KOLYO KOLEV
Overview
11
11
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Customer Success Operations Manager
FunderPro
10.2023 - Current
- Managed end-to-end customer operations including payments processing, KYC compliance, and trading support.
- Streamlined onboarding and retention processes for trading clients, ensuring regulatory adherence.
- Collaborated with Sales, Compliance, and Product teams to deliver seamless customer experiences.
- Utilized data insights to monitor client activity, mitigate risks, and optimize trading outcomes.
- Led and coached Customer Success Agents, driving performance and continuous improvement.
- Provided strategic feedback to enhance platform features and identify upselling opportunities.
Trade Desk
Red Acre Ltd
10.2022 - 10.2023
- Ensured full compliance with KYC and AML regulations for all trade transactions.
- Coordinated with Customer Success, Compliance, and Product teams to resolve trade-related issues promptly.
- Monitored market activity and client portfolios to support optimal trading decisions and risk management.
- Supported upselling initiatives by identifying client trading needs and recommending platform features.
Operations Shift Leader
Red Acre Ltd
Malta
02.2020 - 10.2022
- Address escalations efficiently to minimize impact
- Support Operations Managers by implementing weekly focus initiatives during shifts to drive continuous improvement
- Scheduling & training of new recruits
- Identify and action areas for improvement
- Performing onboarding interviews
- Preparing BI, Executive, Satisfaction, Productivity reports, etc.
- Partner with the Affiliate team to manage and resolve affiliate-related issues.
Assistant Restaurant Manager
InterContinental
05.2018 - 02.2020
- Supervise the operation in order to deliver an outstanding Guests experience. Ensuring compliance with brand standards.
- Support the Food and Beverage management team in meeting financial objectives
Outlet Manager
Fujairah Rotana Resort and Spa
03.2017 - 04.2018
- Manage recruitment, onboarding, and training of new team members to build a skilled trading operations workforce.
- Manage financial controls, invoicing, and budgeting
- Develop recruitment strategies and training programs aligned with business growth objectives
- Design strategic initiatives and set performance goals to drive operational growth and market competitiveness
F&B Supervisor
DoubleTree by Hilton
01.2015 - 12.2016
- Maintain strict adherence to health, safety, and regulatory compliance protocols
- Resolve customer or client complaints promptly, ensuring high satisfaction and retention
Education
Second-degree Accountant - Economics
Ts. Tserkovski
Bulgaria 01.2002 - 01.2007
Skills
Familiarity with trading software, algorithms, and automation tools
Strategic leadership of trading teams and operations
Financial literacy and budgeting
Engagement strategy development
Data analytics and decision making based on metrics
Deep understanding of industry-specific processes (eg, trading operations, compliance, finance)
Account management
Conflict resolution and fostering a collaborative culture
Regulatory compliance (KYC, AML)
Certification
Certificate of Recognition for delivering brand promise, DoubleTree by Hilton Doha
Programs
MetaTrader; Confluence; Happy Fox; SumSub; Power BI; Dixa; Atlassian; Microsoft Excel (Advanced) — PivotTables; Basic SQL; Freshdesk
Timeline
Customer Success Operations Manager
FunderPro
10.2023 - Current
Trade Desk
Red Acre Ltd
10.2022 - 10.2023
Operations Shift Leader
Red Acre Ltd
02.2020 - 10.2022
Assistant Restaurant Manager
InterContinental
05.2018 - 02.2020
Outlet Manager
Fujairah Rotana Resort and Spa
03.2017 - 04.2018
F&B Supervisor
DoubleTree by Hilton
01.2015 - 12.2016
Second-degree Accountant - Economics
Ts. Tserkovski
01.2002 - 01.2007
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