KRISTIYAN BORISOV
Senior Manager
Sofia
Summary
Proud to be managing the customer care team of one of the top rated fintech companies globally, Ï am a proactive leader aiming to create a positive workplace culture. As a person who is skilled at multi-tasking and collaboration, Ï partner successfully with other managers in empowering the teams to create an exceptional experience for the clients. My strengths are motivating people to go the extra mile, understanding client needs and transforming them into realized projects.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
Senior Manager, Customer Care
Trading 212 Ltd.
02.2020 - Current
- Manage and provide leadership to three teams, comprising a total of 40 members, and ensure smooth operations and high-performance standards on a daily basis.
- Boost team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Maintain positive customer relations by addressing problems proactively and implement successful corrective actions.
- Recruit, interview and hire employees and implement mentoring program to promote positive feedback and engagement.
- Define and monitor KPIs and analyze monthly performance management plan (PMP) sheets to track team progress and identify areas for improvement.
- Facilitate and conduct regular team meetings to discuss goals, address challenges, and provide necessary guidance and support.
- Develop and deliver educational presentations to enhance team skills and knowledge, fostering a culture of continuous learning and growth.
- Evaluate communication with clients, strategize improvements, and implement measures to enhance client satisfaction and retention.
- Identify root causes of events impacting team processes, proactively optimizing workflows and enhancing efficiency.
- Collaborate with other team managers to establish unified standards and ensure consistency and alignment across the organization.
- Generate detailed reports for company stakeholders, providing valuable insights and recommendations to inform strategic decision-making and drive business success.
Technical Support Team Leader
Xtrade ltd.
11.2017 - 12.2019
- Led a team of 14 customer support agents
- Prepares monthly time schedules, salary reports and coordinated the work of the team
- Organized weekly educational as performed presentations and learning materials of new customer support employees
- Maintain annual leave and sick leave records
- Led interviews, participates in the recruitment process and maintain annual leave and sick leave records
- Followed daily and monthly key Performance Indicator of the team
- Engaged with target for decreasing average response time by 30 minutes per day
- Used a range of software packages as Redmine, CRM, Outlook, Excel.
- Offered assistance in implementing and developing training programs.
- Designed user-friendly documentation for customers, simplifying self-help resources and reducing inbound support requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Supervisor at Distribution and Logistics department
Jumbo Chanel
03.2017 - 11.2017
- Performing logistics and organizational tasks for the distribution of household goods ordered online
- Analyzed the timing and quality of the work to a team of -1 members
- Performed a forecast for the amount of work for the coming days and providing the team with needed information and strategy
- Delegated tasks for junior employees and providing training regarding updates and improvements of the working software.
- Achieved results by working with staff to meet established targets.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Frequently inspected production area to verify proper equipment operation.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Education
Bachelors degree -
Southwest University "Neo1t
09.2013 - 05.2017
Skills
Decision-Making
Problem-Solving
Strategic Planning
Budget Oversight
Analytical Thinking
Teamwork and Collaboration
Adaptability
Organizational Development
Performance Tracking and Evaluation
Staff Development
Employee Coaching and Mentoring
Hiring and Training
Info
+359894640710, kriss.borisov@abv.bg
Certification
Simon Sinek - Build Trusting Teams
Timeline
Simon Sinek - 5 Disciplines of Leadership Development
07-2024
FCA - Bribery prevention actions
03-2024
Simon Sinek - Build Trusting Teams
07-2023
Simon Sinek - Start with WHY
08-2022
Senior Manager, Customer Care
Trading 212 Ltd.
02.2020 - Current
Technical Support Team Leader
Xtrade ltd.
11.2017 - 12.2019
Supervisor at Distribution and Logistics department
Jumbo Chanel
03.2017 - 11.2017
Bachelors degree -
Southwest University "Neo1t
09.2013 - 05.2017