Elena Iskreva
Sofia,Bulgaria
Summary
Operations Manager with 14+ years of proven Leadership and Coaching experience in the BPO Sphere. I perceive myself as an achiever and result-oriented, with exceptional communication and collaboration skills.
Overview
18
18
years of professional experience
Work History
Account Run Lead
DXC Technology
Sofia
10.2022 - Current
- Responsible for the Managed Service performance against the contractual SLAs for the Ireland-based client (EduCampus).
- Responsible for personal and team development, well-being, and support in line with company values and expectations.
- Focus on innovation and automation activities in aim to reduce the manual effort, and increase the efficiency.
- Support the proper process documentation creation, and the establishment of clear guidance in line with the ITIL methodology.
- Ensure 100% compliance with all administrative and company-level mandatory assignments.
- Build trusted and smooth communication with the client.
- Manage the account delivery within the agreed budgets for the RUN services. Drive and support all reasonable actions to optimize and reduce costs, while maximizing revenues and profits.
- Responsible for proactive risk management, predictable delivery, and client satisfaction.
- Support and drive continuous service improvement.
Operations, Team Manager
TELUS International
Sofia
02.2021 - 09.2022
- Responsible for the performance, personal development, and well-being of a content moderation team of 160 multilingual front-line support agents and 9 team leaders.
- Maintain good communication and collaboration with the client through individual and group meetings, acting as the main point of contact for the Content Review Line of Business.
- Actively participating in the preparation, analysis, and delivery of WBR, QBR, and any other ad hoc service level presentations.
- Responsible for the headcount delivery.
- Responsible for the team's engagement and attrition.
- Lead by example, in constant alignment with the other responsible departments and levels of the internal structure, in line with the company's values.
Operations Manager
60K Ltd
Sofia
01.2015 - 02.2021
- Design, lead, and manage a high-performing team to deliver optimal business and customer service performance.
- Responsible for releasing the potential of the Operations Staff within a direct and indirect remit through training programs, personal development programs, and coaching techniques.
- Provide leadership by undertaking and delegating tasks, responding to staff inquiries, and providing overall direction to Operations staff under direct and indirect remit.
- Prepare and organize client/customer review meetings to follow up on contractual clauses for the service agreement, SLAs, and KPIs.
- Ensure SLA and KPI implementation, deployment, and compliance across the remit.
- Develop, implement, and maintain effective planning and analysis, providing the COO with appropriate analytical tools to establish goals and measure the performance of the account.
- Fully accountable and responsible for the financial performance of the account, including but not limited to revenue and margin targets, and customer/client satisfaction metrics/targets.
- Responsible for the leaders' and managers' recruitment.
- Team Morale and Engagement: Define tactical incentives and challenges, create a good atmosphere and culture, and organize team-building activities for the team.
Deputy Key Account Manager
60K Ltd
Sofia
11.2013 - 12.2014
- Support the Operations Manager in all the responsibilities listed above.
- Monitor the work schedules, and plan the FTEs coverage on a monthly basis.
- Assist in the preparation of reports, and ensure they are shared with the client as per the agreed timelines.
- Have regular one-on-one sync and development meetings with the Customer Experience Managers.
- Constantly monitor the team's performance, and provide feedback.
- Prepare and implement personal improvement plans when necessary.
- Take an active part in the recruitment of the Management Team.
Supervisor
60K Ltd
Sofia
05.2013 - 11.2013
- Supervise sales and retention teams as part of an account, which provided support for an Internet Service Provider in the UK.
- Responsible for the end-to-end delivery of a quality service, including call, ticket, chat, and email monitoring; escalations handling via phone, chat, ticket, and email; reporting; coaching; feedback; team building; training; up-training; and incentive mechanisms for the internal team.
- Client reporting, meetings, performance reviews, and improvement plans for the client.
Team Leader
60K Ltd
Sofia
05.2009 - 04.2013
- Team Leader of the Equipment Delivery and Billing Teams, which provide call, ticket, email, and chat support for an Internet Service Provider in the UK.
- Monitor the team's performance, provide feedback, answer escalations via calls, chats, tickets, and emails; organize team events; coach; support; and prepare individual training plans for the internal team.
- Prepare reports, and attend meetings to present results to the client.
Customer Support Agent
60K Ltd
Sofia
08.2008 - 04.2009
- Process end users' requests via phone, chat, and emails for an Internet Service Provider in the UK in line with the account SLAs.
Customer Support Agent
BTC
05.2007 - 07.2008
- Process end users' requests via phone, chat, and emails for an Internet Service Provider in the UK in line with the account SLAs.
Education
High School Diploma -
31 English Language School Ivan Vazov
Sofia05.2003
Some College (No Degree) - Telecommunication Science and Technologies
New Bulgarian University
SofiaSkills
- Leadership
- Coaching
- Communication Skills
- Ability to Work in a Team
- Customer Service
- Ability to Work Under Pressure
- Computer Skills
- Microsoft PowerPoint
- Microsoft Office
Hobbies and Interests
- Reading books
- Meeting with friends
- Cooking
References
References available upon request
Languages
English
Timeline
Account Run Lead
DXC Technology
10.2022 - Current
Operations, Team Manager
TELUS International
02.2021 - 09.2022
Operations Manager
60K Ltd
01.2015 - 02.2021
Deputy Key Account Manager
60K Ltd
11.2013 - 12.2014
Supervisor
60K Ltd
05.2013 - 11.2013
Team Leader
60K Ltd
05.2009 - 04.2013
Customer Support Agent
60K Ltd
08.2008 - 04.2009
Customer Support Agent
BTC
05.2007 - 07.2008
High School Diploma -
31 English Language School Ivan Vazov
Some College (No Degree) - Telecommunication Science and Technologies
New Bulgarian University
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