Denitza Dimitrova
Chicago,IL
Summary
Dynamic leader with proven expertise in spearheading quality and compliance initiatives at Mollie Financial. Excelled in enhancing team performance and ensuring compliance standards were met. Demonstrated excellence in employee evaluation and conflict resolution, significantly improving operational standards and fostering cross-functional collaboration.
Overview
7
7
years of professional experience
Work History
Quality and Compliance Team Lead
Mollie Financial
Tampa, FL - Remote
03.2021 - Current
- Spearheaded the implementation of a comprehensive quality assurance program encompassing both onsite and offshore teams, ensuring consistency and adherence to compliance standards in the industry across all operations.
- Led a multifaceted team of quality analysts and trainers, overseeing the review process of customer experience, evaluating agent performance, and identifying areas for improvement.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
Billing Supervisor
Mollie Financial
Tampa, FL
10.2017 - 02.2021
- Routinely conducted internal audits of financial records to detect discrepancies or potential fraud risks, enabling timely intervention and issue resolution.
- Collaborated closely with the collections/account management department, fostering strong working relationships to expedite resolutions of cross-functional issues impacting revenue collection.
- Hired, managed, developed and trained staff both on site and off shore.
- Monitored customer accounts to identify and rectify billing issues.
- Improved billing accuracy by implementing systematic audits and updating SOP manuals.
Education
Master of Arts - Politics
Lancaster University
Lancaster, England12.2017
Bachelor of Science - International Affairs
Florida State University
Tallahassee, FL05.2015
Skills
- Employee Evaluation
- Trend tracking
- Team Supervision
- Analytical Thinking
- Conflict Resolution
- Documentation And Reporting
Timeline
Quality and Compliance Team Lead
Mollie Financial
03.2021 - Current
Billing Supervisor
Mollie Financial
10.2017 - 02.2021
Master of Arts - Politics
Lancaster University
Bachelor of Science - International Affairs
Florida State University