IVELINA SPRENGLER

• Leading Sales initiatives and strategies to enhance Sales and financial performance
• Coaching and developing people managers of 80 Sales and Customer Service representatives of a leading telecommunication company
• Successfully managing Workforce and Quality Performance

• Successfully onboarded, managed and led to success a multicultural team of remote working Sales representatives

• Led Operations of 2 projects with total Headcount of over 200 employees - one in a foreign country in the Retail industry and one in Bulgaria in the field of HR Services
• Selected, trained and developed a high-performing team of 20+ support professionals to deliver excellent customer service
• Coordinated Sourcing initiatives and Recruitment process while being responsible for Operations during the site launch in Kosovo in 2018 and supported process knowledge transfer and development in Payroll and HR key areas

• Led a team of 100 employees to success in terms of exceeding program KPIs;
• Supported the Onboarding of other program Leaders;

• Organized and coordinated work of 10 team members - Quality Professionals on 3 locations;
• Achieved over 20 Customer Obsession Awards with the team within an year for being the best partner in network in terms of Quality

• Real-time monitoring of the service queues, meeting and exceeding Service Level Commitments
• Live support of team members in customers inquiries

• Wrote articles and reviews of about important local and Bulgarian events and elections

• Translated official documents into Bulgarian/German

• Supported in consular matters

• Updated the web portal of the mission

• Developed and implemented Management strategy that increased revenue, employee satisfaction and retention

year over year

• Responsible for Sourcing and Recruiting

• Workforce Management