DIANA TSAPU
Sofia
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
3
3
years of professional experience
Work History
Quality Manager Assistant
Telus International
10.2021 - 06.2023
- Drove process standardization by creating and implementing SOPs, resulting in increased efficiency and reduced deviations.
- Managed root cause analysis investigations for reports on quality trends, common issues, and areas for development.
- Provided refreshment and upskill trainings to employees.
- Acted as a point of contact for content moderation teams, providing clarification on quality standards and addressing questions related to policy adherence.
- Provided feedback to the Quality Manager on policy gaps or areas where additional clarification is needed.
- Participated in calibration meetings with the client POC and other vendors to discuss quality metrics, process improvements, and overall content moderation strategy.
Team Lead
SkyLine Bulgaria
06.2023 - 10.2023
- Led a high-performing sales team of 13 members, driving achievement of monthly, quarterly, and annual sales targets.
- Developed and fostered the implementation of a motivational bonus system for recognizing and rewarding the achievements.
- Collaborated with other department leaders and TMs from different locations to establish shared goals, knowledge exchange and ensure alignment across teams.
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance and no PIP implemented.
- Identified bottlenecks in the sales cycle and developed action plans to overcome them, improving overall conversion rates.
- Participated in strategic planning meetings to ensure the team’s sales efforts contributed to the overall business strategy.
- Assisted in recruitment to build team of top performers.
- Streamlined workflows for increased efficiency.
- Assisted team members with complex negotiations or customer issues to ensure smooth and successful deal closures.
- Oversaw quality control measures, maintaining high standards for all project outputs.
Learning Delivery Specialist
Alorica
10.2023 - 11.2024
- Tailor training content based on audience needs, adjusting delivery for different learning styles.
- Develop job aids, workbooks, and other learning materials to support learning objectives.
- Analyze training data and conduct comprehensive needs assessments to identify trends and areas for improvement, leading to more targeted training efforts.
- Mentor new hires, resulting in stronger staff development with a 100% nesting pass rate, increased productivity and retention.
- Provide one-on-one mentoring to help individuals reach their full potential within the organization.
- Collaborate with subject matter experts(Client's POC) and presenting the developed training initiatives and achieved results to the client during WBR.
Senior Trainer
Concentrix
Sofia
11.2024 - Current
- Developed and improved training courses to increase staff performance and overall training effectiveness.
- Hired, trained and oriented 70+ new employees for long-term success.
- Developed and implemented lesson plans and teaching aids such as reference materials and videos.
- Coordinated training and streamlined onboarding processes for new hires to impart information about company policies, requirements and performance strategies.
- Facilitated virtual, in-person and blended learning sessions.
- Arranged meeting spaces and supporting materials for each class.
- Established strong partnerships with external vendors to source specialized training materials when necessary.
- Developed assessment tools to measure individual learner progress and demonstrate overall program success.
- Supervised completion of exams and provided results analysis to testing headquarters.
- Chaired staff and monthly management meetings, communicating current progress towards training goals to staff and senior management.
- Supported cultural change efforts through the delivery of targeted communication and soft skills workshops.
Education
BBA - Entrepreneurship
UNWE
Sofia, Bulgaria 04.2001 -
BBA - Business Management
Vilnius University
Vilnius, Lithuania 04.2001 -
Skills
Critical Thinking
Personal Information
Date of Birth: 12/23/00
Training
- Executive Leadership and Management Fundamentals (Vilnius University)
- Leadership Growth Path (Telus International)
Languages
English
Advanced
C1
Bulgarian
Advanced
C1
Romanian
Proficient
C2
Russian
Proficient
C2
Timeline
Senior Trainer
Concentrix
11.2024 - Current
Learning Delivery Specialist
Alorica
10.2023 - 11.2024
Team Lead
SkyLine Bulgaria
06.2023 - 10.2023
Quality Manager Assistant
Telus International
10.2021 - 06.2023
BBA - Entrepreneurship
UNWE
04.2001 -
BBA - Business Management
Vilnius University
04.2001 -
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