Mariya Vasileva
Junior Program Manager
Sofia
Summary
Experienced with project coordination, stakeholder communication, and task management. Utilizes collaborative approach to foster team alignment and achieve project goals. Track record of maintaining project schedules and ensuring quality deliverables.
Overview
7
7
years of professional experience
11
11
years of post-secondary education
3
3
Languages
Work History
Junior Program Manager
Taulia
Sofia, Sofia-Capital
09.2024 - Current
- Collaborated with senior management to establish clear lines of authority for decision-making within the team structure, empowering employees to contribute effectively towards achieving collective goals.
- Delivered successful projects within tight deadlines by proactively identifying potential bottlenecks and implementing timely intervention strategies.
- Oversaw quality control measures by diligently reviewing deliverables before submission or implementation to minimize errors or defects in final products/services rendered.
- Coordinated with vendors and suppliers to secure necessary resources and materials for timely project completion.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Interacted with customers and clients to identify business needs and requirements.
Onboarding Specialist
Taulia
Sofia
09.2023 - 09.2024
- Onboarded suppliers and ensured the quality of the product as part of the client project;
- Communicated pending issues and concerns with the client;
- Offered suppliers feedback and solutions based on the customer's needs
- Communicated closely with the technical staff and management as to ensure that the necessary changes are being made to accommodate the client and third-party organisations, companies involved in the process.
- Evaluated the effectiveness of onboarding strategies, continually updating approaches based on feedback and best practices.
- Improved relationship with our client and their partnering companies by establishing strong relationships during the onboarding and ensuring a smooth transition to this financial solution.
QA Specialist
ARRISE
02.2023 - 09.2023
- Monitoring the process and evaluating employees, ensuring the quality of the product and providing feedback as per the improvement of the product and service offered.
- Collaborated with cross-functional teams to ensure timely resolution of critical software issues affecting customer satisfaction.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Reported problems and concerns to management.
Sr. Honda Escalation Specialist
Concentrix
Sofia, Sofia-Capital
02.2022 - 02.2023
- Completed the Team Lead Academy, which is also known as Journey to Leadership
- In July I am completing the course and getting my certificate for the company.
- Stand-in roles as a Team Lead for both L1 and L2 employees.
- Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
- Supported company growth by assisting with the development of new processes to handle increased volume of escalations effectively.
- Collaborated with cross-functional teams to identify root causes of escalated issues and implement long-term solutions.
- Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
Honda Escalation Specialist
Concentrix
12.2020 - 02.2022
- The work consists of managing escalated cases, regardless of whether they are classified as complaints or enquiries, in a timely manner; doing outbound calls to customers in order to obtain further information or provide them with the appropriate resolution; conducting an investigation with the dealership network and internal departments; providing dealership support through emails; supporting and assisting the Level 1 agents by answering their queries and providing with the relevant steps that are to be taken according to the set procedures and the nature of the case at hand
- Became a stand-in for Homologation SME
- Was nominated A for the Unsung Hero Award and had the honour of receiving it in August 2022
- Maintained comprehensive records of all escalated cases, tracking trends and identifying areas for improvement.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
Customer Support Representative
Concentrix
09.2019 - 12.2020
- Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
- Responded to customer inquiries and provided technical assistance over phone and in person.
English and Italian Tutor
Evrolingvist
06.2018 - 06.2019
- From the summer of 2018 until June 2019, I worked as an intern in Evrolingvist
- My main responsibilities were to conduct courses, specifically in English and Italian
- As the English ones varied from A1-B2, the Italian ones were solely for beginners A1-A2
- Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
- Provided one-on-one tutoring sessions, tailoring instruction to meet the specific needs of each student while promoting independent learning skills.
Education
High School - Russian
133 SU "A.S.Pushkin" (133 СУ "Александър С. Пушкин")
01.2013 - 01.2018
Bachelor's Degree - International Business
IBSEDU
Sofia 01.2019 - Current
Skills
- Proficient in computer applications
- Experience with Salesforce
- Exceed set expectations
- Eager to gain knowledge
- Driven professional
- Excellent time management skills
- Analytical problem solver
- Involvement in management
- Skilled in office administration
- Excellent communication skills
- Effective team contributor
GDPR compliance expertise and Data handling
- Complaint handling
- Customer Support
- CRM programs
- Proficient in MS Office
Timeline
Junior Program Manager
Taulia
09.2024 - Current
Onboarding Specialist
Taulia
09.2023 - 09.2024
QA Specialist
ARRISE
02.2023 - 09.2023
Sr. Honda Escalation Specialist
Concentrix
02.2022 - 02.2023
Honda Escalation Specialist
Concentrix
12.2020 - 02.2022
Customer Support Representative
Concentrix
09.2019 - 12.2020
Bachelor's Degree - International Business
IBSEDU
01.2019 - Current
English and Italian Tutor
Evrolingvist
06.2018 - 06.2019
High School - Russian
133 SU "A.S.Pushkin" (133 СУ "Александър С. Пушкин")
01.2013 - 01.2018
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