Summary
Overview
Work history
Education
Skills
Accomplishments
Custom
Languages
Timeline
Generic

Dima Hristova

Sofia

Summary

Accomplished professional with expertise in leadership development, profit and loss analysis, and strategic planning. Proficient in forecasting, budgeting, and compliance oversight to drive continuous improvement. Experienced in customer relationship management, contract negotiation, and operational strategy to enhance service excellence. Committed to data-driven decision-making and quality assurance processes, with a focus on optimizing organizational success through project management and financial forecasting.

Offering strong leadership and problem-solving skills with background in team management and project coordination. Knowledgeable about streamlining processes, improving operational efficiency, and fostering positive team environments. Ready to use and develop skills in strategic planning, communication, and resource management.

Detailed orientated and experienced in administrative procedures. Oversees day-to-day duties with strong planning and organisational skills to delivers projects in timely manner.

Overview

23
23
years of professional experience

Work history

Operations Manager II

Concentrix
Sofia, Sofia-Capital
01.2016 - 01.2025
  • Managed multiple teams exceeding 80 staff, enhancing client relationships and satisfaction.
  • Oversaw delivery operations, hiring, training, and coaching for team productivity.
  • Led development and implementation of processes, policies, and tools to ensure service delivery.
  • Provided leadership to drive teams towards achieving quarterly and yearly margin targets.
  • Collaborated with clients and stakeholders to meet growth targets for account.
  • Served as primary contact for client senior management, ensuring strong relationship management.
  • Guided teams to comply with business controls and audit requirements.
  • Optimised headcount targets to maximise operational effectiveness.

Operations Manager I – Cisco Account

Concentrix
Sofia
01.2015 - 01.2016
  • Managed team of over 90 staff, focusing on hiring, training, and coaching initiatives.
  • Ensured achievement of daily, monthly, and quarterly service level objectives and key performance indicators.
  • Cultivated positive working relationships with customers, peers, team leads, and quality teams.
  • Conducted performance management to exceed agreed quarterly and yearly goals for team and individuals.
  • Presented reports to senior management and clients during monthly and quarterly business reviews.
  • Monitored operational costs to meet account cost and margin targets while facilitating new projects.
  • Collaborated with local company leadership to align operations with company goals during new client engagements.
  • Ensured compliance with all business control requirements as COPC champion for account.

Team Leader – Cisco Account

Concentrix
Sofia
05.2013 - 01.2015
  • Led team of 25 staff in daily operational management.
  • Achieved daily, monthly, and quarterly service level objectives.
  • Collaborated with manager to foster positive working environment.
  • Assisted in performance management for entire team.
  • Engaged daily with client stakeholders to align on business needs.
  • Conducted coaching and one-to-one sessions to address team members' challenges.

Team Leader – German Team, Xerox Account

IBM
Sofia
11.2008 - 05.2013
  • Managed team of 25 staff, overseeing daily operations and ensuring smooth workflow.
  • Achieved daily, monthly, and quarterly service level objectives and key performance indicators.
  • Fostered positive working environment to drive operational success.
  • Supported performance management processes for entire team to enhance productivity.
  • Engaged with client stakeholders daily to align operations with business needs.
  • Conducted coaching and one-to-one sessions to address individual team member concerns.

German Speaking Agent – Xerox Account

IBM
Sofia
01.2008 - 11.2008
  • Responsible for team 25 staff, in managing day-to-day details of operations.
  • Take responsibility of team achieving daily, monthly and quarterly service level objectives, key performance indicators and quality of operations.
  • Managed to improve team performance and increase customer satisfaction

Accountant

Armorstones LTD
Vienna
01.2003 - 01.2007
  • Performing day-to-day Accounting and handling basic customer service for the company.
  • Delivery operations coordination and also handling logistics and transport requests.

Internship

Raiffeisenbank
Vienna
01.2002 - 01.2003
  • Front Office dealings in a Bank Branch.

Education

Master degree - Macroeconomics

University of National and World Economy

Skills

  • Customer relationship management
  • Leadership skills
  • Client account management
  • Project oversight and delivery
  • Performance monitoring
  • Continuous improvement
  • Customer service excellence
  • Project management
  • Process improvement

Accomplishments

  • Seventeen years of operational experience within the outsourcing and offshoring industry.
  • Managed multiple client accounts and diverse operational structures, overseeing teams in front-office, language-specific (German) configurations, and back-office (non-language-specific) setups, including 5x8 European and 24x5 global operations.
  • Skilled in establishing new team structures, maintaining business-as-usual operations, and adapting to environments involving scaling up or down.
  • Proven track record of achieving service level commitments, ensuring customer satisfaction, and maintaining cost-effective operational practices.
  • Experience residing and working across Western Europe, with a strong understanding of Eastern European work cultures.
  • Certified COPC Implementation Leader.

Custom

Available upon request

Languages

Bulgarian
Native
English
Advanced (C1)
German
Advanced

Timeline

Operations Manager II

Concentrix
01.2016 - 01.2025

Operations Manager I – Cisco Account

Concentrix
01.2015 - 01.2016

Team Leader – Cisco Account

Concentrix
05.2013 - 01.2015

Team Leader – German Team, Xerox Account

IBM
11.2008 - 05.2013

German Speaking Agent – Xerox Account

IBM
01.2008 - 11.2008

Accountant

Armorstones LTD
01.2003 - 01.2007

Internship

Raiffeisenbank
01.2002 - 01.2003

Master degree - Macroeconomics

University of National and World Economy
Dima Hristova