Bianka Lekova

Lead Training, Onboarding, QA, and Knowledge Management for a global fintech operation. Own end-to-end learning strategies across Support, Operations, Compliance, Finance, and Executive teams.

• Designed and delivered onboarding for ~60 Support staff yearly, plus tailored programs for executives, Compliance, Anti-Fraud, Finance, and Operations
• Delivered limited input on New Product and/or features into simplified, structured procedures and comprehensive training materials for global teams
• Created refresher training, product updates, and performance-based learning paths
• Managed QC team (1 TL + 7 agents) and rebuilt QC system three times to improve efficiency and regulatory alignment
• Owned all procedures, workflows, and company-wide Knowledge Base
• Led trainers, QC staff, and SMEs; partnered with Product, Compliance, Finance, UX, and Operations to support new features, regulatory changes, and platform improvements.

• Implemented training strategies that improved onboarding efficiency by 20–30%.
• Conducted TNAs for teams of 50–90+, identifying capability gaps and boosting performance.
• Delivered onboarding programs with 100% completion and consistent new-hire ramp-up.
• Created individualized learning plans that reduced manager coaching time by 15–20%.
• Aligned processes with QA and Operations, reducing procedural discrepancies by 25%+.

• Acted as the primary expert on support processes, product knowledge, and compliance requirements.
• Ensured accurate and consistent knowledge transfer during onboarding.
• Communicated updates from headquarters to local operations.
• Supported escalations and clarified complex process-related queries.

• Contacted new clients and converted leads via phone and chat.
• Closed sales and consistently met performance targets.
• Delivered tailored product recommendations and customer onboarding.

• Delivered live commentary for greyhound racing events, ensuring precision and timing