior management gatherings, charity events, and colleague incentives, engaging over 500 colleagues across all business areas. Events consistently adhered to budget parameters. -Led the Operations communications channel, gathering information from diverse stakeholders to create engaging internal communications. Content was tailored for specific audiences and distributed effectively across appropriate channels, ensuring clear, accurate and timely information flow. Show less

Manchester, England, United Kingdom

*Draft spreadsheets with the team’s figures and statistics, and analyse the data to increase overall performance*Coaching and providing the necessary support to the team, resulting in good customer outcomes across the board*Carry out team meeting and briefings to the team regarding the latest company and process changes*Perform administrative duties, ensuring prompt and accurate completion of all relevant date administration within agreed service strands*Liaising and developing… Show more *Draft spreadsheets with the team’s figures and statistics, and analyse the data to increase overall performance*Coaching and providing the necessary support to the team, resulting in good customer outcomes across the board*Carry out team meeting and briefings to the team regarding the latest company and process changes*Perform administrative duties, ensuring prompt and accurate completion of all relevant date administration within agreed service strands*Liaising and developing a rapport with customers to provide outstanding customer service Show less

Manchester, United Kingdom

-Led the successful deliver of a Kickstarter project and helped the project sponsor raise £32,263 (7.5% over target). Planned, monitored and controlled the project using agile frameworks to deliver on time and within budget successfully. -Managed multiple projects simultaneously, ensuring timely delivery and adherence to client briefs and budgets. This included coordinating with various stakeholders, including clients, suppliers, and freelancers, to ensure smooth project execution… Show more -Led the successful deliver of a Kickstarter project and helped the project sponsor raise £32,263 (7.5% over target). Planned, monitored and controlled the project using agile frameworks to deliver on time and within budget successfully. -Managed multiple projects simultaneously, ensuring timely delivery and adherence to client briefs and budgets. This included coordinating with various stakeholders, including clients, suppliers, and freelancers, to ensure smooth project execution, resulting in increasing efficiency of 15% and increased customer satisfaction. Show less

Manchester Area, United Kingdom

*Adhere to company policies and practices and operates according to company guidelines and best practice*Continuously invested in learning and developing new skills and product knowledge*Communication with company clients and actively helping them with managing their accounts*Taking part in pilot testing to ensure new software and processes are fit for purpose

Bradford, United Kingdom

My main duties and responsibilities at F-Sharp Media were designing 3D adverts and promotion videos for clients. I was responsible for concepting and sketching ideas, taking the successful ones to production and completion, as well as planning and organising each project I worked on.

Graphics For Games, Art/Art Studies, General

I was learning how to produce art for video games and animations, using a variety of different software like Maya, 3DS Max, Unreal Engine.

High School, System Programing

Activities and Societies: Basketball, Drawing I was learning how to use software and programming languages like C++ and Java.