Ivan Vasilev Email & Phone Number

Bulgaria

Sofia, Sofia City, Bulgaria

• Perform daily Quality Assurance tasks and reports to ensure a stable work environment for Service Delivery Managers.• Proactively elevate technical issues with the system and/or customer driven customization requirements to achieve customer support satisfaction.• Track daily metrics and KPIs to proactively drive processes and tools optimization following the strict business requirements and service level agreements.• Prepare and lead regular training and development… Show more • Perform daily Quality Assurance tasks and reports to ensure a stable work environment for Service Delivery Managers.• Proactively elevate technical issues with the system and/or customer driven customization requirements to achieve customer support satisfaction.• Track daily metrics and KPIs to proactively drive processes and tools optimization following the strict business requirements and service level agreements.• Prepare and lead regular training and development programs for cross functional teams to ensure standardized approach and technical understanding of our employees.• Coordinates all relevant resources to prepare account review presentation to company directors. Show less

Sofia, Sofia City, Bulgaria

• Following internal processes where issues with UX are reportedand complaints are received on the basis of customerdissatisfaction.• Managing and resolving any promotion or service-related queries.• Active availability for all Operational staff during a shift with afocus on providing information, granting access, confirmingpermissions, issuing approvals for discretion limits, andengaging in areas where the need for assistance is identified.• Directly managing… Show more • Following internal processes where issues with UX are reportedand complaints are received on the basis of customerdissatisfaction.• Managing and resolving any promotion or service-related queries.• Active availability for all Operational staff during a shift with afocus on providing information, granting access, confirmingpermissions, issuing approvals for discretion limits, andengaging in areas where the need for assistance is identified.• Directly managing and monitoring high severity level incidents.• Highlighting and escalating issues identified as areas of concernwith regard to a possible negative impact on revenue.• Active quality assurance on newly introduced features, casinobenefits, and promotions.• Monitoring SLA levels, tracking of resources, and management ofinbound communication channels to ensure all targets are metin accordance with confirmed business needs.• Conducting daily shift reports to highlight KPIs benchmarks andOperational stats. Show less

Sofia, Sofia City, Bulgaria

• Report any issues spotted, regarding day-to-day activities or suchcommunicated by clients to the Shift Leader on duty, Department leaders, or other relevant parties.• Work closely with the Senior Department representatives and takepart in the buddying processes.• Provide regular feedback in terms of team organization,completion of various tasks, newcomers performing, and sharesuggestions for optimization of processes/procedures.• Monitor and ensure completion of… Show more • Report any issues spotted, regarding day-to-day activities or suchcommunicated by clients to the Shift Leader on duty, Department leaders, or other relevant parties.• Work closely with the Senior Department representatives and takepart in the buddying processes.• Provide regular feedback in terms of team organization,completion of various tasks, newcomers performing, and sharesuggestions for optimization of processes/procedures.• Monitor and ensure completion of team tasks.• Work on and support the onboarding and training processes, making sure the necessary entry-levelrequirements are met.• Work closely with the Internal Support department by being assigned to independent Shift Leaderduty.• Work with the QA specialists to ensure business expectations in terms of quality are met across theteams. Show less

Bulgaria

• Respond to customer requests and questions regarding service, products, and account information.• Answer a high volume of calls, emails, and Live Chat messages from customers, whilst maintaining arapid response rate according to agreed standards.• Liaise with other internal departments to assist in the resolution of customer queries and issues.• Provide a high level of support, whilst actively selling to new customers by understanding their needsand offering them the… Show more • Respond to customer requests and questions regarding service, products, and account information.• Answer a high volume of calls, emails, and Live Chat messages from customers, whilst maintaining arapid response rate according to agreed standards.• Liaise with other internal departments to assist in the resolution of customer queries and issues.• Provide a high level of support, whilst actively selling to new customers by understanding their needsand offering them the benefits of playing at Mansion.• Meet pre-determined productivity, quality, and SLA weekly, monthly, and quarterly targets.• Ensure Risk standards are adhered to in line with Business requirements. Show less

Worcester, United Kingdom

Removals, Storage and Delivery Service Company - estimating, price calculating, and managing the whole relocation directly with the customers.• Man and a Van Service• Office Removals.• International House Removals.• Single Item Delivery.

Bulgaria

Tour Guide, preparation of offers multimedia presentations and reservations.

Bachelor'S Degree, Political Science And Government

High School Diploma, Tourism