Responsible for the entire KABAM operation in regards of financial fulfillment and KPIs achievement. Spearheading a team of 40 game champions, who process back office transactions related to Gameplay, Tech, Accounts security, chargeback processing, risk management, compliance, payments made with in-game/real currency.Developed campaigns in different locations from Training, Knowledge upskill, implementation and operation perspective for all channels. Some of the primary administrative tasks include Profit and Loss analysis, budget construction, client invoicing, attrition control and Statement of Work fulfillment. In addition, executing performance and growth action plans for all direct reports, as well as designing strategies guided to improve KPIs delivery. Perform regular (weekly, monthly and quarterly) reviews and ongoing communication with all stakeholders. Having a client facing role - creating joint action plans between all sites to ensure success from a vendor perspective.

Actively facilitated the launch and training of 2 new campaigns for industry-leading gaming studios - Netmarble and KABAM in Sutherland Sofia. Coordinating multiple teams within the vertical and ensured project successful transition and stable performance. Led a team of 15 FTEs, always making sure the main KPIs of each consultant are met. Responsible for the overall development of every agent. Worked on team’s motivation and continuous improvement. Experience in WFM, creating schedules, executing action plans, extracting/analyzing raw data directly from the various CRMs, applying incentive models. Creating presentations for Weekly/Monthly Business Reviews. Closing Payroll and Invoice preparation.

Created and revised sales training materials and documents to equip staff with fundamental skills, knowledge and expertise. Operations oriented - prepared and analyzed daily, weekly and monthly reports on team’s performance, main KPIs results and reported them to executive management.

Part of the first Sales team within the Google campaign from its beginning, assisted new buyers with their account setup. Establishing close connection, building positive relationship, ensuring retention, quality and CSAT. Supporting Enterprise customers by phone and email, providing technical and customer assistance. Deeply researching, troubleshooting and resolving reported outages and payments issues. Constantly overachieved productivity and sales related metrics (Conversion Rate, Upselling Success Rate).