Andrey Gizbreht
Sofia
Summary
Knowledgeable Risk Manager equipped with strategic planning and program leadership abilities honed in the finance and banking industry environments. Establishes strong and successful policies to mitigate risk at each level and establish clear procedures for assessments, prevention and containment. Familiar with regulatory requirements to maintain strict controls. Organized and dependable, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
3
3
Languages
Work History
Ongoing Monitoring Lead
Tide Platform LTD
2 2021 - Current
- Responsible for 1st line of defense in the areas of Card Transaction Monitoring, Card Disputes(Issuing), APP fraud, Enhanced due diligence, acquiring monitoring, chargeback handling (issuing and acquiring) and overall Risk
- Contributed to continuous improvement initiatives by identifying areas for process optimization within the central monitoring function.
- Designed custom reports for key stakeholders that highlighted critical metrics.
- Reduced project timelines by effectively prioritizing and delegating central monitoring tasks.
- Leading and implementing controls to Ensuring that all teams are following their KPIs and have the tools to achieve those Overseeing and managing all aspects of monitoring, investigation and fraud prevention
- Acting as subject matter expert and central point of contact for the Division
- Establishing and maintaining effective communication networks with key stakeholders, business partners and peers
- Ensuring a streamlined approach is implemented and maintained across the teams
- Enhancing automation of current processes through acquisition of new technologies or improvements to current ones
- Liaising with internal teams to address issues with fraud and risk
- Ensuring adequate processes are in place to identify risks and making recommendations to effectively manage it
- Maintaining high morale and motivation in the respective teams; ensuring work / life balance is in place while the BAU and KPI are stable.
Team Leader Fraud, Risk & Payments
Stars Interactive Services LTD
12.2018 - 10.2021
- Managed, organized and controlled the activities of the employees in the department;
- Delivered seamless flow of the business processes;
- Focused on Payments working closely and maintaining all payment methods in stable condition;
- Motivated and encouraged the team members to increase the work efficiency;
- Reviewed Fraud trends in gambling/casino and recommended changes to prevent future potential losses;
- Reviewed typologies and identifying weaknesses in the Payment flow Identified gaps/lack of procedures, software, training methods and basic internal rules;
- Made prompt proposals to fix identified issues;
- Monitored the quality of the actions, performed by the team members and provided regular feedback;
- Ensured accurate managers reporting of the Teams Performance
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Manager Fraud, Payments and Audit
Publix Ltd /BPO Company
09.2018 - 12.2018
- Managed, organized and controled the activities of the employees in the department;
- Delivered seamless flow of the business processes; Approves and monitored the work schedule;
- Motivated and encouraged the team members to increase the work efficiency;
- Reviewed Fraud trends and recommends changes to prevent future potential losses;
- Identified gaps/lack of procedures, software, training methods and basic internal rules;
- Made prompt proposals to fix the identified issues;
- Monitored the quality of the actions, performed by the team members and provides regular feedback;
- Ensured accurate managers reporting of the Teams Performance
Head of Customer Satisfaction
Piraeus Bank Bulgaria SA
05.2016 - 09.2018
- Identified gaps in service, selling and complete customer relationship and then analysed and used them for building sustainable business models, based on customer centricity
- Gained extensive knowledge in data entry, analysis and reporting.
- Complaints management Uses all the data, coming from Surveys and external researches to assist the segments, products and channel structures in improving existing or introducing new components in the service models, products and interaction with clients Verifies that any new product/service contributes to increasing satisfaction, improves experience and creates loyalty and suggests ways how the newly introduced products/services should be finally structured for ensuring positive experience
- Resolved problems, improved operations and provided exceptional service.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Head of Call Center & Customer Service Department
Piraeus Bank Bulgaria SA
11.2009 - 12.2016
- Responsible for Call Center Unit and Fraud Prevention Unit Preparing and planning of campaigns (inbound and outbound)
- Preparation of detailed, monthly activity reports of the department
- Preparation of work schedules
- Active communication with other units and departments to improve the quality of the products and services
- Monitoring and evaluation of the quality of the agent's activities
- Active participation in the development of new products and services, improving and updating the old ones
- Responsible for the external e-mail of the Bank, handling with complaints, cases, etc
- From that channel Personal bank services about credit cards for VIP group of clients, 24/7 availability Preparation and negotiation for change in the call center environment
- Active participation in the migration itself
- Prepare the creation of Fraud prevention unit (procedures, system access, infrastructure) Implementation of the Fraud prevention unit in the Department.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Resolved problems, improved operations and provided exceptional service.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Call Center Team leader in Call Center & Customer Service Department
Piraeus Bank Bulgaria SA
08.2008 - 11.2009
- Monitored the proper conduct of the work processes in the department, subject to the terms and the targets of the campaigns
- Training of new employees Processing and evaluation of the agent's recorded cases
- Delivered exceptional results under tight deadlines by prioritizing tasks effectively while maintaining excellent attention to detail.
- Communication with other units in the Bank about related cases.
- Served as an escalation point for challenging customer situations, resolving conflicts professionally while preserving strong client relationships.
- Coached and mentored team members for improved performance, resulting in increased call handling efficiency and reduced wait times.
Call Center agent
Piraeus Bank Bulgaria SA
02.2007 - 08.2008
- Providing information about product, services, policies and procedures of the bank in 24/7 regime
- Activities performed about inbound calls: - Information about products and services offered to individuals - Detail information about the products (accounts, cards, loans, deposits, online banking, etc.) - Blocking and activating of card products and online banking
- Activities performed about outbound calls : - Sales Campaigns - Information Campaigns
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
Education
Bachelor of Science - Marketing
College of Management, Commerce And Marketing
Sofia, Bulgaria 04.2001 -
Bachelor of Science - Philosophy
SU “Clement of Ohrid”
Sofia 04.2001 -
Bachelor of Science - Politology
PU “Paisius of Hilendar”
Plovdiv, Bulgaria 04.2001 -
High School Diploma -
31 SUCHEM “Ivan Wazov”
Sofia, Bulgaria 04.2001 -
Skills
- Proven history of successful set up of new teams, processes, controls and efficiencies
- Experience with banking, fraud prevention, payment and audit software
- Experienced with different data analysis tools
Good communication skills, good enunciation and clear expression
- Ability to actively listen and understand in a dynamic environment
- Effective speaking
- Ability to manage people and projects, gained through active work and experience
- Ability to supress conflicts
- Experience with Microsoft Office (Word, Excel, Outlook, Visio, PowerPoint) Adobe Acrobat Professional
- Skills, connected with Call Center, Bank, Fraud Prevention and payments systems
- Diplomacy and responsibility
Additionalinformation - Trainings
- Training in people and project management, KPMG, Sofia, 2011г.
- Training in Cross sales, KPMG, Sofia, 2011г.
- Training in Fraud detection software, Piraeus Bank Greece, 2012г.
Personal Information
- Date of Birth: 10/17/1985
- Gender: Male
- Nationality: Bulgarian
Timeline
Team Leader Fraud, Risk & Payments
Stars Interactive Services LTD
12.2018 - 10.2021
Manager Fraud, Payments and Audit
Publix Ltd /BPO Company
09.2018 - 12.2018
Head of Customer Satisfaction
Piraeus Bank Bulgaria SA
05.2016 - 09.2018
Head of Call Center & Customer Service Department
Piraeus Bank Bulgaria SA
11.2009 - 12.2016
Call Center Team leader in Call Center & Customer Service Department
Piraeus Bank Bulgaria SA
08.2008 - 11.2009
Call Center agent
Piraeus Bank Bulgaria SA
02.2007 - 08.2008
Bachelor of Science - Marketing
College of Management, Commerce And Marketing
04.2001 -
Bachelor of Science - Philosophy
SU “Clement of Ohrid”
04.2001 -
Bachelor of Science - Politology
PU “Paisius of Hilendar”
04.2001 -
High School Diploma -
31 SUCHEM “Ivan Wazov”
04.2001 -
Ongoing Monitoring Lead
Tide Platform LTD
2 2021 - Current
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