Dimitar Ivanov
Operations Manager
Varna
Summary
Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Overview
8
8
years of professional experience
Work History
Operations Manager
Wolf Media Digital
09.2023 - Current
- Set up, optimize, and maintain automation across various platforms
- Integrate and manage CRMs and project management tools
- Design and implement process workflows tailored to business needs
- Oversee and manage daily operations of assigned business segments
- Collaborate effectively within teams, providing leadership and guidance when necessary
- Create, implement, and manage dashboards to monitor and report on key KPIs for the business consistently
- Regularly evaluate and refine existing processes, recommending and implementing improvements as necessary
- Currently contracted.
- Identify and resolve unauthorized, unsafe, or ineffective practices.
Operations and Sales Manager
Venator Performance Marketing
02.2023 - Current
- Manage and run daily operations of the call center
- Set targets for all call center agents to meet
- Understand all organization's products, services, procedures, and guidelines and communicate same to all team members
- Monitor calls to ensure that due procedures and quality standards are strictly adhered to
- Facilitate and organize training sessions for all agents and take charge of the recruitment of new call center agents
- Conduct regular reviews of all call center agents' performance and organize training sessions for underperformers
- Submit regular reports to the Director of OPs and create new ideas and strategies to improve performance at the center
- Ensure that clients are kept happy and satisfied at all times by providing prompt responses and solutions to their challenges at all times
- Handle client internal onboarding (practice group creation, KB updates, sms templates, email templates, etc.)
- Together with Client Solutions Manager ensures all client and Liaisons KPIs are met.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
Customer Care Coordinator
Christie Digital
09.2022 - 03.2023
- Create the entire Customer Journey from start to finish
- Create CSAT processes and create customer feedback form
- Improve response time of the team, ensure higher quality communication with clients
- Improve warehouse processes, create smooth workflow between all the teams involved in delivering a product to the end user
- Keep track and create orders in JDE
- Handle delays, complicated complaints, and stay on top of logistics.
- Oversaw hiring, orienting and training of customer care staff to facilitate capable workforce.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
Customer Excellence Team Lead
Crypto.com
04.2022 - 08.2022
- Leading a team of 13 while focusing on monitoring of KPIs, daily 121 meetings, preparing training materials for improved performance
- Working with the Operations Manager to create and improve the user experience for both website, app and exchange
- Recruitment
- Work together with QA team to create training plans, implement new rules
- Create macros for Intercom and update the knowledge base in Confluence
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Handling various JIRA tickets related to client issues
- Handle all issues related to customers' VISA cards
- Work with KYC team leaders to align all processes.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Coached team members in techniques necessary to complete job tasks.
Customer Experience and Business Development
Fantastic Services
01.2016 - 04.2022
- Started as a Customer Service and Experience agent
- Main responsibilities included improving Client Journey, handling complaints by phone, email, and chat, organizing the schedule, and working with partners and franchise holders
- Moved up to Customer Experience Team Lead in 2019
- Main responsibilities included training and managing a team of 11 agents, creating and implementing KPIs, constantly monitoring them, working with Development team to create an online learning platform (LMS/Academy), creating CRM strategies, and handling difficult complaints
- In 2020, moved to an Account Manager position
- Responsibilities included onboarding and creating relationships with Franchisees and Contractors, selecting suitable buyers, growing their business and revenue using market research, trends, area specifics, and regular business meetings, owning the onboarding process, working on the user experience on the phone App, creating and implementing sustainability plan and eco-friendly products, and monthly and yearly evaluation of targets, goals, etc
- In 2021, promoted to Service/Business Manager
- Responsibilities included Profit contribution, recruitment, Marketing mix (Product, People, Promotion, Price, Place, Process, Physical Environment), Service Experience, and Sales.
- Developed business pipeline using cold and warm techniques.
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Expanded business through effective network development, identifying new, and prospective clients.
- Developed and implemented favorable pricing structures balancing firm objectives against customer targets.
Freelance Content Writer
Fantastic Services
05.2023 - 10.2023
- Conducted extensive internet research to provide facts and statistics for articles and blogs.
- Created concise, eye-catching headlines and copy on various topics related to home maintenance.
- Completed thorough research into assigned topics.
- Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
- Developed content for press releases and newsletters to promote products and services.
Education
BBA - Computer Science
Technical University of Varna
Varna 04.2001 -
Skills
Risk analysis and management
Cost reduction strategies
Budgeting and forecasting
Management information systems
Work flow planning
Business Development
Operations management
Data analysis
Natural leader
Staff Management
Customer relations specialist
Superb time management skills
Complex problems analysis
Cost reduction and containment
Additional Work Done
Throughout my career I have worked with multiple tools to achieve my goals: - Atlassian Products (JIRA, Confluence) - ServiceOS (CRM product of FantasticXRM) - Microsoft Products (Office, Teams, Dynamics CRM, Outlook, Skype) - Google Products (Meets, Hangouts, Gmail. Drive, Docs) - Intercom - Slack - Oracle, JDE - SignatureWeb - Salesforce - NextGen - Athena Communication Technologies - HubSpot
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
You only have to do a few things right in your life so long as you don’t do too many things wrong.
Warren Buffett
Timeline
Operations Manager
Wolf Media Digital
09.2023 - Current
Freelance Content Writer
Fantastic Services
05.2023 - 10.2023
Operations and Sales Manager
Venator Performance Marketing
02.2023 - Current
Customer Care Coordinator
Christie Digital
09.2022 - 03.2023
Customer Excellence Team Lead
Crypto.com
04.2022 - 08.2022
Customer Experience and Business Development
Fantastic Services
01.2016 - 04.2022
BBA - Computer Science
Technical University of Varna
04.2001 -