Katya Doncheva Email & Phone Number

Sofia City, Bulgaria

As a Senior Manager Operations I am responsible for 650+ employees leading a team of operations managers and business analysts, delivering exceptional customer experience for 8 different clients. Leading the development, delivery and implementation of processes, policies and practices within the accounts. Providing leadership and guidance, and in charge of driving the accounts to meet the quarterly and yearly margin targets, managing seven digit budget monthly. Point of contact for the relationship with the client senior management and take ownership for he company relationship with the client and customer satisfaction.Working with all levels of center management to drive business objectives and strategy.Solving emerging problems/issues and providing solutions to issues requiring in-depth understanding of highly technical/client relationship.

Sofia, Sofia City, Bulgaria

For the past four years I have acted as a Culture ambassador for our Sofia office and EMEA locations, delivering training and workshops to popularize the company values. Corporate culture encompasses values and behaviors that contribute to the unique social and psychological environment of our business. It has been an important part of recent acquisitions, as well as a tool that drives improvements across the entire organization and the services we provide to our customers.Helping colleagues on manager positions adopt the company values and apply those in all of their daily activities has led to great improvement in their personal and team results.As a people manager one of the most important responsibilities I have is to keep people engaged and ensure that everything we do is aligned with our company values. Based on employee feedback I have built and executed effective yearly action plans for the accounts I manage, that have improved NPS score with over 20% with participation exceeding 95%. As part of the Employee Engagement team I have taken active part in plan creation to address provided by the employees in the center feedback in the areas of Management Support, Resources & Tools, Recognition & Benefits, Communication. The actions helped improve awareness of company activities, development program popularization, standardization of recognition & praise program across all accounts and levels in the center. Actions success has been tracked, analyzed and reported on higher management to ensure effectiveness of the plan.All activities have been aligned to the needs of the Global and diverse Concentrix team with communication style and approach that would reach any employee.

Sofia

As a delivery lead I am responsible for 250+ employees with a management team of more than 15. Leading the development, delivery and implementation of processes, policies and practices within the department. Providing leadership and guidance, and in charge of driving the teams to meet the quarterly and yearly margin targets. Point of contact for the relationship with the client senior management and take ownership for he company relationship with the client and customer satisfaction.Working with all levels of center management to drive business objectives and strategy.Solving emerging problems/issues and providing solutions to issues requiring in-depth understanding of highly technical/client relationship.

Sofia, Bulgaria

Managing teams of B2B Inside Sales Account Managers, covering Italy, Belgium and The Netherlands.Ensures and is responsible that the managed teams meet the established performance criteria, create long-lasting relationships with current and potential clients, effectively manage their pipeline and maximize outcome from un-managed list of accounts to convert to a sale, professional and effective in any interaction.Actively working with subsidiary teams to improve overall results, ensures best alignment on client strategy for the market, responsible that the team is well aware of all and new products and services, are trained and knowledgeable to perform their tasks. Ensuring the teams are building on lasting relationship and collaborate with client distributors, resellers and business end-customers.Data analysis, building action plans based on analysis findings to improve results.In close collaboration with client Product Owners, Sales managers and PMs Reporting and responsible for teams results to higher management and client Finance - managing the teams with the direct responsibility for the overall profitability of the project Admin responsibilities – schedule, business controls, feedback and coaching, recruitment and interviewing

Sofia

Ensures and is responsible that the managed teams meet the established performance criteria, create long-lasting relationships with current and potential clients, effectively manage their pipeline and maximize outcome from marketing created data to convert to a sale, professional and effective in any interaction Closely works with client marketing and sales teams in the supported countries to help improve the quality of the provided data; provide effective follow up for optimal profitability, innovation proposals, running pilots before new approach is implemented with other client vendors – team activity in social media, active ambassadors supporting marketing message and promotion, team actively informing customers on new promotions and products, taking part in client organized events and meeting customers, warm handover of leads to sales Finance – invoice drafting and submission, client billing, billing forecasting and maximizing billing through quarterly strategy and negotiated budget with the client Reporting and responsible for teams results to higher management and clientNegotiating quarterly targets in line with forecast data availability, data quality, and sales activityAdmin responsibilities – schedule, business controls, feedback and coaching, recruitment and interviewingAs a temporary replacement was also responsible for transition and change management of the global Cisco account.Worked with process teams and CNX Global Process owners/SMEs from other vendors to define business rules for automation as required; performed Quality Assurance for new to be process designs as required.Tracking and Reporting defects to Cisco & CNX leadership teams. Manage the transition from UAT to post normalization and agreed efficiency gains. Presents and negotiates with Cisco on efficiency gains.Draft and raise CAFs (Contract Amendment Forms) for any commercial changesTracks and reports to Global account team benefits realized and planned.

Sofia

Managing a Presales Team, personally responsible for the team results in terms of monetary and quality targets being metData assignment, prioritization, penetration and follow up, managing campaign follow up by the team Directly reporting to country marketing and sales on the quality of the provided data and outcome in terms of created opportunities Reporting and analysis to best align the team approach to maximize profitability – daily, weekly, monthly reporting and quarterly results review with the clientClose collaboration with client marketing teams for future and existing campaigns optimization Directly reporting to sales on expected pipeline and created opportunities Admin responsibilities – schedule, business controls, feedback and coaching, recruitments and interviewing

Ensures and is responsible that the team meets the established performance criteria and that contacts are handled effectively for quality, productivity and customer satisfaction.Perform various administrative tasks, assist in setting and achieving operational objectives, tracks, and reports service performance.Ensures and is responsible that agreed service strategies are implemented within the team and ensure the highest level of customer satisfaction.Provides day-to-day guidance to team members and share both responsibility and accountability in the achievement of organizational goals.Monitors and recommends/implements ways to improve customer satisfaction, service strategies and operational guidelinesPrepare data analysis and present team results to Escalation Managers. Communicating on daily bases with Cisco Escalation Managers to coordinate and deliver results for the customer.Support/ motivate agents to grow in their daily work by monitoring their performance and advising on correct actions to ensure maximum customer satisfaction. Participate in coaching session to help the agent reach their daily targets.Provide feedback to team members on their performance and arias for improvement.Support HR and Recruitment team in the hiring process.

High level of CRM (Sales Force) reporting skills; report creation, data analysis in Excel. Monitor agent’s daily performance, report team metrics. Provide reporting training for other Cisco Vendors.Prepare data analysis and present team results to Escalation Managers on weekly bases. Communicating on daily bases with Cisco Escalation Managers to coordinate and deliver results for the customer.Work with new starters to ensure they meet the requirements for knowledge level, quality and productivity for the production environment. New starters training sessions.Process improvement suggestions aligned with SME. Coordinate with SME team to improve team performance.Support/ motivate agents to grow in their daily work by monitoring their performance and advising on correct actions to ensure maximum customer satisfaction. Participate in coaching session to help the agent reach their daily targets.Provide feedback to team members on their performance and arias for improvement.Administrative/HR tasks- schedule, sick notes

Partner support, case and call handling, Help customers with all Order Modification Issues, mainly escalations/Dealing with cases prioritized by Service Delivery Escalation Mangers. Escalations Team member, dealing with complex and time consuming issues. Taking care of the customer satisfaction and provide a high level of service.Providing coaching sessions to other agents to improve their performance. New starters training sessions.Prepare and run reports to track the daily metrics for the team and take actions towards improvement of the numbers by helping other agents improve their productivity.

Account manager for small and medium business partners. Advise on best solutions for particular projects, quote, inform partners on promotions and new products. Coordinate between partner and support teams. Build strong relationship with the partners. Make own plan for follow-up on commitments.Pipeline management, daily contacts with leads to convert to opportunities, report forecast on expected deal closure. Meet daily target for quality and number of made calls as well as sales target in revenue.Maintain good relationship with all clients and ensure support is provided whenever need after the sale- retrospective meetings with decision makers.

Medical Cybernetics

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