Chudomira Derneva
Sr. Operations Manager, Trust & Safety
Sofia
Summary
Seasoned professional with over 14 years of experience in BPO/ITO industry. Proven track record in driving innovation, process optimization and demonstrating strong financial acumen. Adept at managing complex operations and delivering high-impact solutions that enhance organizational efficiency and profitability.
Overview
9
9
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Sr. Operations Manager
Alorica, Bulgaria
01.2024 - Current
- Responsible for 250+ FTEs, 12 Team Managers and 2 Operations Managers
- Overseeing the Account's governance on Performance, Process Improvement, Business Development and Financial stability
- Taking part in RFI/RFP and new business bid process
Operations Manager
Alorica
01.2021 - 12.2023
- Responsible for a team of 10+ Team Managers & 150+ agents
- Working closely with all internal stakeholders on driving daily operations, being POC for all Client-facing communication, as well as promoting innovation and process optimization on both Company & Client projects.
Team Manager, Operations
Alorica
08.2020 - 12.2021
- Leading a team of 17+ people: setting up a new branch/pilot team in the LoB
- Working closely with the Operations Manager on ensuring key metrics are met, helping with daily operational tasks & reporting, as well as having Quality Calibrations with the Client, conducting Side-by-side, One-to-ones and Coaching sessions, providing support & mentoring for the newly hired Team Managers.
Avaya Technical Team Lead, Operations
Concentrix CVG Bulgaria
02.2020 - 08.2020
- Leading a team of 20+ people, handling both internal and external escalations, ensuring that all key metrics & targets are met, conducting regular 1-2-1s and Coaching sessions, building WBR/MBR decks and presenting the content to the Client on weekly basis, POC for all company-related & administrative questions: conducting interviews, Company events, Work-At-Home initial set-up and status reporting, working closely with People Solutions and Talent Acquisition teams, as well as IT and Facility.
Microsoft FastTrack Interim-Team Manager
Concentrix CVG Bulgaria
09.2019 - 12.2019
- Official POC for both the Client and the company, leading a team of 25+, handling internal and external escalations, ensuring KPIs are met, both preparing & presenting WBR decks for the Client on bi-weekly basis, working closely with the local Leads on delivering exceptional Customer Engagement
Microsoft FastTrack Delivery Lead & Back-up TM
Concentrix CVG Bulgaria
08.2017 - 08.2019
- Delivery Lead: POC for Client for process changes, both internal and external escalations, handling Portfolio and KPIs bi-weekly reviews for the French speaking Project Managers, as well as conducting New Hire trainings and Upskilling trainings for both Sofia and Romania/Cairo employees
- Back-up Team Manager: ~2 years, managing the team in the Direct Line Manager's absence, doing tasks such as: preparing and conducting Weekly Business Reviews with CNX Management and the Client, having 1-2-1s, being responsible for PTOs/sick leaves, onboarding of New Hires, sending weekly reports to CNX Management, billing etc.
Microsoft FastTrack Manager
Concentrix CVG Bulgaria
01.2017 - 08.2019
- Project Management: Leading the whole process of migrating from 3rd party products to Microsoft Office 365 for Enterprise customers
- Being responsible for the projects of Microsoft's clients and guiding them to a successful launch of their new Cloud environment
Microsoft Office 365 Senior Engineer
Concentrix CVG Bulgaria
11.2015 - 12.2016
- Working as a Technical Support Engineer for Microsoft Office 365
- Initially, supporting OneDrive for Business and after two months up-skilled for SharePoint Online, where later on continued as Senior Engineer and mentor to new colleagues.
Education
Bachelor of Science: Economics And Management -
University Of Agribusiness And Rural Development
Skills
Trust&Safety
Operations
Project Management
Enterprise Post-Sales Implementation
Sales
Microsoft Products
Avaya Products
Certification
DELF B2 Diplôme d'études en langue française
Timeline
Sr. Operations Manager
Alorica, Bulgaria
01.2024 - Current
Operations Manager
Alorica
01.2021 - 12.2023
Team Manager, Operations
Alorica
08.2020 - 12.2021
Avaya Technical Team Lead, Operations
Concentrix CVG Bulgaria
02.2020 - 08.2020
Microsoft FastTrack Interim-Team Manager
Concentrix CVG Bulgaria
09.2019 - 12.2019
Microsoft FastTrack Delivery Lead & Back-up TM
Concentrix CVG Bulgaria
08.2017 - 08.2019
Microsoft FastTrack Manager
Concentrix CVG Bulgaria
01.2017 - 08.2019
Microsoft Office 365 Senior Engineer
Concentrix CVG Bulgaria
11.2015 - 12.2016
Bachelor of Science: Economics And Management -
University Of Agribusiness And Rural Development
DELF B2 Diplôme d'études en langue française
Cambridge English: Advanced, level C1
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